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Receptionist / Customer Experience Ambassador (CEX Ambassador)

Location: BlackRock, Vienna Office

Role Purpose

Reporting to the Facilities Manager Germany & Austria

A highly self-motivated person with a passionate for customer service, a team player with great attention to detail. The key focus for this role will be to create a single visual point of contact for BlackRock employees and to act as the primary interface between the internal operations of BlackRock and its clients. Providing services to the highest standards as well as representing BlackRock values in appearance, presentation, and manners.

• To promote the company in the most favourable light through the highest levels of personal and professional conduct.
• To provide a highly efficient and proactive service to BlackRock, its employees, and its clients.
• To ensure that reception services provide a high-profile role model that reflects JLL and BlackRock values and which sets the tone for everyone entering the BlackRock premises, whether they be staff or visitors.

You will need to demonstrate a culture that promotes JLL’s core values of Teamwork, Excellence and Ethics.

Core Responsibilities

Enthusiastically welcome all visitors to BlackRock, by welcoming them, showing them through the process of registration, keeping them updated about their host / meeting, taking care of their needs during their visit to BlackRock and bidding them goodbye.

• Answering the phone in a professional manner consistent with BlackRock’s global standard.
• To ensure reception desk, waiting area and meeting rooms are maintained to highest standards of tidiness and cleanliness.
• To process and manage conference room bookings and requirements.
• To ensure all visitors to the building are correctly registered and issued a pass.
• To alert hosts to their visitor’s presence and keep visitors updated about their host’s arrival time; ensuring all visitors are collected by their hosts.
• To work closely with security and FM teams to provide the best possible service to all clients and employees.
• To provide hospitality services to the meetings room as requested in the bookings and per local office standard procedures.
• To assist in the conference room set-ups as required, including furniture changes and adjustments to moveable walls (where applicable).
• To understand the Audio-Visual equipment for the meetings rooms and provide or escalate support requirements as necessary.
• Proactive communicator with all key influencers within JLL and BlackRock.
• Any other duties required as part of the role as and when requested.

Customer Service

• To ensure that customers are given a prompt and efficient service and expectations are consistently exceeded.
• To regularly monitor customer feedback and produce an appropriate action plan based on the results.
• To maintain an effective business relationship with the client by understanding their needs and transferring these into the location.
• To ensure that you deliver what you promise to the customer, client, and team.
• To ensure that all agreed service objectives are met in line with client expectations.
• To establish and maintain controls to ensure the security of the premises, materials, and resources.

Site Specific Requirements

• Assist the EEGA Country Management with administrative tasks, appropriate to local requirements and capabilities.

Additional responsibilities

• Track all visitors, including vendors, visiting employees and guests. Providing quality data as required.
• Where required, manage parking and vehicle logs and records.
• Book taxis in line with the client’s policy and procedures.
• Coordinate security access cards for employees and vendors.
• Manage incoming and outgoing courier and other packages or mail as required.
• Support JLL’s wider FM provision by performing ad hoc facilities management requests as need.

Team Support

• Delivery of first line facilities support and other FM services, have full knowledge of all functions. Be able to cover during periods of paid time off and other absences.
• Ensure the team is fully informed about office operational updates and processes.

Health & Safety Management

• Conduct regular audits to ensure safety procedures on site are in place and working.
• Assist in carrying out safety procedures when needed.
• Remain aware of Hygiene, Health and Safety policies and Fire Regulations.
• To record and report all accidents and near misses within the location adhering to company procedures.
• To ensure all equipment is well maintained and is in good working order.

Site Operations Management

• Ensure procedural standards manual (SOPs) are kept up to date and adhered to.
• Be aware of all projects which are happening within the office that may have an impact on operational delivery.
• Meet or exceed site Key Performance Indicators (KPI’s); monitor Service Level Agreements (SLA’s) monthly to identify potential challenges and plan corrective actions accordingly.
• Manage work orders on the CMMS (Corrigo) by looking ahead to upcoming deadlines and due dates. Work with vendors to ensure correct WO paperwork received and returned to maintain auditable process.

Risk Management

• Support the implementation disaster recovery and business continuity programmes.
• Follow established escalation procedures and incident reporting procedures.
• Adhere to Jones Lang LaSalle’s business conduct by ensuring compliance with the firm’s guidelines, procedures, and strategies.

Additional Responsibilities

• To attend all location management meetings and any company meetings as required.
• To take responsibility for contributing towards your own development, with the guidance of your line manager, and attending training courses as identified.
• To attend to any reasonable request made by the client, JLL, or BlackRock Management.

You will need to be able to demonstrate the following skills and experience

• Prior experience in facilities, hospitality, or related field (preferred).
• Knowledge of local occupational health and safety requirements, critical facilities and vendor management for specialized services is advantageous.
• Problem-solving skills – capacity to deal with ambiguity and solve complex problems effectively.
• The ability to effectively deal with stressful situations.
• The ability to work independently.

You also need to be:

• Self-motivated; confident & energetic.
• Flexible – able to adapt to rapidly changing situations.
• Goal-oriented – able to focus on meeting all performance targets.
• A strong communicator – good presentation skills and possess strong verbal & written communication skills (English & local language required, additional languages beneficial).

Critical Competencies for Success

• A strong communicator – good presentation skills and possess strong verbal & written communication skills (English & local language required, additional languages beneficial).
• Able to cooperate and work well with others to meet targets.
• Support the team effectively as and when needed.
• Proven ability to commit to flawless execution while complying with firm’s procedures and standards.
• A strong communicator – good presentation skills and possess strong verbal & written communication skills (English & local language required, additional languages beneficial).
• Able to interact with the general client staff & vendors with ease.
• Ability to manage conflict and conflicting priorities.
• Demonstrates ability to work with vendors to deliver efficient services.
• Demonstrates proactive & professional approach to customer service.
• Has a customer-oriented attitude.
• A strong communicator – good presentation skills and possess strong verbal & written communication skills (English & local language required, additional languages beneficial).
• Proven ability to manage multiple and complex operational matters daily.
• Demonstrates ability to prioritize and manage the completion of projects in an efficient and timely manner.

Jones Lang LaSalle SE

Your contact:

Marta Marunchak

marta.marunchak@jll.com

#LI-MM4

Location:

On-site –Vienna, AUT

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

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