Workplace Experience Associate

JLL•Cincinnati, OH

14d•Onsite

About The Position

The Workplace Experience Associate – Dining Concierge plays a vital role in delivering exceptional workplace experiences by managing and elevating dining and hospitality services within our facilities. This position combines operational facility management responsibilities with a specialized focus on creating memorable dining experiences that enhance employee satisfaction and support our workplace culture objectives. As the primary liaison between building occupants, culinary vendors, and facility management teams, you'll ensure seamless service delivery while building relationships that make a meaningful impact on the daily workplace experience.

Requirements

Bachelor's degree in Hospitality Management, Facility Management, Business Administration, or related field, or equivalent combination of education and experience.
Minimum 2-3 years of experience in facility management, hospitality services, food service operations, or corporate dining environments.
Demonstrated knowledge of food safety regulations, health codes, and best practices in commercial food service operations.
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and workplace management software platforms.
Familiarity with computer equipment and modern workplace technology applications.
Strong customer service orientation with proven ability to build relationships, handle challenging situations diplomatically, and deliver consistent positive experiences.
Excellent interpersonal skills with ability to communicate effectively through both oral and written channels.
Clear, professional verbal and written communication skills with ability to engage effectively across all organizational levels and diverse audiences.
Excellent organizational and multitasking abilities with keen attention to detail and ability to manage competing priorities in a fast-paced environment.
Detail-oriented approach to delivering results timely and with the highest quality standards.
Team player and collaborative worker who thrives in fast-paced environments.
Self-motivated with strong work ethic and ability to work independently while supporting team objectives.
Passion for creating exceptional experiences and going above and beyond to meet user needs and exceed expectations.
Empowered mindset to create memorable human experiences for clients, internal JLL teams, and account stakeholders while upholding all safety standards.
Resourceful approach to identifying issues, developing creative solutions, and implementing improvements proactively.
Team-oriented mindset with ability to build productive relationships with vendors, colleagues, and building occupants.
Flexible and composed under pressure, capable of adjusting priorities and responding effectively to changing circumstances.
Ability to frequently walk around buildings and navigate stairs throughout the workday.
Comfortable with regular movement and physical activity as part of daily responsibilities.
This position operates primarily in an office and commercial dining environment with regular movement throughout the facility.
Physical requirements include standing or walking for extended periods, occasional lifting up to 25 pounds, and ability to conduct facility inspections.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Professional certifications such as Facility Management Professional (FMP), Certified Hospitality Manager, or food safety certifications (ServSafe Manager).
Experience with workplace experience platforms, building management systems, or computerized maintenance management systems (CMMS).
Knowledge of sustainable food service practices, dietary trends, and wellness program integration.
Previous experience in corporate real estate, commercial property management, or integrated facility services environments.

Responsibilities

Manage onsite vendor relationships to ensure alignment with organizational standards and expectations.
Collaborate closely with the dining vendor to address program needs and optimize service delivery while ensuring contract compliance, service level agreements, and continuous improvement.
Work with vendors on menu variety, dietary accommodations, and sustainable sourcing practices as established by the Americas Dining Lead.
Conduct weekly meetings with the Dining Manager to review sales data, catering events, dining feedback, and open work orders.
Analyze key performance data to identify trends, opportunities, and areas for improvement in vendor services.
Drive continuous improvement in service quality through data-driven insights and stakeholder feedback.
Review user feedback from direct input, Voice of the Customer dashboard insights, and direct engagement to identify trends and implement meaningful service improvements.
Recommend process enhancements to elevate operational efficiency and customer satisfaction.
Oversee daily operations of onsite dining facilities, cafeterias, coffee bars, and catering services to ensure seamless service delivery and exceptional guest experiences.
Monitor food quality, presentation standards, service efficiency, and cleanliness to maintain consistently high hospitality standards throughout all dining touchpoints.
Collaborate with the Facility Manager to support building operations, including coordination of maintenance activities, space planning, vendor management, and compliance with health, safety, and building codes.
Assist with budget management, invoice processing, and cost control measures related to dining operations and general facility expenditures.
Coordinate building services such as housekeeping, waste management, and supply ordering to ensure dining areas and common spaces maintain professional appearance standards.
Support workplace services initiatives including mail distribution, conference room management, reception coverage, and visitor coordination as needed.
Act as the face of hospitality services, building relationships with building occupants and proactively addressing their needs with professionalism and genuine care.
Develop and distribute dining communications including weekly menus, promotional materials, dietary information, and announcements about special events or service changes.
Respond promptly to service requests, complaints, and inquiries through multiple channels including email, workplace apps, and in-person interactions, ensuring timely resolution and follow-up.
Create welcoming, inclusive dining environments that accommodate diverse dietary requirements, cultural preferences, and accessibility needs.
Conduct weekly floor ambassador walks across designated floors to maintain visible presence and engagement with building occupants.
Perform weekly "moments that matter" walks to identify service opportunities and proactively address employee needs.
Conduct daily front of house and back of house café inspections, documenting results through the JLL Serve system.
Report identified issues to the Café Manager and submit work orders through the Facility Management system.
Inspect kitchenettes regularly to ensure cleanliness and functionality.
Verify that water and coffee machines are properly stocked and operational, coordinating with dining services to address equipment issues promptly.