Workspace Experience Enabler

JLL supports the Whole You, personally and professionally.
Workspace Experience Enabler
Work Dynamics
**What this job involves**:
Overall, Role
This position is in its nature proactive and focused on the detail, to ensure workplace 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 actively ensures the day-to-day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs and SLAs. Importantly alignment must prevail with the Workplace Experience team to ensure service delivery to the ultimate target of creating Customer Delight, with agility of mind, and so service provision, to maintain this alignment.
Transforming to the Workplace Team of the future
Establish direct relationship with the employees
Single Point of Contact of employees
Respond and close all feedback within defined SLA
Shares observations regarding any misalignment to defined guidelines of the area allocated
Have periodic connects with all point of contact of different business to understand their perspective of service
Execute employee engagement events & participate in promotions in line with client expectations
Report any concerns or patterns in employee feedback periodically to Assistant Manager
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Support in client specific initiatives such technology rollouts, benchmarking, best practices etc.
Welcoming guests in a friendly and professional way.
Addressing and escalating customer complaints.
Providing information about varieties of food available, programs and other services.
Take daily customer feedback & maintain good POY score.
Making people aware about new food program and offers and speciality.
Always maintain grooming standards set by the organization
Operations Management
Functional operational control to deliver excellence every time
Implement service tasks, procedures and policies and measure performance
Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered
Understand the operational & technical requirements of the site and ensure that current contracts are maintained to provide necessary supplies and services
Provide comprehensive workplace management for the office premises
Implement and manage the change control process
Resolve user's complaints and concerns with solutions and follow up
Be able to resolve problems or improve operations
Implementation of service task, procedures and policies
Prepare risk assessments for self-delivery
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
Responsible for monitoring and managing staff performance with criteria set in Individual Performance Management
Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
Ensure service deliverables meet SLAs and KPIs
Work with all related parties on timely delivery of all services
Ensuring up to date information on Client’s Property Services SharePoint
When necessary raise risks to Workplace 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
Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
Resets back to agreed format, including owning Clear Deck policy / Lost property process enactment and associated reporting to Workplace 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 workplace
Ideal Experience
Excellent verbal and written communication skills
A minimum of 1 years in the facility management industry/hospitality industry
Bachelor's degree in hospitality management would be preferred.
Other Personal Characteristics
Detail focused and proactive in nature
Self-motivated
Exhibits honesty & trustworthiness
Open to new ideas & willing to challenge status quo
**What we can do for you**:
At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.
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
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