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 Description

Responsibilities:

Developing and implementing strategies to enhance the overall experience of occupants in the facility, including employees, guests, and visitors.

Develop and implement standard operating procedures to maintain cleanliness and hygiene standards.

Manage and coordinate various soft services such as cleaning, pest control and landscaping within the account’s portfolio & ensuring that these services are delivered to the expected standards and properly aligned with the needs of the organization and its occupants.

Conduct daily routine walkthroughs and assessments of the soft services delivery to ensure ambassador’s compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client

Provide guidance, training, and support to team members, ensuring high standards of performance and professionalism.

Collaborate with external vendors and service providers for efficient delivery of soft services.

Coordinate with internal teams to implement necessary improvements in soft services and human experience.

Collaborating with various teams, such as operations, maintenance, and service providers, to ensure the seamless delivery of services aligned with occupant expectations.

Building and maintaining strong relationships with occupants and stakeholders to understand their requirements and address any concerns or feedback.

Monitor and evaluate the quality of services, addressing any issues or concerns promptly and taking corrective actions when needed.

Utilizing data and analytics to gain insights into occupant preferences, trends, and satisfaction levels and to make data-driven decisions, identify opportunities for improvement.

Proactively seeking opportunities for innovation and improvement in the human experience by staying updated with industry trends and best practices and leveraging technology and new strategies to continuously evolve and enhance occupant satisfaction and well-being.

Implementing initiatives to enhance employee engagement and well-being within client premises such as wellness programs, work-life balance initiatives, diversity and inclusion efforts, and ongoing training and development to create a positive and supportive workplace culture.

Prepare and submit regular reports on facility and team’s service performance, including cleaning, pest control, and landscape maintenance.

Lead a team of ambassadors, by setting governance through audits and mystery shopping

Ensure the upkeep of the team’s attire and adhere to the established grooming standards.

Strive to continually improve experience service performance

Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies

Event Management & Stakeholder Communication

Track all event requests from initiation through completion, maintaining detailed records and status updates

Liaise with stakeholders throughout the event lifecycle, providing timely updates on critical milestones

Provide regular client updates on event progress, changes, and deliverables

Coordinate with all parties (internal and external) to ensure successful event delivery

Manage event timelines with clear accountability and milestone tracking

Event Execution & Operations

Support on-site events, conferences, promotions, functions, and briefings ensuring exceptional visitor experience

Deliver end-to-end event support from pre-event planning through post-event analysis

Supervise event setup and breakdown operations with attention to quality standards

Monitor event progress and implement swift resolution for emerging challenges

Ensure event locations are properly prepared and restored to pre-event condition

Procurement & Vendor Management

Execute procurement activities for events

Maintain high-performing vendor partnerships ensuring adherence to service level agreements

Coordinate logistics for equipment, supplies, and resources to maximize efficiency and cost-effectiveness

Audio Visual Coordination

Ensure all AV equipment is operational and ready for use prior to event commencement

Collaborate with AV support teams to validate functionality of all technical equipment

Conduct pre-event AV testing to prevent technical disruptions during events

Coordinate A/V resources and establish backup solutions and contingency protocols

Stakeholder & Resource Coordination

Ensure essential standby support personnel are on-site during events

Facilitate collaboration with facilities management, security, catering, and service provider teams

Serve as central communication hub for all parties involved in event delivery

Optimize staffing deployment including after-hours and weekend event support

Account Management Support

Support the Account Lead on client account management including reports and presentations for events

Contribute to client-facing materials and documentation development

Participate in account strategy discussions and relationship optimization activities

Provide event-related insights to drive account growth and retention

Process Development & Reporting

Create and implement processes for event management and operational activities

Develop standard operating procedures for event management delivery

Utilize dashboards and reporting tools to provide data-driven insights on performance metrics

Generate regular performance reports tracking KPIs and service delivery excellence

Analyze data to identify improvement opportunities and strategic recommendations

Compliance & Risk Management

Ensure compliance with client security protocols and banking environment requirements

Being a JLL brand enforcer

Do you believe that first impressions last? As the first person that our visitors will see, it’s important that you’re conscious of your professional image—always feeling confident and looking your best (i.e., sticking to the dress code.)

Your commitment to our brand promise of client service would be befitting, as you will deal with the varying demands of visitors and employees. In all your activities, you’ll need to keep in mind that you follow the company’s regulations and requirements.

Skilled on the job

You should be adept in front desk and back office processes with strong admin skills. Familiarity with occupational safety requirements and continuous improvement initiatives is also helpful for you to land this job. And if you can also match these abilities with a computer-savviness, then you might be the one we’re looking for!

Requirement

Mid-level experience from 4 to 5 star Hotel /Tier 2 Airline / F&B industry

Semi-strategic role that will involve high-level planning and guiding the team towards an end to end successful operations

Conduct training, internal journey mapping, audits to keep team in regular check of execution

Help plan & support request required by BUs and ensure requirement are met at high standards

Strong problem-solving skills and the ability to work well under pressure.

Proven experience in a similar guest relations role within a corporate environment.

Strong customer service and communication skills to effectively address guest concerns.

Knowledge of facility management principles, including cleaning, pest control, and landscape services.

Excellent organizational and multitasking abilities to manage multiple soft services simultaneously.

Strong leadership and team management skills, with the ability to motivate and guide a diverse team.

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.

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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.