Guest Service Ambassador Lead

JLL

5-8 Years

Bengaluru, India

Posted 6 days ago
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Job Description

Position : Guest Service Ambassador Lead

Key Responsibilities

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.
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.
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.
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.
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.
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.
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.
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