Assistant Manager - Workplace Experience & Workspace Delivery

Jones Lang LaSalle (JLL); Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Jones Lang LaSalle (JLL) Bengaluru is seeking an Assistant Manager for Workplace Experience Workspace Delivery. You will lead the Workplace Experience and housekeeping teams, ensuring top-notch service across all touchpoints and aligning with the Workspace Experience group to deliver exceptional occupant experiences.

You will manage vendor relationships, enforce SOPs and SLAs, and drive continuous improvement in operations, safety, and quality while maintaining strong stakeholder communication

Qualifications

• Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, Facilities Management, or related field.
• Minimum 3-6 years of progressive experience in hospitality, facilities management, soft services, hotel housekeeping, or workplace services.
• At least 2 years of team leadership or supervisory experience in service-oriented environments.
• Demonstrated experience managing vendor relationships and service contracts.

Responsibilities

• Lead, mentor, and develop Workplace Experience Enablers and housekeeping staff.
• Establish clear performance expectations and conduct regular team assessments.
• Foster a culture of service excellence and continuous learning within the team.
• Coordinate team schedules and coverage to ensure seamless service delivery across operating hours.
• Oversee daily workplace and housekeeping operations to maintain reliability across service touchpoints.
• Monitor compliance with SOPs and SLAs; conduct regular quality assessments.

Skills

Communication skills

Team leadership

Vendor management

Problem solving

Education

Bachelor's degree in Hospitality/Hotel Management or related field

Tools

MS Office

Job description

Job Summary

The Assistant Manager - Workplace Experience Workspace Delivery serves as a strategic operational leader, overseeing and elevating workplace services and day-to-day housekeeping operations to achieve exceptional occupant and guest experiences. This role combines hands-on operational management with team leadership, ensuring consistent service excellence through detailed oversight, proactive problem-solving, and continuous improvement initiatives.

Working within Work Dynamics (Integrated Facilities Management), the position maintains a large, modern and upscale office, enforces quality assurance for cleanliness, and ensures alignment with the Workspace Experience team to create Employee Delight with agility of mind. The role requires a service-minded professional who can balance operational efficiency with the human-centered approach needed to create workplace environments that truly delight users.

Key Responsibilities

• Lead, mentor, and develop Workplace Experience Enablers and housekeeping staff, providing coaching, performance feedback, and professional growth opportunities
• Establish clear performance expectations and conduct regular team assessments aligned with Individual Performance Management criteria
• Foster a culture of service excellence, attention to detail, and continuous learning within the workplace services team
• Coordinate team schedules, workload distribution, and coverage to ensure seamless service delivery across all operating hours
• Assign team members duties and inspect work for conformance to prescribed standards of cleanliness
• Support team members in resolving complex occupant requests and challenging operational situations
• Oversee daily workplace and housekeeping operations to ensure works every time reliability across all service touchpoints
• Monitor and audit compliance with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) across all workplace services
• Conduct regular quality assessments and spot-checks of both internal team performance and vendor service delivery
• Implement and manage change control processes, ensuring all modifications are properly documented and communicated
• Oversee Clear Deck policy enforcement, lost property processes, and comprehensive reporting to Workplace Experience teams for stakeholder communication
• Schedule cleaning of carpets, upholstery, deep cleaning projects, window cleaning, and periodic major cleaning projects
• Ensure proper key control procedures are utilised by staff
• Manage relationships with multiple service providers, ensuring contractual obligations are consistently met
• Evaluate vendor performance against established KPIs and SLAs, implementing corrective actions when necessary
• Coordinate vendor activities to minimize disruption to occupants while maintaining service quality standards
• Coordinate with specialist vendors including Pest Control, Horticulture, Floor Maintenance, and Facade Maintenance
• Investigate concerns regarding housekeeping service and equipment, and take corrective action
• Review and assess operational and technical site requirements to ensure contracts provide necessary supplies and services
• Inventory cleaning supplies and order to ensure adequate stock levels
• Submit requests for repair and periodic maintenance of cleaning equipment
• Schedule and complete all PPM (Planned Preventive Maintenance) works and audit works completed by vendors under AMC contracts
• Negotiate service improvements and cost optimizations within established procurement guidelines
• Analyze operational data and performance metrics to identify trends, opportunities, and areas for enhancement
• Develop and implement process improvements that enhance efficiency while maintaining or improving service quality
• Lead cost optimization initiatives with a value-driven mindset, balancing budget consciousness with service excellence
• Prepare comprehensive risk assessments for self-delivered services and ensure appropriate mitigation strategies
• Maintain current and accurate information within Client Property Services SharePoint systems
• Serve as escalation point for after-hours critical issues and emergency situations
• Lead incident response coordination, ensuring proper documentation, communication, and follow-up actions
• Establish and maintain emergency protocols, ensuring team readiness for various scenarios
• Report building incidents through established escalation channels with appropriate measures and solutions
• Coordinate with security, facilities, and other stakeholders during emergency situations
• Resolve complex occupant complaints and concerns, ensuring satisfactory outcomes and proper follow-up
• Maintain proactive communication with Workplace Experience Site Leads regarding operational performance, risks, and opportunities
• Maintain clear, efficient communication and coordination with engineering and front-of-house teams
• Collaborate with Lines of Business (LOBs) to understand evolving workplace needs and adjust service delivery accordingly
• Champion the employee delight philosophy, ensuring all team interactions reflect a commitment to exceptional service
• Conduct regular occupant feedback sessions and implement improvements based on user input

Required Qualifications

• Bachelor s degree in Hospitality Management, Hotel Management, Business Administration, Facilities Management, or related field
• Minimum 3-6 years of progressive experience in hospitality, facilities management, soft services, hotel housekeeping, or workplace services
• At least 2 years of team leadership or supervisory experience, preferably in service-oriented environments
• Demonstrated experience managing vendor relationships and service contracts

Core Competencies

• Exceptional verbal and written communication skills with ability to interact professionally with all organizational levels
• Proven ability to lead teams, manage performance, and develop talent in fast-paced service environments
• Experience with workplace technology systems, reporting tools, and data analysis
• Proficient in MS Office suite

Personal Attributes

• Service excellence mindset with genuine commitment to creating positive workplace experiences
• An eye for detail and the ability to effectively deal with clients, other departments, and housekeeping staff
• Adaptable and open to new ideas with willingness to challenge existing processes for improvement; versatile in meeting client changing needs
• Strong organizational skills with ability to manage multiple priorities and competing demands
• Proactive approach to identifying and addressing potential issues before they impact occupant experience

Location

On-site - Bengaluru