Guest Service Ambassador Lead

JLL empowers you to shape a brighter way . Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Position : Guest Service Ambassador Lead Key Responsibilities 1. General Services & Facility Operations Lead day-to-day GSA and workplace operations. Ensure smooth delivery of housekeeping, pantry, cafeteria, reception, workplace support and other soft services. Conduct regular site inspections and identify operational gaps. Ensure all facility-related complaints and requests are resolved within agreed SLAs. Maintain high standards of cleanliness, hygiene, ambience and workplace experience. 2. Team Management Supervise and guide GSA executives, housekeeping, pantry and other support staff. Prepare manpower deployment and shift rosters. Monitor attendance, grooming, performance and productivity. Conduct daily briefings and ensure teams follow SOPs and site requirements. Train and motivate team members to improve service quality. 3. Vendor Management Coordinate with service providers and contractors. Monitor vendor performance against agreed SLAs/KPIs. Track manpower, attendance, consumables and service quality. Escalate recurring service gaps and drive corrective actions. Support vendor evaluations, billing validation and performance reviews. 4. Client & Stakeholder Management Act as the primary GSA SPOC for employees, client representatives and internal stakeholders. Handle workplace-related requests, complaints and escalations professionally. Coordinate with Security, Engineering, EHS, Transport, IT and other support functions. Maintain effective communication with business stakeholders. 5. Events & Workplace Experience Support planning and execution of employee events, engagement activities and special programs. Coordinate seating, catering, housekeeping, AV and other event requirements. Ensure the workplace is event-ready and services are delivered without disruption. 6. Compliance & Safety Ensure compliance with site SOPs, safety requirements and statutory guidelines. Conduct regular inspections and maintain required records. Support internal and external audits. Ensure proper implementation of emergency response and incident-reporting procedures. 7. Inventory & Cost Control Monitor GSA consumables, stationery, pantry supplies and other workplace inventory. Maintain minimum/maximum stock levels. Reduce wastage and identify opportunities for cost optimization. Validate vendor bills against manpower, service delivery and agreed scope. 8. Reporting & MIS Prepare daily/weekly/monthly reports covering:Attendance and manpowerComplaints and closure statusVendor performanceConsumable usageEvents and workplace activitiesIncidents and escalationsSLA/KPI performance Maintain trackers and dashboards for management review. Key Skills Strong people and team-management skills Excellent communication and stakeholder-management skills Vendor and contract management Good knowledge of workplace/facilities operations Problem-solving and escalation-management ability Event and employee-engagement coordination Strong MS Office/Excel and reporting skills Ability to work under pressure and manage multiple priorities Qualification & Experience Graduate degree/diploma in Facilities Management, Administration, Hospitality, Operations or related field. 5–8 years of relevant experience in corporate facilities, workplace management, hospitality or integrated facilities management. Prior experience managing outsourced manpower and vendors is preferred. Experience in a corporate/MNC environment will be an advantage. Key Performance Indicators SLA/KPI compliance Employee/customer satisfaction Complaint resolution TAT Vendor performance Audit and compliance scores Manpower productivity Cost and consumable optimization Workplace service quality Successful execution of events and special projects Location: On-site –Bengaluru, KA Scheduled Weekly Hours: 48 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! At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. 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