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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.
DUTIES & RESPONSIBILITIES
The Individual is responsible for providing excellent customer service and creating an exceptional experience to all staff, TVCs, their guests and vendors who are their business partners. They must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is their responsibility to maintain the cleanliness, comfort, safety, and overall appearance of their assigned area to the highest standards, either through self performance or vendors. The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position. The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality, meeting room services management, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned.
This position also requires the individual to have an ear to the ground and be aware of everything that’s going in the organisation, from knowing which important meetings and events will be taking place, to coordinating deliveries of flowers.
The Individual represents the brand and image of both our client and JLL. It is likely to be the first face that a visitor sees when he steps out of the lift or into the office, and it is therefore crucial that he is given a positive experience from the first step into the client’s office space. The individual to be punctual, dependable and reliable. In addition, the individual is expected to remain poised, polite and professional during any people conflicts. Maturity, a cool head and fun-loving attitude is necessary.
Create and provide memorable and exceptional experience for all clients, internal and external, in the clien office.
Ensure messaging is consistent and in line with directions given by the Supervisor.
Respond to client inquiries and concerns promptly and with courtesy and enthusiasm.
Build relationships by engaging clients in authentic, personable conversations.
Create WOW experiences by anticipating client needs and seizing the moment; acting on them before being requested
Provide a positive environment where things get done
Take ownership of customer issues and proactively seek to resolve them quickly.
Provide end to end service; take responsibility and accountability.
Provide exceptional communication to clients.
Communicate effectively and correctly.
Respond, follow up and close – both via email and in person.
Maintain current/up to date knowledge of the building and office procedures and client/guest-related information including, but not limited to:
Information about the history of the office location, and the office design concept
Information on the facilities of the building, in the office, and of the general area
General event information
Emergency response procedure and incident reporting
Patrol and check the immediate space of responsibility for cleanliness issues, safety (and security) hazards and document any irregularities.
Be the eyes and ears of the EHSS and soft services/hard services/ operations team. Maintain the general presentation of the office by appropriately notifying departments/owners responsible for the maintenance, or to self-perform the remedy immediately, regardless whether it is a temporary or permanent solution, and where it is possible to do so without compromising on safety and standards.
Report infractions immediately and according to procedure
Ensure that the aesthetics are preserved and repairs requirements are reported to immediately and actions taken promptly
Report and log data on unusual occurrences such as property damage, injuries, theft, etc., and create detailed incident reports in a timely manner.
Gather information in accordance to procedure and prepare incident reports within KPI or policy guidelines and free from errors.
Provide back-up support and cover to absent team members.
Provide emergency on-site attendance as needed.
Carry out tasks relating to customer service, hospitality and experience, administration, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned
Community events support
Contribute to ideas development and solutioning
Support the team members with the coordination of community events
Maintain excellent relationship with the vendor so that they are motivated to provide good customer service and go above and beyond
Immediately inform the line manager of any vendor or customer related issues, or when there is a sense of potential issues
Meeting room services management
Support the team members with the requirements of meeting room services management including pre-badging support, internal coordination to facilitate end to end services delivery
Assist with mobile concierge related duties as required, taking duty rotation as assigned
Filing and data management
Critical Competencies for Success
Great attitude
Proactive and positive
Gung-ho and can-do attitude
Solution oriented
Client Focus & Relationship Management
Demonstrates proactive and professional approach to customer service and stakeholder engagement
Able to interact with a wide range of client staff, including senior levels and support staff
Able to manage conflict and balance between client and JLL requirements
Has a customer service oriented attitude
Leadership, Collaboration and Team Worker
Able to effectively lead a group of people to meet objectives, and promote open, constructive and collaborative relationships at all levels
Able to work collaboratively and be part of a team working towards meeting deliverables
Project Management & Organizational Skills
Excellent planning & organizational skills, ability to prioritize work and meet tight deadlines
Proven ability to manage multiple operational matters on a daily basis
Problem Solving & Strategic Thinking
Capacity to deal with ambiguity and solve problems effectively
Analytical
Able to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Strong communicator
Good presentation skills and possesses strong verbal & written communication skills (English & local language).
Skilled at using positive language
An active listener
Passion for quality
Has an eye for detail to make sure the best delivery of services
Self-motivated
Confident and energetic
Enthusiastic
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.
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.
DUTIES & RESPONSIBILITIES
The Individual is responsible for providing excellent customer service and creating an exceptional experience to all staff, TVCs, their guests and vendors who are their business partners. They must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is their responsibility to maintain the cleanliness, comfort, safety, and overall appearance of their assigned area to the highest standards, either through self performance or vendors. The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position. The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality, meeting room services management, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned.
This position also requires the individual to have an ear to the ground and be aware of everything that’s going in the organisation, from knowing which important meetings and events will be taking place, to coordinating deliveries of flowers.
The Individual represents the brand and image of both our client and JLL. It is likely to be the first face that a visitor sees when he steps out of the lift or into the office, and it is therefore crucial that he is given a positive experience from the first step into the client’s office space. The individual to be punctual, dependable and reliable. In addition, the individual is expected to remain poised, polite and professional during any people conflicts. Maturity, a cool head and fun-loving attitude is necessary.
Create and provide memorable and exceptional experience for all clients, internal and external, in the clien office.
Ensure messaging is consistent and in line with directions given by the Supervisor.
Respond to client inquiries and concerns promptly and with courtesy and enthusiasm.
Build relationships by engaging clients in authentic, personable conversations.
Create WOW experiences by anticipating client needs and seizing the moment; acting on them before being requested
Provide a positive environment where things get done
Take ownership of customer issues and proactively seek to resolve them quickly.
Provide end to end service; take responsibility and accountability.
Provide exceptional communication to clients.
Communicate effectively and correctly.
Respond, follow up and close – both via email and in person.
Maintain current/up to date knowledge of the building and office procedures and client/guest-related information including, but not limited to:
Information about the history of the office location, and the office design concept
Information on the facilities of the building, in the office, and of the general area
General event information
Emergency response procedure and incident reporting
Patrol and check the immediate space of responsibility for cleanliness issues, safety (and security) hazards and document any irregularities.
Be the eyes and ears of the EHSS and soft services/hard services/ operations team. Maintain the general presentation of the office by appropriately notifying departments/owners responsible for the maintenance, or to self-perform the remedy immediately, regardless whether it is a temporary or permanent solution, and where it is possible to do so without compromising on safety and standards.
Report infractions immediately and according to procedure
Ensure that the aesthetics are preserved and repairs requirements are reported to immediately and actions taken promptly
Report and log data on unusual occurrences such as property damage, injuries, theft, etc., and create detailed incident reports in a timely manner.
Gather information in accordance to procedure and prepare incident reports within KPI or policy guidelines and free from errors.
Provide back-up support and cover to absent team members.
Provide emergency on-site attendance as needed.
Carry out tasks relating to customer service, hospitality and experience, administration, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned
Community events support
Contribute to ideas development and solutioning
Support the team members with the coordination of community events
Maintain excellent relationship with the vendor so that they are motivated to provide good customer service and go above and beyond
Immediately inform the line manager of any vendor or customer related issues, or when there is a sense of potential issues
Meeting room services management
Support the team members with the requirements of meeting room services management including pre-badging support, internal coordination to facilitate end to end services delivery
Assist with mobile concierge related duties as required, taking duty rotation as assigned
Filing and data management
Critical Competencies for Success
Great attitude
Proactive and positive
Gung-ho and can-do attitude
Solution oriented
Client Focus & Relationship Management
Demonstrates proactive and professional approach to customer service and stakeholder engagement
Able to interact with a wide range of client staff, including senior levels and support staff
Able to manage conflict and balance between client and JLL requirements
Has a customer service oriented attitude
Leadership, Collaboration and Team Worker
Able to effectively lead a group of people to meet objectives, and promote open, constructive and collaborative relationships at all levels
Able to work collaboratively and be part of a team working towards meeting deliverables
Project Management & Organizational Skills
Excellent planning & organizational skills, ability to prioritize work and meet tight deadlines
Proven ability to manage multiple operational matters on a daily basis
Problem Solving & Strategic Thinking
Capacity to deal with ambiguity and solve problems effectively
Analytical
Able to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
Strong communicator
Good presentation skills and possesses strong verbal & written communication skills (English & local language).
Skilled at using positive language
An active listener
Passion for quality
Has an eye for detail to make sure the best delivery of services
Self-motivated
Confident and energetic
Enthusiastic
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.
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