Workspace Experience Enabler

Jones Lang LaSalle (JLL); Hyderabad; On-site; INR 420,000 - 700,000; Full time

Job summary

Jones Lang LaSalle (JLL) Hyderabad seeks a hospitality-focused occupant experience partner to deliver exceptional service on office floors, acting as the single point of contact for workspace needs and client engagements.

The role emphasizes guest-facing communications, floor rounds, SLA/KPI adherence, and proactive feedback collection to continually improve the workspace experience. Ability to work across shifts and collaborate with facilities teams is essential.

Qualifications

• 2+ years in hospitality (hotels, aviation, coworking spaces)
• Excellent verbal and written communication
• Strong analytical, organizational and administrative skills
• Ability to lead and train a team effectively
• Proactive customer service and stakeholder engagement

Responsibilities

• Create occupant delight and hospitality-focused service on assigned floors
• Act as single point of contact for workspace issues and changes
• Engage with business units and neighbors to understand needs and feedback
• Ensure service requests meet SLA and KPI targets
• Coordinate with facilities and other service partners to resolve issues
• Conduct floor rounds and interact with employees to promote company agenda
• Plan and execute employee engagement events
• Escalate facilities issues to management when necessary
• Support ad-hoc projects and continuous improvement initiatives

Skills

Hospitality experience

Communication skills

Team leadership

Customer service

Problem solving

Analytical thinking

Adaptability

Stakeholder management

Education

Bachelor's degree in Hotel Management or related field

Job description

Job Summary

This position is responsible for creating Delight by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.

This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.

The role acts as an embedded point of contact for the Global Real Estate ( GRE ) team regarding Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviors.

A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.

Transforming to the Workspace Team of the Future

Responsibilities

• Creates Occupant Delight
• Has a natural hospitality-orientated communications acumen
• Embedded Go To trusted Workspace partner fostering all-level relationships
• Understands business traits/ cadence/ needs
• Deep Workspace Surrounding area knowledge
• Shares observations regarding any misalignment to nudge behaviors to workspace assistant manager
• Single Point of Contact for issues resolution Workspace change within allocated floors
• Problem solves Resets space on the fly
• Acts as basic counsel regarding space needs/options as per Workspace Standards
• Be part of a highly proactive, responsive, dynamic, and agile team
• Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Escalate facilities issues to assistant manager when necessary
• Participate in ad-hoc projects when required
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Actively recover feedback from the end user
• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
• Conduct floor rounds covering all employee touch points and ensure all proactive observations are raised
• Be present of allocated floors including lobby to interact with employees and promote firm s agenda
• Connect with employees on a day to basis and develop an connect to drive feedback
• Encourage the employees to share their feedback on the firm provided tool
• Plan and execute employee engagement events
• Responsible and accountable for all service request
• Ensure service deliverables are met with SLA and KPI
• Record utilization of social spaces present on allocated floors
• Coordinate with different service partners to ensure all concerns are closed on time
• Must be customer focused and be proactive in establishing customer relationships
• Solves all concerns and reset spaces on the go
• When necessary, raise risks to assistant manager
• Continuous Improvement implementationEnsure the delivery of all operational requirements as per the client scope of works across site
• Oversee office premises and delivery of hospitality services for users
• Provide administrative support of issuing work order to vendors as and when required
• Escalate facilities issues to management team when necessary
• Proactively follow up any survey platform on sites to ensure all requests/complaints are being addressed in a timely manner

Sounds like you to apply you need to have

• Experience of 2 + years in hospitality - hotels, aviation industry / coworking spaces
• An added benefit would be a bachelor s degree/ Degree in Hotel Management, business or other related field.
• The selected candidate will be required to work across all shifts, including morning, afternoon, and night shifts, as per business needs. Flexibility to work in any shift is essential.
• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• Excellent communication verbal and written
• Proven ability to function effectively as part of a team
• Demonstrates proactive professional approach to customer service and stakeholder engagement
• Ability to interact with a wide range of client staff, including senior levels
• Ability to manage conflict and balance between client and firm requirements
• Has a customer service-oriented attitude
• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
• Proven ability to manage multiple and complex operational matters on a daily basis
• lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels
• Capacity to deal with ambiguity and solve complex problems effectively
• Analytical, proven ability to solve problems using a quantitative approach
• Proven ability to employ holistic approaches and looks at long term solutions
• Natural communicator who enjoys engaging at all levels
• Creative mindset
• Self-motivated and confident
• Exhibits honesty trustworthiness
• Open to new ideas willing to challenge status quo
• Works well with diverse teams