Building Operations, Facilities Services

JLL supports the Whole You, personally and professionally.
**Soft Services ExecutiveDepartment**: Facility Management Services
**Overview**: The Soft Services Executive plays a crucial role in ensuring seamless delivery of all facility soft services including reception, helpdesk, housekeeping, and cafeteria operations. This position requires an experienced professional who can provide hands-on leadership, maintain high service standards, coordinate with multiple vendors, and ensure exceptional customer experience across all service touchpoints.
**DUTIES & RESPONSIBILITIES**: Helpdesk ManagementBe accessible for escalation of all FM related issues
Oversee the Helpdesk work process
Provide management advice to Helpdesk operators for escalated issues
Ensure planning and execution of all preparation required for Conferences/meetings of the client as well as VIP visits scheduled during the shift
Reception & Front Office ManagementOversee the Reception and Front Office function
Ensure visitors are promptly attended by the Front Office Executives (FOE)
Take rounds of the front office and lobby to ensure high standards of housekeeping and upkeep are maintained
Monitor front desk staff performance and provide coaching as needed
Housekeeping Services OversightOverall service delivery assessment of HK vendor
Coordination meetings with vendor for resolution of service issues
Evaluate vendor performance
Ensure that vendor manpower reports at site as per agreed terms and conditions
Undertake audit of the attendance and check their grooming
Conduct regular quality inspections of cleaning standards
Cafeteria Services ManagementEnsure that the caterers are maintaining highest standards of hygiene in the services area
Ensure that the quality and quantity of the food supplies are meeting the requirements
When the food supplies run out, escalate the matter to the caterers' management immediately and make swift alternate arrangements
In food shortage scenarios, communicate with the users and provide alternate solutions and appease them
General Operational ResponsibilitiesOverall coordination with all service providing vendors
Take rounds of the facility regularly to identify issues in Housekeeping, Maintenance, Cafeteria etc. and initiate immediate rectification actions
Prepare weekly shift rosters for Helpdesk, Front Desk and Mailroom and communicate in advance to the staff and transport division
Implement continuous improvement initiatives across all soft services
Ensure adherence to health and safety standards across all service areas
Manage and resolve customer complaints promptly and effectively

**Qualifications**: Bachelor's degree in Facility Management, Hospitality Management, or related field
5+ years of experience in soft services management within corporate environments
Strong knowledge of service quality management and customer experience principles
Proven experience in vendor management and performance evaluation
Excellent problem-solving abilities with strong attention to detail
Superior communication and interpersonal skills
Experience with facility management systems and service request platforms
Ability to work in shifts as required to oversee operations
Professional certifications in facility management or hospitality management preferred
**Skills & Competencies**: Strong leadership and team management capabilities
Excellent customer service orientation
Ability to prioritize and manage multiple tasks simultaneously
Proactive approach to problem identification and resolution
Strong negotiation and vendor management skills
Ability to work under pressure and handle escalations effectively
Detail-oriented with focus on service quality and standards
Proficient in Microsoft Office and facility management software
This position reports to the Facility Manager and works closely with clients, vendors, and the operations team to ensure exceptional soft services delivery across the facility.
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 t