Major Responsibilities
Transforming to the Workplace Team of the future
- Creates Occupant Delight
- Has a natural hospitality-orientated communications acumen
- Embedded Go To trusted Workplace partner fostering all-level relationships
- Understands business traits/ cadence/ needs
- Deep Workplace & Surrounding area knowledge
- Shares observations regarding any misalignment to nudge behaviors (incl. data from Workplace Delivery team)
- Single Point of Contact for issues resolution & workplace change within the premises
- Problem solves & Resets space on the fly
- Develop an active and visible team of Workspace Experience Enablers
- Be part of a highly proactive, responsive, dynamic and agile team
- Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
- Liaise between amenities team & facilities for event setup logistics
- Engage floor user by using data analysis
- Escalate facilities issues to management team when necessary
- Consolidate feedback to management team regularly for ongoing improvement implementation
- Participate in ad-hoc projects when required
I am a Community Ambassador
- I own my floor/s and take personal responsibility for everyone and everything on my floor/s
- If something needs repairing, I arrange it with my colleagues in Workplace Delivery/Technical Services and ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out
- I work with Amenities Services team when there are event host on my floor to ensure the venue is clean and tidy before/after event
- By observing behavior of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment
Client/Stakeholder Management
- Assist Site Lead in Pro-actively developing and managing Client relationships ensuring that expected service levels are achieved
- Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
- Deliver an exceptional quality of service to the Client, as reflected by Client feedback
- Actively recover feedback from the end user
Leadership / Staff Management
- Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
- Proactively manage the team to deliver the best workplace experience
- Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members.
Operations Management
- Must be customer focused and be proactive in establishing customer relationships
- Responsible and accountable for all service request
- Ensure service deliverables are met with SLA and KPI
- Work with all related parties on timely delivery of all services
- Be responsible for all clients within designated area
- Problem solves & Resets space on the fly
- When necessary raise risks to Workspace Site Lead for further investigation
- Embedded Go To trusted Workplace partner fostering all-level relationships
- To undertake continuous floor inspections ensure cleanliness and maintenance is correct
- Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
- Continuous Improvement implementation
- Single Point of Contact for issues resolution & workplace change within space
- Conduct data analysis report when necessary
- Be the JLL face of WE program in the workplace and within the team
- Acts as basic counsel regarding space needs/options as per Workplace Standards
- Ensure the delivery of all operational requirements as per the client scope of works across site
- Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
- Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
- Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
- Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management.
- Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
- Ensure data integrity of all systems across the Region and perform audits from time to time
- Ensure meeting or exceeding SLA/KPI scores
- Generate reports and conduct presentations as needed
- Handling helpdesk service request from users via telephone or email correspondence
- Coordinate with Workplace Delivery/Technical team to ensure Repair & Maintenance services, materials, equipment's and fixtures is attended and completed
- Oversee office premises and delivery of hospitality services for users
- Provide administrative support of issuing work order to vendors as and when required
- Liaise between amenities team & facilities for event setup logistics
- Communicate with users by consolidating feedback to ensure expectations are achieved
- Escalate facilities issues to management team when necessary
- Participate in ad-hoc projects when required
- Proactively follow up any survey platform on sites to ensure all requests/complaints are being addressed in a timely manner
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
- Strong analytical, organization and administration skills
- An added benefit would be a Bachelor's degree/ Degree in Hotel Management, business or other related field; or facilities management background
- Excellent communication verbal and written
- 3 5 years experience - in hospitality or facilities management
- Must be customer focused and be proactive in establishing customer relationships
- Proven ability to function effectively as part of a team
- Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
- Ability to effectively communicate and interact with all levels of people
Critical Competencies for Success (with corresponding I am JLL behaviors)
Client Focus & Relationship Management I Value my Customers
- Demonstrates proactive & professional approach to customer service and stakeholder engagement
- Has a natural hospitality-orientated communications acumen
- Ability to interact with a wide range of client staff, including senior levels
- Ability to manage conflict and balance between client and firm requirements
- Has a customer service oriented attitude
People Management and Team Leadership I am a Team Player
- Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
Program Management & Organizational Skills I Am Proactive
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters on a daily basis
Problem Solving & Strategic Thinking I am Innovative
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical, proven ability to solve problems using a quantitative approach
- Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
- Natural communicator who enjoys engaging at all levels
- Self-motivated and confident
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
KEY STAKEHOLDERS
Management Staff
Client Representatives
Client Occupants / End-users
Vendor Staff
DIRECT REPORTS
Workspace Experience Enablers
REPORTING TO
Workspace City Lead
