Join to apply for the Destination Host role at JLL
The purpose of the Destination Host is to create an incredible place for people to visit our client site Cabot Circus 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 Cabot Circus in the Bristol community as the place to be.
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
* Be the main point of contact and support for occupants of the shopping destination
* Be mobile, highly visible, and build relationships with the occupiers and visitors
* Obtain feedback from the occupiers and visitors for reporting purposes to improve the experience of all stakeholders
* Liaise with security, cleaning, and maintenance teams to flag issues and follow through to resolution
* Be accountable in daily interactions and responsibilities, with the ability to use initiative and be self-led
* Communicate 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
* Be reliable, flexible, honest and a strong advocate for the destination and always provide a consistent service
* Curate an inclusive community within the destination that is inviting and exciting for everyone working and visiting the shopping centre
* Build and share knowledge between occupiers, creating a community atmosphere
* Be security conscious; be familiar with the shopping destination security processes and raise concerns when things do not look right
* Support in overseeing events on the day, including problem-solving and welcoming guests
* Build relationships with local charity and community groups
* Provide general administrative support to the destination Management team
* Familiarise yourself with site systems and complete tasks quickly
* Collate data and ensure accuracy while working to deadlines
Focus on People
* Actively and positively engage with colleagues, occupiers, and visitors to build relationships and create a community feel
* Anticipate the needs of visitors to the destination and follow up to ensure expectations are met and where possible exceeded
* Take ownership and responsibility, managing your own time
Effective Communication
* Handle queries efficiently and supply relevant information as required
* Proactively identify and troubleshoot issues
* Complete a handover with colleagues and other stakeholders when taking time out of the business or between shifts
* Be aware of relevant legislation including health & safety and security considerations
* Build proactive two-way relationships with occupiers and other stakeholders
* Own occupier communications, working with all departments and clients to ensure effective communication
* Meet with representatives from each retailer to understand their business and needs
* Collection of turnover and trade information from occupiers
* Oversee occupier customer feedback programmes and use the feedback to inform strategy
* Provide reporting on customer and community feedback to evolve the customer service offer within the destination
* Aid Occupier and Customer Manager in building proactive relationships with stakeholders within the destination (retailers, leisure operators, public services, local authorities, charities, etc.)
Required Skills
* A strong communicator and interpersonal skills
* Retail or hospitality experience essential
* Strong verbal and written communication skills
* Cold-outreach experience a plus
* Exceptional organisation, time management and prioritisation skills
* Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy
* Experience in an event environment would be beneficial
* A passion for customer experience
* Innovative thinking and initiative in finding new ways of working
* Work efficiently and ability to learn new systems and software
* Ambitious and commercially minded
Seniority level
* Associate
Employment type
* Contract
Job function
* Design, Art/Creative, and Information Technology
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