Lobby Manager

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Primary Role Objective:

To ensure & maintain high standards in soft services, including visitor management, housekeeping, horticulture, and complaint handling, while supporting sustainability initiatives aligned with WELL Health-Safety Rating and IGBC Platinum certification.

Key Responsibility Areas (KRAs):

1. Visitor and Access Management:

Manage the digital Visitor Management System (VMS) for pre-registration, access control, and data security.

Issue visitor passes and coordinate with tenants for approvals.

Operations and control of the online tool for the building access system, VMS and other services.

Onboarding of occupants on access tool and support to team in managing/accessing the tool.

Ensure security protocols followed and escalated where necessary.

2. Front Desk Operations:

Act as the first point of contact for visitors and occupants with a professional and service-oriented approach.

Manage incoming calls, messages, and inquiries efficiently.

Maintain the front desk area and ensure it reflects a high standard of cleanliness and professionalism.

3. Coordination with Occupants:

Act as a communication bridge between occupants and building management.

Update tenants on upcoming events, changes in any services and visitor access procedures.

Capture and act on feedback to improve service levels.

Prepare and share monthly newsletters to all key stakeholders of occupants for the asset updates/relevant useful information.

4. Complaint Management within TAT:

Log and track complaints related to front desk, access, housekeeping, and soft services.

Ensure resolution within defined Turnaround Time (TAT).

Escalate critical or repeated issues to senior management.

Maintain reports for analysis and performance reviews.

Fortnightly/monthly audits of lift lobbies capturing soft services and other EHS aspects.

5. Staff Briefing & Soft Skills Training:

Conduct daily huddles with lobby, housekeeping staff and others.

Professional etiquette and grooming.

Safe chemical handling and use of sustainable products.

Emergency procedures and customer service excellence.

Encourage cross-training to improve team flexibility and capability.

6. Upkeep of reception area:

Oversee the aesthetic and health of indoor plants.

Schedule routine maintenance and seasonal refreshes with horticulture vendors.

Regular polishing of the floors and claddings, cleaning of upholstery and assets kept in reception area.

7. Housekeeping Material/ Sustainable Chemicals:

Ensure only eco-friendly, low-VOC (Volatile Organic Compounds), and biodegradable chemicals are used.

Select materials that are certified by recognized eco-labels (e.g., Green Seal, EcoLogo, Safer Choice).

Avoid products containing harmful ingredients such as chlorine, ammonia, or phthalates.

Ensure compliance with WELL HSR, IGBC, and local health/environmental regulations.

Record usage for sustainability audits and periodic reviews.

1. Housekeeping & Soft Services – WELL HSR / IGBC Platinum

Align and support the HK manager, preparing SOP's and scheduling work with WELL and IGBC hygiene, wellness, and environmental standards.

Monitor indoor air quality and odor control in lobby/common areas.

Conduct regular inspections and quality audits.

9. Event Support & Coordination (Retail):

Assist the Retail Manager in organizing and executing retail events and promotions.

Coordinate logistics, materials, and communication for events.

Provide on-ground support during events.

Liaise with vendors and participants as needed.

10. Upkeep of I street (Retail space):

Ensure the retail area is clean, well-lit, and presentable at all times.

Coordinate with housekeeping and maintenance for any issue in the retail zone.

Support the Retail Manager in ensuring a positive customer and retailer experience.

Act as the eyes and ears on ground for any repairs, breakdowns, or tenant concerns.

11. Footfall Report & Retail Sales Coordination:

Collect monthly sales reports from all individual retailers on or before deadline.

Prepare a consolidated Footfall & Sales Performance Report for I Street.

Follow up with retailers who delay or miss submission.

Maintain a record of all submissions for audit or reference purposes.

Share data with the Retail Manager for reviews and decision-making.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table

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 where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.