What are the responsibilities and job description for the Workplace Services Coordinator position at JLL?
What this job involves - The Workplace Services Coordinator is responsible for delivering exceptional client experience every day through enhanced ticket management, client engagement, proactive communication, and high touch service within a select portfolio of properties. The Workplace Services Coordinator will be expected to increase the level of engagement and partnership between JLL, service partners and our client to provide superior service delivery while enhancing their individual personal and professional skills. This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment into your day to day.
Job Responsibilities
Manage and respond to executive ticket requests, partnering with the workplace services delivery team to resolve requests and deliver top notch service to executives within the portfolio
Lead implementation of building readiness standards for executive spaces and partner with local workplace teams to ensure consistent executive experience across portfolio
Proactively recognize building operational needs and opportunities in the workplace experience to reduce friction for client's employees
Ensure Workplace Services are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations
Partner, collaborate, and influence broader team of Workplace Services Coordinators to consistently deliver high touch customer service by fostering a positive work culture and strong team dynamic
Supports team leads in incorporating lessons learned and best practices into standard operating procedures and playbooks as needed
Briefs leadership on key local developments and seizes opportunities to play a role in the execution of the client workplace strategy
Supports data collection, analysis and reporting to ensure alignment with the clients' goals and objectives
Achieve and exceeds goals including performance goals, team goals and client's goals and objectives
Strive to continually improve Experience Service performance
Onsite five days a week
Ensuring Exceptional Service
Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams.
Builds meaningful lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations
Visibly engaged and well known in the workplace; onsite 5 days a week
Conduct routine walkthroughs and assessments of the workspace and soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
Receives and responds to all requests or issues within a specific period of time, including a personal follow up to client employees to ensure timely responses to questions / requests
Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (janitorial, mailroom, etc.)
Assistance and flexibility with client events and catering as needed to ensure flawless delivery
Assists with third party vendor relationships and service partners to provide maximum service delivery
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to client's operations occur
Provide operational excellence through administrative support as well as work order management
Qualifications
Associates or Bachelor's degree or equivalent, preferred
2-3 years minimum prior relevant experience in hospitality, facility / property management, building operations and/or knowledge of commercial real estate
Exceptional customer service skills and professionalism with a passion for hospitality
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customerservice
Excellent verbal and written communication skills with the ability to communicate professionally
Excellent organizational skills and process management
Ability to problem solve and develop process enhancements
Ability to work independently - strong prioritization and time management skills
Ability to work with diverse teams - lead by example; respectful, cooperative, accountable
Ability to manage multiple priorities and deliver results in a fast-paced environment
Ability to quickly adapt to new devices, technology, and applications
Adhere to the appearance policy
Proficient in the Google Suite of Office Tools
Proficient in Microsoft Office Suite
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Job Responsibilities
Manage and respond to executive ticket requests, partnering with the workplace services delivery team to resolve requests and deliver top notch service to executives within the portfolio
Lead implementation of building readiness standards for executive spaces and partner with local workplace teams to ensure consistent executive experience across portfolio
Proactively recognize building operational needs and opportunities in the workplace experience to reduce friction for client's employees
Ensure Workplace Services are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations
Partner, collaborate, and influence broader team of Workplace Services Coordinators to consistently deliver high touch customer service by fostering a positive work culture and strong team dynamic
Supports team leads in incorporating lessons learned and best practices into standard operating procedures and playbooks as needed
Briefs leadership on key local developments and seizes opportunities to play a role in the execution of the client workplace strategy
Supports data collection, analysis and reporting to ensure alignment with the clients' goals and objectives
Achieve and exceeds goals including performance goals, team goals and client's goals and objectives
Strive to continually improve Experience Service performance
Onsite five days a week
Ensuring Exceptional Service
Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams.
Builds meaningful lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations
Visibly engaged and well known in the workplace; onsite 5 days a week
Conduct routine walkthroughs and assessments of the workspace and soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
Receives and responds to all requests or issues within a specific period of time, including a personal follow up to client employees to ensure timely responses to questions / requests
Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (janitorial, mailroom, etc.)
Assistance and flexibility with client events and catering as needed to ensure flawless delivery
Assists with third party vendor relationships and service partners to provide maximum service delivery
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to client's operations occur
Provide operational excellence through administrative support as well as work order management
Qualifications
Associates or Bachelor's degree or equivalent, preferred
2-3 years minimum prior relevant experience in hospitality, facility / property management, building operations and/or knowledge of commercial real estate
Exceptional customer service skills and professionalism with a passion for hospitality
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customerservice
Excellent verbal and written communication skills with the ability to communicate professionally
Excellent organizational skills and process management
Ability to problem solve and develop process enhancements
Ability to work independently - strong prioritization and time management skills
Ability to work with diverse teams - lead by example; respectful, cooperative, accountable
Ability to manage multiple priorities and deliver results in a fast-paced environment
Ability to quickly adapt to new devices, technology, and applications
Adhere to the appearance policy
Proficient in the Google Suite of Office Tools
Proficient in Microsoft Office Suite
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
