Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Soft Services ExecutiveDepartment:

Facility Management Services

Overview:

The Soft Services Executive plays a crucial role in ensuring seamless delivery of all facility soft services including reception, helpdesk, housekeeping, and cafeteria operations. This position requires an experienced professional who can provide hands-on leadership, maintain high service standards, coordinate with multiple vendors, and ensure exceptional customer experience across all service touchpoints.

DUTIES & RESPONSIBILITIES:

Helpdesk ManagementBe accessible for escalation of all FM related issues

Oversee the Helpdesk work process

Provide management advice to Helpdesk operators for escalated issues

Ensure planning and execution of all preparation required for Conferences/meetings of the client as well as VIP visits scheduled during the shift

Reception & Front Office ManagementOversee the Reception and Front Office function

Ensure visitors are promptly attended by the Front Office Executives (FOE)

Take rounds of the front office and lobby to ensure high standards of housekeeping and upkeep are maintained

Monitor front desk staff performance and provide coaching as needed

Housekeeping Services OversightOverall service delivery assessment of HK vendor

Coordination meetings with vendor for resolution of service issues

Evaluate vendor performance

Ensure that vendor manpower reports at site as per agreed terms and conditions

Undertake audit of the attendance and check their grooming

Conduct regular quality inspections of cleaning standards

Cafeteria Services ManagementEnsure that the caterers are maintaining highest standards of hygiene in the services area

Ensure that the quality and quantity of the food supplies are meeting the requirements

When the food supplies run out, escalate the matter to the caterers' management immediately and make swift alternate arrangements

In food shortage scenarios, communicate with the users and provide alternate solutions and appease them

General Operational ResponsibilitiesOverall coordination with all service providing vendors

Take rounds of the facility regularly to identify issues in Housekeeping, Maintenance, Cafeteria etc. and initiate immediate rectification actions

Prepare weekly shift rosters for Helpdesk, Front Desk and Mailroom and communicate in advance to the staff and transport division

Implement continuous improvement initiatives across all soft services

Ensure adherence to health and safety standards across all service areas

Manage and resolve customer complaints promptly and effectively

Qualifications:

Bachelor's degree in Facility Management, Hospitality Management, or related field

5+ years of experience in soft services management within corporate environments

Strong knowledge of service quality management and customer experience principles

Proven experience in vendor management and performance evaluation

Excellent problem-solving abilities with strong attention to detail

Superior communication and interpersonal skills

Experience with facility management systems and service request platforms

Ability to work in shifts as required to oversee operations

Professional certifications in facility management or hospitality management preferred

Skills & Competencies:

Strong leadership and team management capabilities

Excellent customer service orientation

Ability to prioritize and manage multiple tasks simultaneously

Proactive approach to problem identification and resolution

Strong negotiation and vendor management skills

Ability to work under pressure and handle escalations effectively

Detail-oriented with focus on service quality and standards

Proficient in Microsoft Office and facility management software

This position reports to the Facility Manager and works closely with clients, vendors, and the operations team to ensure exceptional soft services delivery across the facility.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!



Personalized benefits that support personal well-being and growth:



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.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.