JLL Destination Host

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Role Purpose

The purpose of the Destination Host is to create an incredible place for people to visit our client site The Oracle Shopping Destination. We expect the Destination Host to have a deep understanding of their occupiers, customers, and stakeholders and to build meaningful relationships. The Destination Host will work as part of the Occupier and Customer team to create a community environment for everyone working in the shopping centre and embed The Oracle in the Reading community as the place to be.

This role is to support the shopping centre across all trading days and peak opening times.

Key Stakeholders

• Occupiers

• Customers

• Hammerson (Client)

• Destination Team

• JLL

• Local community (charities, schools, local authority, organisations, and non-retail competitive businesses)

• Marketing team

• JLL service partners

Core Responsibilities

• Curate an inclusive community within the destination that is inviting and exciting for everyone working and visiting the shopping centre.

• Liaising and working with the security, cleaning, and maintenance teams to ensure any issues are flagged, and follow through to resolution

• To be mobile, highly visible, and building relationships with the occupier brands and business, as well as visitors

• To obtain feedback from the occupiers and visitors for reporting purposes in improving the experience of all stakeholders

• To build and share knowledge between occupiers, creating a community atmosphere

• Be the main point of contact and support for occupants of the shopping destination

• Be security conscious; be familiar with the shopping destination security processes and have confidence in raising when things do not look right

• Be reliable, flexible, honest and a strong advocate for the destination and always ensure you provide a consistent service

• Be accountable in daily interactions with stakeholders and responsibilities, with the ability to use initiative and be self-led

• Support in overseeing events on the day, including problem-solving, welcoming guests

• Communicating with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity

• Support the Occupier and Customer Manager and Marketing team with identifying event opportunities and generating interest

• Build relationships with local charity and community groups.

• Provide general administrative support to the destination Management team

• Collate data and ensure accuracy while working to deadlines

Focus on People

• Actively and positively engage with colleagues, occupiers, and visitors to quickly build relationships and create a community feel

• Anticipate the needs of visitors to the destination and follow up to ensure that all expectations are met and where possible exceeded

• Take ownership and responsibility ensuring you are working effectively and developing close relationships

Effective Communication

• Handle all queries efficiently but effectively and supply relevant information as required and appropriate

• Proactively identify and troubleshoot issues before they become a problem

• The Destination Host will collaborate closely with the management team, fostering open communication through regular meetings to address challenges and opportunities creating an operating rhythm and routine

• Complete a handover with colleagues and other stakeholders as required when taking time out of the business and between shifts

• Be aware of relevant legislation to include health & safety and be always security conscious

• Create a sense of community and fun with all colleagues

• Building proactive and effective two-way relationships with the occupiers at the Destination

• Own occupier communications, working with all departments and clients to ensure effective communication

• Meeting with a range of representatives from each retailer within the scheme from decision-makers to store managers, to gain a confident understanding of their business performance objectives, aspirations and needs and identify opportunities to help retailers achieve these

• Collection of turnover and trade information from occupiers

• Oversee occupier customer feedback programmes as appropriate and use the feedback to inform strategy

• Provide reporting on customer and community feedback that can be used to evolve the customer service offer within the destination

• Build proactive and effective two-way relationships with stakeholders within the destination. These stakeholders will include local retailers, leisure operators, public services (such as police), local authorities, schools/ colleges/ universities, charities and such like. The Occupier & Customer Manager will get to know whoever they need to know to unlock unique opportunities and experiences for the scheme

Required skills

• A strong communicator and interpersonal skills

• Strong verbal and written communication skills

• Cold-outreach experience a plus

• Exceptional organisational and multitasking skills

• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy

• A real specialist in retail, having a passion and understanding of retail. (experience of managing relationships with retailers a benefit)

• Understanding of well-being programmes

• Experience of small to medium scale event management

• A passion for customer experience

• Project management and business operations experience

• Innovative thinking – be different and bold in approach

• Able to embrace efficiencies – having an acute appreciation and desire for efficiency

• Be ambitious and commercially minded

Location:

On-site –Reading, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Apply for the job role here.