Workspace Experience Enabler

JLL; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

JLL is seeking a seasoned Workplace Experience professional in Taguig to lead community engagement, oversee space management, and ensure exceptional client service.

You will act as the primary contact for workplace operations, coordinate with facilities vendors, and drive continuous improvement for the site's experience and functionality.

Ideal candidates have 3–5 years in hospitality/event management or serviced office environments, a relevant degree, and strong communication skills.

Qualifications

• Bachelor’s degree in facilities management, building, business or related field.
• 3–5 years experience in Hospitality / Flight Attendant / Events Management / Serviced Office
• Strong communication and customer-facing skills.
• Ability to lead and manage a team.

Responsibilities

• Serve as single point of contact for facility issues and space needs.
• Maintain relationships with client business units and neighbourhood community.
• Monitor vendors and ensure SLA/KPI delivery.
• Lead and develop the Workplace Experience Team.
• Escalate issues to management as required.
• Participate in ad-hoc projects.

Skills

Hospitality mindset

Stakeholder management

Communication skills

Analytical abilities

Team collaboration

Education

Bachelor's degree in facilities management, building, business or related field

Job description

Job Description

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 peopleand 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.

MAJOR RESPONSIBILITIES

Transforming to the Workplace Team of the future

• Has a natural hospitality-orientated communications acumen
• Embedded “Go To” trusted Workplace partner fostering all-level relationships
• Understands business traits/ cadence/ needs
• Deep Workplace & Surrounding area knowledge
• Shares observations regarding any misalignment to nudge behaviors (incl. data from Workplace Delivery team)
• Single Point of Contact for issues resolution & workplace change within space
• Acts as basic “counsel” regarding space needs/options as per Workplace Standards
• Develop an active and visible Workplace Experience Team
• Be part of a highly proactive, responsive, dynamic and agile team
• Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
• Monitor service providers performance to ensure contractual obligations are met and exceeded
• Liaise between vendors and users for scheduling work date for managing client's expectations
• Escalate facilities issues to management team when necessary
• Consolidate feedback to management team regularly for ongoing improvement implementation
• Participate in ad-hoc projects when required

I am a Community Ambassador

• I know each person by name, what they do and what community they belong too. If a new person commences I greet them and help them settle into their new working environment

• If something needs repairing, I arrange it with my colleagues in facilities and I ensure it is repaired correctly. If the washrooms need attending, I know about it immediately and get things sorted out

• I report to the Workspace Experience Lead who ensures I have all the backup I need

• By observing behaviour of my community, I share my ideas to facilities and other supporting teams in order to improve the working environment

Client/Stakeholder Management (in support of the Workspace Site Lead)

• Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback
• Actively recover feedback from the end user

Leadership / Staff Management

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success

• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members

Operations Management

• Must be customer focused and be proactive in establishing customer relationships;
• Establish direct relationship with the client business units and their neighbourhood community, understand their issues, display confidence and satisfy needs and requirements of all requests; Acts as basic “counsel” regarding space needs/options as per Workplace Standards
• Single Point of Contact for issues resolution & workplace change within space; Embedded “Go To” trusted Workplace partner fostering all-level relationships
• Responsible and accountable for all service request; Be responsible for all clients within designated area
• Undertake continuous floor inspections, ensure cleanliness and maintenance is correct
• Handling helpdesk service request from users via telephone/mobile, MS Teams or email correspondence
• Communicate with users by consolidating feedback to ensure expectations are achieved
• Ensure service deliverables are met with SLA and KPI; Work with all related parties on timely delivery of all services
• Coordinate with vendors to ensure facilities services are delivered on a timely manner
• Escalate facilities issues to management team when necessary; Raise risks to Workspace Experience Enabler Lead & Workspace Site Lead further investigation
• Oversee office premises and delivery of hospitality services for users
• Conduct data analysis report when necessary
• Generate reports and conduct presentations as per the service delivery requirements and overall account management
• Ensure the delivery of all operational requirements as per the client scope of works across site
• Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
• Drive Client specific initiatives such technology roll-outs, benchmarking, best practices etc.
• Support Regional initiatives such as user experience programs, JLL system roll-outs, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
• Ensure operations are aligned to financial processes and controls are always adhered to achieve good financial management.
• Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures
• Ensure data integrity of all systems across the Region and perform audits from time to time
• Participate in ad-hoc projects when required

CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA

Ideal Experience

• Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
• Strong analytical, organization and administration skills
• An added benefit would be a Bachelor’s degree in facilities management, building, business or other related field;
• Good communication skills
• 3 – 5 years’ experience - Hospitality / Flight Attendant / Events Management / Serviced Office
• Must be customer focused and be proactive in establishing customer relationships
• Proven ability to function effectively as part of a team
• Proven ability to initiate and follow with improvement initiatives, create opportunities for efficiencies and process amendments
• Ability to effectively communicate and interact with all levels of people

Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)

Client Focus & Relationship Management – ‘I Value my Customers’

• Demonstrates proactive & professional approach to customer service and stakeholder engagement
• Has a natural hospitality-orientated communications acumen
• 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

People Management and Team Leadership – ‘I am a Team Player’

• Ability to lead team effectively, train them well and promote open, constructive and collaborative relationships at all levels

Program Management & Organizational Skills – ‘I am Proactive’

• Excellent planning & organizational skills to prioritize work and meet tight deadlines
• Proven ability to manage multiple and complex operational matters on a daily basis

Problem Solving & Strategic Thinking – ‘I am Innovative’

• 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

Other Personal Characteristics

• Natural communicator who enjoys engaging at all levels
• Self-motivated and confident
• Exhibits honesty & trustworthiness
• Open to new ideas & willing to challenge status quo
• Works well with diverse teams from various countries/cultures

KEY STAKEHOLDERS

Management Staff

Client Representatives

Client Occupants / End-users

Vendor Staff

Location

On-site –Taguig, Philippines

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