​Workplace Experience Associate (Soft Services)

JLL empowers you to shape a brighter way.  

Our people at JLL 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 GOALS

• Assist the Workplace Services Lead in the delivery of services to operate and maintain the property including any designated financial, technical, maintenance, procurement, asset & vendor management.
• Develop an understanding of and sound working relationships with key representatives of the client and key suppliers/service providers with whom you operate in support of the site.    

DUTIES AND RESPONSIBILITIES

• Service Delivery: Manage, monitor, and coordinate all soft services to ensure high-quality service delivery, including daily cleaning, meeting services, waste management, security, pest control, landscaping, dining, reception and other related services.
• Vendor Management: Oversee and manage service providers, contractors, and vendors to ensure adherence to service level agreements, contracts, and quality standards. Conduct regular inspections to assess performance and address any deficiencies.
• Budgeting and Cost Control: Develop and manage the soft services budget, monitor expenses, and identify cost-saving opportunities. Provide regular reports and analysis on expenses to ensure efficient utilization of resources.
• Staff Management: train and manage a team of soft services staff, including cleaners, security personnel, landscapers, and other support staff. Set performance targets, provide regular feedback, and conduct performance evaluations.
• Compliance and Safety: Maintain a safe and compliant working environment by ensuring that all soft services activities adhere to relevant health, safety, and environmental regulations. Develop and implement policies, procedures, and training programs to mitigate risks and improve safety performance.
• Stakeholder Management: Collaborate with colleagues, users, and other stakeholders to understand their needs and address any service-related issues or concerns. Foster effective communication channels to enhance customer satisfaction.
• Continuous Improvement: Regularly review and assess soft services operations, identify areas for improvement, and implement innovative solutions and best practices. Stay updated on industry trends, technologies, and emerging practices to enhance service quality and efficiency.
• Understand the operational & technical requirements of the elements of the site for which you are responsible. Ensure that current contracts are maintained to provide necessary supplies and services.
• Review and spot-check your areas of responsibility to ensure that suppliers/service providers are meeting contractual obligations to the client.
• Run the Human Experience and communications program for the site.
• Monitor the Work Order system as it effects your area & ensure that rectification works are recorded & actioned in a timely manner.
• Routinely test Audio Visual equipment functionality; communicate necessary maintenance & repair as required.
• Ensure the smooth running of meetings&/or events at the site.
• Assist with critical out-of-hours issues & participate as a key team member in responses to emergency situations.
• Dining Services: Overall management of service contractual agreements and smooth operation. Escalation to vendor management if issues take place. Manage Dining Services including ensuring timely delivery of meals with no delays, regular and periodical meal and service inspections and analysis, ensure enough meal quantities delivered, quality of food is up to agreed levels, no transaction issues (i.e. employee payments for meals are accordingly menu pricelist). Kitchen and serving audits: making sure the vendors comply with health and food safety regulations. Participate in JLL HSE audit to vendors’ service and kitchen.
• Health and Safety Management: Be a site safety SPOC. Ensure that the site meets all legal, regulatory and Client’s required HS&E regulation. Leads Site O&M HSE Action Plans. Ensures contractors adhere to and provide needed match to HSE scope and reporting. Ensure that all JLL staff are working in compliance with HS&E   regulations. Carry out supervisory responsibilities in accordance with      client/JLL policies and applicable laws, particularly EH&S.
• Provide backup support for the Facilities Manager in times of absence.
• Clearly document & communicate all client expectations to the balance of the WPS team.
• Work collaboratively with facilities team colleagues both within the P&G Account & in the wider JLL network.
• Ensure general administrative activities under your control are conducted in a timely and efficient manner.
• Assist with any other duties as assigned by the WPE lead or Senior Account Management on a need be basis.
• Support with Invoice collection and process for payment. Payments follow up.
• Administer the following systems:

              FM SOPs

              Security system

              Catering system if required.

              Risk management system

              HS&E

              Corrigo

              JDE

             

KEY PERFORMANCE MEASURES

In your areas of responsibility:

• Uninterrupted site operations
• Client Satisfaction
• Continuously improving service

EMPLOYEE SPECIFICATIONS

KEY COMPETENCIES

• Bachelor's degree in facilities management, business administration, Hotel Business administration or a related field (preferred).
• Experience in Customer Service and Hospitality.  
• Proven experience in managing soft services within a commercial real estate or facilities management context.
• Strong knowledge of soft services operations, industry best practices, and relevant regulations.
• Excellent leadership and management skills with the ability to inspire and motivate a team.
• Outstanding communication, negotiation, and interpersonal skills with the ability to build and maintain effective relationships.
• Proficiency in computer applications/systems related to soft services management.
• Ability to work effectively under pressure and manage multiple priorities.
• In-depth understanding of budgeting and cost control principles.
• Certification in facilities management or related field (desirable).

LEADERSHIP

• Represent JLL by behaving consistently with cultural and company requirements.
• Provide services to Procter & Gamble in keeping with P&G’s cultural and company requirements.
• Work towards objectives unsupervised.
• Be willing to assist & mentor colleagues.

PERSONAL EFFECTIVENESS

• Provide an effective contribution to the team’s delivery.
• Contributes via regular feedback, to the overall performance of the delivery team.
• Works towards individual targets, monitor and manages individual performance.

DECISION MAKING

• Be able to make difficult decisions and resolve problems or improve operations.
• Actively search-out opportunities to achieve better or best results and increase the service delivery provided by JLL.

RELATIONSHIP BUILDING

• Promote open, constructive, and collaborative relations with superiors, subordinates, peers and clients.
• Gains respects of superiors, subordinates, peers, and clients.

COMMUNICATION

• Listens effectively and communicate through actions and example. Has strong written and oral communication skills.

Note: This job description is intended as a general guide and may be subject to change. Additional responsibilities and duties may be assigned as needed to support the needs of the business.

Location:

On-site –Dubai, ARE

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.