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 imagealways 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.
