Tenant and Guest Experience Ambassador

Job description

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. Job Summary The Tenant and Guest Experience Ambassador (the “Ambassador”) is the human face of a premier office building in the heart of Uptown, Dallas — the first and last impression for tenants (our “customers”), executives, their employees, and their guests. This is a dynamic, multi-purpose role built for someone who can move fluidly between warm, high-touch hospitality and sharp, high-IQ problem-solving. The ideal candidate reads a room instantly, anticipates needs before they are spoken, and treats every request — no matter how large, small, or unusual — as an opportunity to deliver a high-touch, white-glove experience. The Ambassador is the person that tenants and their guests turn to first: the one who knows every name, every standing preference, and every way to make the building feel considered. This is not a reception desk. It is a hospitality command center for the building. The property is entering an active season of reinvestment — main lobby experience shifting, amenity floors evolving and growing, the day-to-day changing often. This role is the connective tissue through that transformation: equal parts high-touch service, clear tenant communication, and hands-on activation of the spaces and programming that make the building feel alive. The Ambassador starts as the sole owner of the tenant experience function on-site, with the opportunity to shape — and eventually build — what comes next as the program grows. Key Responsibilities Guest & Tenant Experience Own the arrival and serve as the primary point of welcome for tenants, employees, and visitors by name, delivering a warm, polished, and personalized greeting every time Offers courteous escorts to elevators for guests, ensuring they feel welcomed and guided throughout their visit Promptly notifies tenant hosts when their guests are on their way up, ensuring preparedness and smooth arrivals Deliver bespoke and high-touch white glove service — field and fulfill a wide range of requests — dining and event reservations, transportation, courier and package handling, gifting, and only-in-Dallas recommendations. Anticipate needs proactively — from daily conveniences to complex, one-off requests — and resolve them with speed, discretion, and follow-through with speed and discretion. Curates and updates comprehensive resources including premium area guides, cultural event calendars, and exclusive recommendations. Manage access and coordinate visitor management, badging, and access to ensure a seamless, welcoming arrival every time. Maintain the concierge desk, lobby and guest-facing areas to a white-glove visual and operational standard at all times. Manage incoming calls, inquiries, and the building's service-request platform, prioritizing and routing with sound judgment. Liaise with building engineering, janitorial, security, and property management teams to trigger and track service requests to swift resolution. One of the main points of contacts with the in-place food and beverage/restaurant operators in the building. Relationship & Communication Serve as the trusted, consistent voice tenants hear from — especially for construction updates, access changes, and building news that requires a steady hand and clear notice. Build genuine relationships with office managers, executive assistants, and decision-makers as their go-to advocate in the building. De-escalate concerns with composure, empathy and ownership, keeping property management leadership informed of recurring issues or opportunities. Represent the building's brand and hospitality standard consistently in every interaction, written or in person. Build strategic partnerships within the luxury hospitality and tourism industry including five-star hotels, fine dining establishments, cultural institutions, private clubs, and exclusive service providers. Network actively with area concierge professionals, Convention & Visitors Bureau, Office of Tourism, and premier attractions to stay informed of exclusive opportunities and area events. Communicate team-related information to General Manager and XM Account Manager in a timely and thorough manner Completes all requested reports, documentation, and administrative tasks by specified deadlines with precision Participates in building operations meetings and supports all property programs and initiatives Tenant Amenity Spaces Oversee the tenant lounge, fitness center, conference, and hospitality-driven amenity spaces, ensuring each reflects the building's standard even mid-renovation. Coordinate conference room setup, catering, turnover, and vendor partners for meetings, catering, and AV needs in amenity and conference spaces. Recommend enhancements to amenity spaces as the building's footprint evolves through construction. Tenant Programming & Events Design and run a calendar of intentional tenant engagement — wellness, social, seasonal, and appreciation activations — with the energy and consistency of a well-run community program. Partner with the on-site Property Management team to curate signature experiences and moments that turn tenants into advocates. Track what resonates and evolves the programming calendar accordingly — this is a living program. Leading Through Transformation Stay ahead of disruption, anticipate how construction will touch the tenant experience — access, noise, timelines — and get ahead of it with clear, proactive communication. Bring creative, resourc