Workplace Experience Enabler

2 months ago

Mumbai, India JLL Full time

JLL supports the Whole You, personally and professionally.

Workspace Experience Enabler

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.
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.

Transforming to the Workspace Team of the future

Client/Stakeholder Management

Leadership / Staff Management

Operations Management

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)
Client Focus & Relationship Management - ‘I Value my Customers’
People Management and Team Leadership - ‘I am a Team Player’
Program Management & Organizational Skills - ‘I am Proactive’
Problem Solving & Strategic Thinking - ‘I am Innovative’

Other Personal Characteristics

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
Deliver an exceptional quality of service to the Client, as reflected by Client feedback
Actively recover feedback from the end user
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
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

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
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
Ability to lead team effective

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