Soft Services Executive

JLL supports the Whole You, personally and professionally.
**Position**: Soft Services Executive
**Business**: Property and Asset Management, Mohali
Job Overview
You will be the face of JLL at the client's site, responsible for managing all soft services including customer relations, housekeeping, horticulture, and helpdesk functions. You will oversee the tenant/guest experience while ensuring all services are delivered to the highest standards. Your comprehensive responsibilities include:
**Customer Relations**:
Cooperate, coordinate and communicate with other departments to ensure excellent customer experience
Take customer feedback after every service request/complaint and share improvement points with the team
Maintain a hospitality outlook and always look presentable
Take ownership of requests or complaints, ensuring they are handled effectively within TAT
Conduct daily rounds of the premises and report any lapses/observations to the relevant team
Conduct timely Customer Feedback Surveys and share reports with client/management
Respond to emergency situations according to JLL policies and contact proper authorities when needed
Manage lost and found procedures
Participate in training programs at site/JLL office
**Housekeeping Management**:
Supervise daily housekeeping activities and staff
Ensure all common areas, facilities, and amenities are cleaned as per schedule
Manage cleaning inventory and equipment maintenance
Conduct quality inspections to verify compliance with cleaning standards
Train staff on proper cleaning techniques and safe use of chemicals
Create and implement cleaning schedules and checklists
Coordinate with vendors for specialized cleaning services when required
Ensure proper waste management and segregation practices
Maintain housekeeping operation records and prepare regular reports
**Horticulture Supervision**:
Oversee the maintenance of lawns, gardens, trees, and plants
Implement seasonal planting schedules
Monitor irrigation systems and ensure optimal water usage
Supervise plant health and implement pest/disease control measures
Manage gardening staff and allocate daily tasks
Maintain inventory of gardening tools, equipment, and supplies
Ensure compliance with environmental regulations
Conduct regular inspections of outdoor areas and address issues promptly
**Helpdesk Operations**:
Categorize and prioritize service requests based on urgency and impact
Assign tasks to appropriate teams/individuals and track their progress
Maintain updated records in the helpdesk management system
Follow up on service requests to ensure timely resolution
Communicate with tenants/clients about the status of their requests
Generate periodic reports on service request volumes, resolution times, and pending issues
Identify recurring issues for systemic solutions
**Administrative Duties**:
Ensure closure of complaints with proper communication to stakeholders
Maintain filing systems, inventory records, MMR, DMR, complaint trackers, and dashboards
Update handover/takeover register before end of shift for all completed/pending tasks
Manage and participate in property events
Overlook general maintenance and guest handling
**Site details**:
You will be working on a commercial site, located at Mohali.
Education & Experience - Graduation in any discipline (required) with 7-8 years experience in facility management/soft services management Key Skills: Customer service, team management, communication, problem-solving, MS Office
**Site dynamics**:
**Work Schedule**: Site team: e.g.: Property Manager +2 Other details if any
**Reporting**:
You will be directly reporting to the Property Manager as per site.
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and whe