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.   

DUTIES AND RESPONSIBILITIES

The Individual is responsible for providing excellent customer service and creating an exceptional experience to all Google staff, TVCs, their guests and vendors who are their business partners. They must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is their responsibility to maintain the cleanliness, comfort, safety, and overall appearance of their assigned area to the highest standards, either through self performance or vendors.  The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position.  The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality, meeting room services management, mailroom services, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, etc), space planning, event management and any others that may fall within the scope mentioned.

This position also requires the individual to have an ear to the ground and be aware of everything that’s going on in the organization, from knowing which important meetings and events will be taking place.

The Individual represents the brand and image of both our client and JLL. It is likely to be the first face that a visitor sees when he steps out of the lift or into the office, and it is therefore crucial that she is given a positive experience from the first step into the client’s office space. The individual to be punctual, dependable and reliable. In addition, the individual is expected to remain poised, polite and professional during any conflicts. Maturity, a cool head and fun-loving attitude is necessary.

Create and provide memorable and exceptional experience for all clients, internal and external, in the Google office.

Ensure messaging is consistent and in line with directions given by the manager.

Respond to client inquiries and concerns promptly and with courtesy and enthusiasm.

Build relationships by engaging clients in authentic, personable conversations.

Create WOW experiences by anticipating client needs and seizing the moment; acting on them before being requested.

Provide a positive environment where things get done.

Take ownership of customer issues and proactively seek to resolve them quickly. 

Provide end to end service; take responsibility and accountability.

Provide exceptional communication to clients.

Communicate effectively and correctly.

Respond, follow up and close – both via email and in person.

Maintain current / up to date knowledge of the building and office procedures and client/guest-related information including, but not limited to:

Information about the history of the office location, and the office design concept

Information on the facilities of the building, in the office, and of the general area 

Information on the incoming and outgoing mails data, keys, badges management, Lost & Found data

General event information

Emergency response procedure and incident reporting

Reception SOW

Monthly report (MMR)

Patrol and check the immediate space of responsibility for cleanliness issues, safety (and security) hazards and document any irregularities.

Be the eyes and ears of the EHS and soft services/hard services/ operations team. Maintain the general presentation of the office by appropriately notifying departments/owners responsible for the maintenance, or to self-perform the remedy immediately, regardless whether it is a temporary or permanent solution, and where it is possible to do so without compromising on safety and standards. 

Report infractions immediately and according to procedure

Ensure that the aesthetics are preserved and repairs requirements are reported to immediately and actions taken promptly

Provide back-up support and cover to absent team members.

Carry out tasks relating to customer service, mailroom services, hospitality and experience, administration, the broad spectrum of facilities & building management and operations (hard and soft services etc), space planning, event management and any others that may fall within the scope mentioned

Mailroom service management.

Handle incoming and outgoing mails / parcels with accurate information (recipients, address, waybill number and phone number etc.)

Maintain a good relationship with the courier vendor so that they are motivated to provide good customer service

Immediately inform the team or line manager for any vendor or customer related or potential issues/ risks.

Able to use the mail system (automail)

Community events support.

Contribute to ideas development and solutioning

Where possible and applicable, employ technological solutions to enhance customer experience, and increase the efficiencies of deliveries 

Support the team members with the coordination of community events including but not exclusive to the following:

Vendor sourcing, and service and cost negotiation

Props sourcing and contributing to DIY efforts

Develop pre and post event publicity materials including posters, videos, etc

Information research

Maintain excellent relationship with the vendor so that they are motivated to provide good customer service and go above and beyond

Immediately inform the line manager of any vendor or customer related issues, or when there is a sense of potential issues

Develop back up plans to ensure that the events can continue on time and deliver the desired output

Manage inventory register, movements and tracking

Provide low cost ideas/solutions which do not compromise on quality

Assist to develop publicity content and strategy

User event support

Assist users with the end-to-end process of event venue booking and manage required set-up and facilities requirements.

Proactively identify solutions and provide alternatives for users encountering issues or inability to complete tasks within the ticket system, including suggesting alternative room booking options.

Ensure strong communication with janitorial staff to clearly convey and coordinate set-up requirements for all events.

Internal publicity management

Publish the events on JLL Peeps @ Google and any other available portal to increase awareness of the team’s initiatives

Manage the online database of images, artwork and materials related to the events

Contribute to annual event calendar planning

Assist with event budget planning and cost management, tracking spend and maintaining the relevant receipts and vendor database

Assist to develop event presentation materials - concepts, ideas board, etc

Assist with mobile concierge related duties as required, taking duty rotation as assigned

Data management

Maintain accurate and current records of all the Inventory list

Ensure the submission of accurate and timely data for Monthly Management Reports (MMR), including key metrics such as total event numbers and site page data.

Ensure the collection and timely submission of waste data.

Meeting room services management

Support the team members with the requirements of meeting room services management including pre-badging support, internal coordination to facilitate end to end services delivery.

CANDIDATE SPECIFICATION:  KEY SELECTION CRITERIA

Critical Competencies for Success

Presentable and well-mannered

Polished and professional presence with a polite and engaging manner

Great attitude

Proactive and positive

Can-do attitude

Solution oriented

Client Focus & Relationship Management

Demonstrates proactive and professional approach to customer service and stakeholder engagement

Able to interact with a wide range of client staff, including senior levels and support staff

Able to manage conflict and balance between client and JLL requirements

Has a customer service oriented attitude

Collaboration and Team Worker

Able to work collaboratively and be part of a team working towards meeting deliverables

Project Management & Organizational Skills

Excellent planning & organizational skills, ability to prioritize work and meet tight deadlines

Proven ability to manage multiple operational matters on a daily basis

Problem Solving & Strategic Thinking

Capacity to deal with ambiguity and solve problems effectively 

Analytical, proven ability to solve problems using a quantitative approach

Able to employ holistic approaches and looks at long term solutions

Other Personal Characteristics

Strong communicator

Good presentation skills and possesses strong verbal & written communication skills (English & Mandarin)

Skilled at using positive language 

An active listener

Passion for quality

Has an eye for detail to make sure the best delivery of services

Self-motivated

Confident and energetic

Enthusiastic

Strong sense of ownership

Ability to effectively deal with stressful situations

Exhibits honesty & trustworthiness

Open to new ideas & willing to challenge status quo

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.