Develop an active and visible Workplace Team that is proactive, responsive, dynamic, engaging, and agile
Manage & oversee soft services as part of the scope delivered
Review operational SOP's & propose / make changes as part of continuous improvement
Human Experience
Deliver the account's Human Experience (Hx) across the campus and ensure the delivery of all operational requirements to uplift workplace experience, community engagement and sense of wellness and well-being across the campus
Deliver programs that drive employee engagement, sense of belonging, excitement and fun at work that contribute to employee productivity and pride
Ensure the account's HX program initiatives are measurable and tangible to the workplace
Client Engagement
Create a fun and impactful client engagement strategy
Engage with all guests, employees, and key stakeholders
Imbed in the Soft Services team a culture of empowerment, engagement, and fulfilment
Develop client support/feedback initiatives e.g. FAQ
Build a community of ambassadors to delivery soft services that are authentic, caring, and able to provide timely services
Ensure effective communications and reporting to clients on operation matters and Workplace Experience
Evaluate service response time and analyse occupants service request trends and suggestions
Ensure feedback from client sessions is recorded and actioned to the satisfaction of the end user
Communication
Lead the development and implementation of all internal communication strategies in collaboration with client's leadership with a focus on improving culture and employee engagement.
Liaise with JLL team and client on soft service delivery
Share regular event and celebrations content through client's internal monitors, blog posts, newsletters, and other communication channels.
Create, manage JLL profile within the client account
Adopt innovative communication strategies
Champion monthly meetings with stakeholders to enhance relationships
Team Management
Team player, motivational leader, work across business unit to establish a collaborative environment.
Identify area of development for his /her staff
Drive the campus team to meet all key performance indicators as set out in the Account plan & SLA.
Actively encourage an environment that drive teamwork, co-operation & performance excellence
Act as manager and a coach for the team ensuring high staff morale, trust, and work ethics
Ensure the team is well trained on all facilities policies, procedures, and systems
Reporting
Ensure the monthly performance report is generated to meet SLA standards.
Review monthly financial reports including the preparation of accruals and variance analysis
Required Experience
3-5 years experience in Hospitality and/or Tourism sector or related professional area (Preferably experience in airlines and hotel industry) / Experienced in Hospitality and/or F&B and/or Tourism sector or related professional area / Events Operations Management
Degree/Diploma from an accredited institute
Exceptional customer service skills and professionalism with a passion for hospitality
Ability to manage multiple priorities and deliver results in a fast-paced environment
Excellent organizational skills and process management
