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