Delivery of Client Satisfaction
- Manage all FM related requirements for the location to the end user satisfaction levels and maintain JLL standards on deliverables..
- Provide all administrative support to the Facilities Management team at the assigned location
- To ensure timely and accurate completion of FM reports pertaining to soft services
Coordination with other key managers within the Client office and achieve customer satisfaction.
Drive the account plan to deliver high quality results which exceed the clients expectations. Become a reference for best in class service delivery that can be leveraged to expand Jones Lang LaSalles business. Recognizes opportunities for account growth, then articulate the value proposition and ensures its implementation across the platform.
Work with the client team, and leverages experts within the broader organization, to ensure exceptional results are delivered to the client, exceeding key performance indicators. Proactively solicits and responds to feedback and input from client
Establishes and maintains effective relationships with customers and gains their trust and respect
Builds and Manages High Performing Teams
- Be accessible for escalation of all FM related issues
- Oversee the Helpdesk Service request of Customers are attended.
- Provide management advice to Helpdesk operators for escalated issues
- Ensure immediate response to Priority Calls
- Ensure planning and execution of all preparation required for Conferences / meetings of the client as well as VIP visits scheduled
- Oversee the Mailroom process and action escalations to the user satisfaction levels.
- Provide management advice to mail room executives for escalated issues
- Visitor Management
- Ensure visitors are promptly attended Front office managed well
- Take rounds of the front office and lobby to ensure high standards of housekeeping and upkeep
- Ensure newspaper and magazines in the reception area as necessary
- Oversee the Housekeeping Services are on satisfactory levels and as per standards set.
- Muster all the housekeeping staff of the shift before deployment and communicate the priorities of the day
- Inspect the turn out and attendance of the staff
- Meet the housekeeping in charge during the shift to discuss and communicate priorities for the shift and address complaints
- Oversee the upkeep of indoor plants and take necessary action if required
- Oversee the pantry equipment and reprographic equipment operations during the shift and identify issues and take necessary actions
- Communicate to the FM through on all incidents and all important operational issues which requires his assistance, guidance and approval.
- Take rounds of the facility regularly to identify issues in Housekeeping and initiate immediate corrective actions
- Prepare weekly shift rosters for HK Services with the help of Facility Manager.
- Ensure the rosters are briefed well to the team to make them understand the deliverables.
- Co-ordinate all the FM supplies required for the location with the central resource
- Ensure timely availability of all FM related supplies at the site Adhere to the reporting procedures as per JLL standards and requirements
- Follow the Standard process for managing all FM requirements at the location.
- Ensure vendor compliance audit done at the location through JLL audit team and records maintained
- Registers for Housekeeping
- Team adherence to HSE initiatives
- Shift Rosters of the vendor team
- Management New initiatives for the location
- Management Savings initiatives proposed for the location
- Client Satisfaction
- Closure of helpdesk complaints
- Daily, weekly and monthly reports
- Vendor staff attendance checks and validation
- Statutory audit coordination
Putting best practices in place
Teamwork should also be one of your strongest points, as youll work with a team to ensure that all performance targets set out in the contract are being met. To do this, youll develop tools that help measure the teams performance on a quarterly or annual basis.
