Work Dynamics
What this job involves:
This position is responsible for creating Delight by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.
This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.
The role acts as an embedded point of contact for the JPMC Global Real Estate (GRE) team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviours.
A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.
Major Responsibilities
Transforming to the Workspace Team of the future
- Creates Occupant Delight
- Has a natural hospitality-orientated communications acumen
- Embedded Go To trusted Workspace partner fostering all-level relationships
- Understands business traits/ cadence/ needs
- Deep Workspace & Surrounding area knowledge
- Shares observations regarding any misalignment to nudge behaviours to workspace assistant manager
- Single Point of Contact for issues resolution & Workspace change within allocated floors
- Problem solves & Resets space on the fly
- Acts as basic counsel regarding space needs/options as per Workspace Standards
- Be part of a highly proactive, responsive, dynamic and agile team
- Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
- Escalate facilities issues to assistant manager when necessary
- Participate in ad-hoc projects when required
Client/Stakeholder Management
- 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
Operations Management
- Conduct floor rounds covering all employee touch points and ensure all proactive observations are raised
- Be present of allocated floors including lobby to interact with employees and promote firm's agenda
- Connect with employees on a day to basis and develop an connect to drive feedback
- Encourage the employees to share their feedback on the firm provided tool
- Plan and execute employee engagement events
- Responsible and accountable for all service request
- Ensure service deliverables are met with SLA and KPI
- Record utilization of social spaces present on allocated floors
- Coordinate with different service partners to ensure all concerns are closed on time
- Must be customer focused and be proactive in establishing customer relationships
- Solves all concerns and reset spaces on the go
- When necessary raise risks to assistant manager
- Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
- Continuous Improvement implementation
- Acts as basic counsel regarding space needs/options as per Workspace Standards
- Ensure the delivery of all operational requirements as per the client scope of works across site
- Oversee office premises and delivery of hospitality services for users
- Provide administrative support of issuing work order to vendors as and when required
- 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
Sound like you To apply you need to be:
- Experience of 2 + years in hospitality hotels, aviation industry / coworking spaces
- An added benefit would be a Bachelor's degree/ Degree in Hotel Management, business or other related field.
- Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
- Strong analytical, organization and administration skills
- Excellent communication verbal and written
- Must be customer focused and be proactive in establishing customer relationships
- Proven ability to function effectively as part of a team
Critical Competencies for Success (with corresponding I am JLL behaviours)
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
- Proven ability to manage multiple and complex operational matters on a daily basis
- lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
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
- Creative mindset
- 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
What You Can Expect From Us
You'll join an entrepreneurial, inclusive culture. One where we succeed together across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Keep your ambitions in sight and imagine where JLL can take you...
