Assistant Manager

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Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Position: Assistant Manager - Soft Services & Client Relations, Mumbai
Business: Property and Asset Management, Mumbai

What this job involves 

You will oversee the housekeeping services and team at site. Your main role will be to ensure we provide excellent hygiene standards at the site as per client requirements. You will also be assisting management and Property Manager with any assigned projects and providing backup to the Property Manager when required. Following would be your site deliverables. You will also be JLL’s front liner at the site for anticipating guest needs and resolving all customer related concerns. Your role is to ensure that customer service is maintained as per the standards set by the us. Your day to day activities will involve.

Inspect work performed to ensure that it meets specifications and established standards.
Ensure the upkeep of the assignment/task as per set SOP.
To make plans/ schedules and inspect/assigns work to subordinate supervisors and/or teams.
Conduct regular briefing for ground staff. 
Ensure discipline, proper attire and etiquette in subordinate staff. 
Vendor management, regular meeting with respective vendors for resolution of site related issues.
Implementation of all standard operating procedures at site to ensure smooth site operations.
Ensure closure of complaints about services and equipment and take corrective action.
Maintain required records of work hours, budgets, and other information.
Regular/ frequent rounds to be taken to inspect and evaluate the physical condition of facilities to determine the type of work required.
Check and maintain equipment to ensure that it is in working order.
Brief and de-brief all supervisory staff. 
Monitor all cleaning activity, ensure it is done as per set SOP, in order to maintain premises in best possible way and to enhance the lifespan of equipment.
Conduct training on regular basis for work policies and procedures. 
Maintain inventory of consumable stock to ensure that supplies and other equipment are available in adequate amount.
Select and order or purchase new equipment, supplies, or furnishings.
Prepare reports Like DMR, MMR, QBR and other related reports at site 
Recommend changes that could improve services and increase operational efficiency.
Perform financial tasks, such as estimating costs and preparing/managing budgets
Plan & arrange for change in beautification of certain areas every quarterly and for festivals & events.
Receiving calls and emails from clients to ensure closure of complaints and communicating the actions taken to the stakeholders in a poised and confident manner.
Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
Monitoring the helpdesk and customer service executives on a regular basis.
Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team.
Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
Helping to ensure that any complaint/requests and/or emergencies are handled in an expeditious manner (as per JLL policies) and contact the proper authorities when needed.
Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
Act as a secondary point of contact for all occupants, in case of client escalation. 
Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.

Site details:
You will be working on Atria Mall, which is a Retail Mall, located at Worli, Mumbai.

Site dynamics:
1.Work Schedule:
2.Site team: e.g.: Property Manager +2
3.Other details if any

Reporting:
You will be reporting to property Manager. 

Sound like you? Here is what we’re looking for: 

Being Analytical and Meticulous
You must pay attention to detail and have excellent problem-solving skills. You will be maintaining, supporting and validating the performance of subordinate staff. You will demonstrate the ability to manage others and communicate information effectively with the internal and external customers.

Qualifications
You will have a Degree / Diploma in hotel management / hospitality with minimum 5-7 years of work experience, Effective communication skills and knowledge of processes for providing customer service would be an added advantage. You will have a relevant education background in hospitality studies would be preferred, with min 2-3 years of work experience OR 4-5 years of experience in client facing roles.
Good Communication skills with speech clarity, fluency in English language will be important. 
Willingness to work in flexible shifts, weekends and holidays as per requirement will be a must.
Basic understanding of operating computers and mobile application and MS Office (Excel, Word, PowerPoint) is an added advantage.

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.

Apply today

Location:

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

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