Workspace Experience Enabler Job at JLL (Hyderabad)

Job Description

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.

Job Responsibility

Creating “Delight” by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio
Provide outstanding Experience in the Workspace
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
Act 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
Active engagement and interfacing with the lines of business and occupants as the ultimate service recipients
Transforming to the Workspace Team of the future
Client/Stakeholder Management
Leadership / Staff Management
Operations Management
Single Point of Contact for issues resolution & Workspace change within allocated floors
Problem solves & Resets space on the fly
Act 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
Solves all concerns and reset spaces on the go
When necessary, raise risks to assistant manager
Continuous Improvement implementation
Ensure 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
Proactively follow up any survey platform on sites to ensure all requests/complaints are being addressed in a timely manner

Requirements

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
Must be customer focused and be proactive in establishing customer relationships
Proven ability to function effectively as part of a team
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
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
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 from various countries/cultures

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