Soft Services Executive

Job Overview

You will be the face of JLL at the client's site, responsible for managing all soft services including customer relations, housekeeping, horticulture, and helpdesk functions. You will oversee the tenant/guest experience while ensuring all services are delivered to the highest standards. Your comprehensive responsibilities include:

Customer Relations:

• Cooperate, coordinate and communicate with other departments to ensure excellent customer experience
• Take customer feedback after every service request/complaint and share improvement points with the team
• Maintain a hospitality outlook and always look presentable
• Take ownership of requests or complaints, ensuring they are handled effectively within TAT
• Conduct daily rounds of the premises and report any lapses/observations to the relevant team
• Conduct timely Customer Feedback Surveys and share reports with client/management
• Respond to emergency situations according to JLL policies and contact proper authorities when needed
• Manage lost and found procedures
• Participate in training programs at site/JLL office

Housekeeping Management:

• Supervise daily housekeeping activities and staff
• Ensure all common areas, facilities, and amenities are cleaned as per schedule
• Manage cleaning inventory and equipment maintenance
• Conduct quality inspections to verify compliance with cleaning standards
• Train staff on proper cleaning techniques and safe use of chemicals
• Create and implement cleaning schedules and checklists
• Coordinate with vendors for specialized cleaning services when required
• Ensure proper waste management and segregation practices
• Maintain housekeeping operation records and prepare regular reports

Horticulture Supervision:

• Oversee the maintenance of lawns, gardens, trees, and plants
• Implement seasonal planting schedules
• Monitor irrigation systems and ensure optimal water usage
• Supervise plant health and implement pest/disease control measures
• Manage gardening staff and allocate daily tasks
• Maintain inventory of gardening tools, equipment, and supplies
• Ensure compliance with environmental regulations
• Conduct regular inspections of outdoor areas and address issues promptly

Helpdesk Operations:

• Receive and log all service requests, complaints, and inquiries via phone, email, or in-person
• Categorize and prioritize service requests based on urgency and impact
• Assign tasks to appropriate teams/individuals and track their progress
• Maintain updated records in the helpdesk management system
• Follow up on service requests to ensure timely resolution
• Communicate with tenants/clients about the status of their requests
• Generate periodic reports on service request volumes, resolution times, and pending issues
• Identify recurring issues for systemic solutions

Administrative Duties:

• Address concerns through daily checking of emails for priority requests
• Receive and respond to calls and emails from clients
• Ensure closure of complaints with proper communication to stakeholders
• Maintain filing systems, inventory records, MMR, DMR, complaint trackers, and dashboards
• Update handover/takeover register before end of shift for all completed/pending tasks
• Manage and participate in property events
• Overlook general maintenance and guest handling

Site details:

You will be working on a commercial site, located at Mohali.

Education & Experience - Graduation in any discipline (required)with 7-8 years experience in facility management/soft services management

Key Skills:Customer service, team management, communication, problem-solving, MS Office

Site dynamics:

Work Schedule: Site team: e.g.: Property Manager +2 Other details if any

Reporting:

You will be directly reporting to the Property Manager as per site.

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