Workplace Delivery Coordinator

6 months ago

Mumbai, India JLL Full time

JLL supports the Whole You, personally and professionally.

Guest Relationship Executive
Work Dynamics

**What this job involves**:
OVERALL ROLE

This position is in its nature proactive and focused on the detail, to ensure workspace services are delivered to an agreed consistent standard to enable Occupant and Guest Experience based on requirements “works every time”, while maintaining safe working practices throughout all we do.

The role oversees the day-to-day service delivery by the Workspace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workspace Experience team to ensure gearing of the service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.

A key aspect of this role is engagement with other service partners to deliver on consistency of service to Occupants and Guests..

MAJOR RESPONSIBILITIES
Transforming to the Workspace Team of the future
Commitment to deliver the best level of service every time through obsessive level of attention to detail
Ensures resets back to agreed format, including owning Clear Deck policy / and associated reporting to Workspace Experience team to allow for onward sharing with LOBs
Proactive checks to agreed schedule, reviewing ping reports from with a proportion after business hours so Occupants come back to refreshed and clean workspace

Client/Stakeholder Management (in support of the Site Lead)
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

Operations Management
Functional operational control to deliver excellence every time
Managing Soft services related operations
Interfacing with the pest control for carrying out the pest control activities at the facility.
Interacting with the Housekeeping vendor, collecting all documents from the vendor for compliance audit
Taking facility rounds and find out snags and raising tickets for the same
Preparing the Daily/Weekly and Monthly reports
Ownership of the Day to day administration, including reports generation of the stocks tracker.
Follow up and close the tickets logged
Take rounds of the facility regularly to identify issues in and initiate immediate rectification actions
Meet the housekeeping in charge during the shift to discuss and communicate priorities for the shift and address complaints
Involve in Vendor staff Training & Development.
Implement service tasks, procedures and policies and measure performance
Provide comprehensive workspace management for the office premises
Be able to resolve problems or improve operations
Implementation of service task, procedures, and policies
Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Report building incident following with set escalation channels with measures and solutions
Coordinate, manage and oversee vendors to perform a wide range of workspace-related services
Work with all related parties on timely delivery of all services
When necessary, raise risks to Workspace Experience Site Lead for further investigation
Continuous Improvement implementation
Cost saving mind-set that drives value for service as every level
Conduct data analysis report when necessary

Ideal Experience
Hospitality / IFM experience of 2 + years or Freshers with Degree/Diploma in Hotel Management or related field.
Added benefit would be experience specifically in Housekeeping, detail oriented with good eye for detail
Good verbal and written communication skills as well as presentation skills
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills

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’
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

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