Workplace Experience Associate (Soft Services)
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Key skills for this role
About the Role
Jones Lang LaSalle seeks a Workplace Experience Associate to manage soft services including cleaning, security, and dining at a client site in Dubai. The role requires vendor management, budgeting, and ensuring compliance with health and safety regulations.
Key Skills for This Role
Responsibilities
- Manage, monitor, and coordinate all soft services including cleaning, meeting services, waste management, security, pest control, landscaping, dining, reception
- Oversee and manage service providers, contractors, and vendors to ensure adherence to SLAs and quality standards
- Develop and manage the soft services budget, monitor expenses, and identify cost saving opportunities
- Train and manage a team of soft services staff
- Maintain a safe and compliant working environment by ensuring adherence to health, safety, and environmental regulations
- Collaborate with colleagues, users, and stakeholders to understand needs and address service related issues
- Review and assess soft services operations, identify areas for improvement, and implement innovative solutions
- Manage dining services including meal delivery, quality inspections, and vendor compliance with health and food safety regulations
- Serve as site safety SPOC, ensure compliance with HS&E regulations, and lead O&M HSE action plans
- Administer FM SOPs, security system, catering system, risk management system, and other tools
Requirements
- Bachelor's degree in facilities management, business administration, hotel business administration or related field (preferred)
- Experience in customer service and hospitality
- Proven experience in managing soft services within commercial real estate or facilities management
- Strong knowledge of soft services operations, industry best practices, and relevant regulations
- Excellent leadership and management skills
- Outstanding communication, negotiation, and interpersonal skills
- Proficiency in computer applications/systems related to soft services management
- Ability to work effectively under pressure and manage multiple priorities
- In depth understanding of budgeting and cost control principles
- Certification in facilities management or related field (desirable)
Full Job Posting
Position Goals
- Assist the Workplace Services Lead in delivery of services to operate and maintain the property including financial, technical, maintenance, procurement, asset & vendor management.
- Develop understanding and working relationships with key client representatives and suppliers/service providers.
Duties and Responsibilities
- Manage, monitor, and coordinate all soft services to ensure high quality service delivery.
- Oversee and manage service providers, contractors, and vendors to ensure adherence to SLAs and quality standards.
- Develop and manage the soft services budget, monitor expenses, and identify cost saving opportunities.
- Train and manage a team of soft services staff.
- Maintain a safe and compliant working environment by ensuring all soft services activities adhere to health, safety, and environmental regulations.
- Collaborate with colleagues, users, and other stakeholders to understand their needs and address service related issues.
- Regularly review and assess soft services operations, identify areas for improvement, and implement innovative solutions.
- Understand operational & technical requirements of the site; ensure contracts are maintained to provide necessary supplies and services.
- Run the Human Experience and communications program for the site.
- Monitor the Work Order system and ensure rectification works are recorded and actioned in a timely manner.
- Routinely test Audio Visual equipment functionality; communicate necessary maintenance & repair as required.
- Ensure smooth running of meetings/events at the site; assist with critical out of hours issues and emergency situations.
Dining Services
- Overall management of service contractual agreements and smooth operation.
- Manage Dining Services including ensuring timely delivery of meals, regular inspections, and quality analysis.
- Ensure enough meal quantities delivered and quality of food is up to agreed levels.
- Conduct kitchen and serving audits to ensure vendors comply with health and food safety regulations.
- Participate in JLL HSE audit to vendors service and kitchen.
Health and Safety Management
- Be a site safety SPOC; ensure site meets all legal, regulatory and Client's required HS&E regulation.
- Lead Site O&M HSE Action Plans; ensure contractors adhere to HSE scope and reporting.
- Ensure all JLL staff work in compliance with HS&E regulations.
- Carry out supervisory responsibilities in accordance with client/JLL policies and applicable laws, particularly EH&S.
- Provide backup support for the Facilities Manager in times of absence.
Additional Duties
- Clearly document & communicate all client expectations to the balance of the WPS team.
- Work collaboratively with facilities team colleagues within P&G Account and wider JLL network.
- Ensure general administrative activities are conducted in a timely and efficient manner.
- Assist with any other duties as assigned by the WPE lead or Senior Account Management.
- Support with invoice collection and process for payment; payments follow up.
- Administer FM SOPs, Security system, Catering system, Risk management system, Corrigo, JDE.
Employee Specifications
- Bachelor's degree in facilities management, business administration, Hotel Business administration or a related field (preferred).
- Experience in Customer Service and Hospitality.
- Proven experience in managing soft services within a commercial real estate or facilities management context.
- Strong knowledge of soft services operations, industry best practices, and relevant regulations.
- Excellent leadership and management skills with the ability to inspire and motivate a team.
- Outstanding communication, negotiation, and interpersonal skills.
- Proficiency in computer applications/systems related to soft services management.
- Ability to work effectively under pressure and manage multiple priorities.
- In depth understanding of budgeting and cost control principles.
- Certification in facilities management or related field (desirable).
Leadership
- Represent JLL by behaving consistently with cultural and company requirements.
- Provide services to Procter & Gamble in keeping with P&G's cultural and company requirements.
- Work towards objectives unsupervised; be willing to assist & mentor colleagues.
Personal Effectiveness
- Provide an effective contribution to the team's delivery.
- Contribute via regular feedback to the overall performance of the delivery team.
- Work towards individual targets, monitor and manage individual performance.
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