Destination Host Team Leader at Jll

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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.   

Destination Host Team Lead

Join the team at the iconic Bullring, Birmingham's premier shopping destination! We're seeking a Destination Host Team lead to contribute to the success of this vibrant and dynamic retail environment. If you're passionate about customer service and thrive in a fast-paced, customer-focused setting, we encourage you to apply.

Reporting to: Occupier Customer Manager

Role Purpose

To manage a team of Destination Hosts in creating exceptional experiences within the destination. The supervisor ensures hosts maintain deep understanding of occupiers, customers, and stakeholders while building meaningful relationships. This role ensures the destination feels like a second home for visitors - a place that integrates with their lifestyle and community.

Key Responsibilities

Team Leadership

• To deputise in the absence of the Occupier Customer Manager

• Manage, coach, and develop a team of Destination Hosts

• Create staff schedules and ensure appropriate coverage throughout operating hours

• Conduct regular performance reviews and provide feedback to team members

• Implement training programs to enhance team's customer service skills

• Model exceptional customer service behaviors for the team to emulate

Customer Experience Management

• Oversee the creation of a welcoming, inviting environment throughout the destination

• Ensure team addresses security, cleaning, and maintenance issues promptly

• Maintain high visibility and recognition among occupiers and visitors

• Collect, analyse, and act upon occupier and visitor feedback

• Foster community atmosphere among occupiers through knowledge sharing initiatives

Operational Excellence

• Monitor team adherence to destination standards for appearance and service

• Coordinate with Occupier and Customer Manager on events and marketing activities

• Support event management including problem-solving and guest relations

• Identify opportunities to enhance visitor experience and generate interest

• Ensure all team members maintain security awareness and follow protocols

Stakeholder Management

• Build strong relationships with occupiers, from store managers to decision makers

• Oversee collection of turnover information from tenants

• Manage retailer customer feedback programs

• In the absence of the Occupier and Customer Manager report to the Destination Director

• Prepare reports on customer and community feedback for leadership

• Develop connections with local community stakeholders

Required Skills

• Relevant supervisory/management experience in retail or hospitality environment

• Advanced IT Skills to include Word, Excel, and PowerPoint

• Exceptional communication and interpersonal abilities

• Strong organisational and multitasking capabilities

• Proven leadership skills with ability to motivate teams

• Experience in retail operations and customer experience

• Event management experience

• Project management skills

• Commercial awareness and business acumen

• Innovative thinking with focus on continuous improvement

• Service Excellence

Location:

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 [email protected] 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.

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