Workplace Experience Manager

JLL • Riverwoods, IL

1d • Onsite

About The Position

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 people and 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. JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams. What this job involves The Guest Service Manager is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service. The Guest Service Manager will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This role is responsible for the implementation of the experience program at the client site. This role will oversee the daily operations of the Guest Services program and will provide oversight of a secondary office location, participation in regular regional meetings among other things. This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Requirements

• High school diploma or GED
• Previous Supervisory or Management experience with experience in the Hospitality industry or knowledge of the commercial real estate industry
• Proficient skills in Google Suite (Gmail, sheets, slides and docs)
• Proven ability to manage multiple priorities and deliver results in fast-paced environments with demonstrated initiative, integrity, and strong judgment, coupled with excellent verbal and written communication skills, highly collaborative interpersonal abilities, and exceptional customer service expertise.

Nice To Haves

• Familiarity with soft services delivery including food services, mailroom, and vendor relationship management
• Experience managing service level agreements and performance metrics in workplace or hospitality settings
• Background in work order management systems and administrative support functions

Responsibilities

• Respond and follow through to requests for information and communicate with all levels of management with minimal supervision.
• Identify potential risks and escalate, to ensure no incident or disruption to the Client’s operations.
• Oversee the following programs: temporary access badges, landlord building access cards, lost & found, luggage storage, quarterly inspections for art and meeting rooms.
• Oversee the execution of on site events in coordination with the conference services team and admins.
• Facilitate mail and package services.
• Perform daily quality assurance checks to make sure the overall operation is staffed properly and operating smoothly.
• Resolve problems associated with all building services including: janitorial, facilities, mailroom, copier services, parking, badging, and conference rooms.
• Submit work orders through appropriate channels.
• Work collaboratively with other service line leads and the landlord to ensure expectations are exceeded.
• Update training and informational materials as needed.
• Assists with projects and initiatives that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our Client and JLL.
• Manages the weekly guest service schedules, schedule requests and approves weekly timesheets.
• Assists in the recruiting, onboarding, training, year evaluation and coaching of the team.
• Perform additional job duties, as requested.
• Ability to be visibly engaged and maintain a strong on-site presence throughout the workplace
• Capability to conduct routine walkthroughs and assessments of multiple workspace areas
• Flexibility to assist with client events, catering, and serve as training center concierge for internal/external events as needed
• Ability to quickly adapt to new devices, technology, and applications in a dynamic work environment
• Capability to work collaboratively within integrated account teams across all workstreams

Benefits

• JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
• Some of these benefits may include:
• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED