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.
Reporting to Experience Services Manager
At JLL, it is our goal to provide enhanced workplace experiences that will be long remembered by our clients. This Client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality mindset culture in the workplace. The community manager must exhibit exceptional colleague service, experience, communication skills and engagement.
Overall Role
A Community Manager is the host in the office for colleagues and guests - the dedicated, trusted advisor who can help with accessing site amenities, placing a work request, assistance with conference rooms when they have a VIP in the office, or a variety of other items that enhance the experience.
The Community Manager anticipates needs, paying close attention to the questions and requests that colleagues most often present so that they support their requests and needs.
The Community Manager helps the workplace run seamlessly so colleagues and guests are happy, feel welcome, have an enhanced experience, which allows colleagues to focus their time on their work instead of on administrative issues. This individual ensures that a seamless consistent level of service is provided at every user touchpoint.
Site Management
- Act as the Get Service Call Center Agent for the site.
- Triage all work requests to respective parties
- The single point of contact for Get Service requests, providing status updates as needed
- Manage all colleague inquiries and issues tactfully and confidently
- Conduct daily site walks to assess site and floor conditions
- Work with Conference Solutions to ensure meeting rooms and collaboration spaces are in ‘ready-to-use’ condition whenever unoccupied
- Provide support and backup for site facilities coordinator as needed
- Provide support and back up for Compass Conference Solutions team booking rooms, triaging colleague requests, and overall conference tasks i.e., food deliveries, conference room facilities requests, and room set up
- Ensure office, kitchenette, and pantry equipment is in good working condition.
- Liaise and work collaboratively with colleagues (FM, Engineering, Project Mgmt.) and vendors to support the functionality of the workspace – One Team
- Ensure services are delivered within SLA’s and compliant with applicable laws, rules, and regulations
Task/Responsibilities
- Ensure services are delivered within SLA’s and compliant with applicable laws, rules, and regulations
- Work with Client on colleague engagement initiatives – provide biweekly site tours for new hires, and assist with events as required
- Trusted advisor for all colleague and contractors provides connection to site resources, services, and amenities
- Consolidate all colleague issues and generate monthly report
- Monitor facilities email inbox where necessary
- Assist with badging process where necessary
Colleague Service & Communications
- Be recognized and identified as the go-to or host of the office
- Greet colleagues, using names when possible
- Visibly engaged
- To be attuned with colleagues, build meaningful relationships, and develop trusted advisor status with colleagues
- Share communications collaterals with the JLL team
- Receives and responds to all requests (verbal, email) or issues within one day of receipt, including a person
follow-up to ensure questions/requests are answered.
- Prioritize urgent issues / emails
- Provide intuitive workplace delivery, anticipating colleague needs
Internal JLL Duties
- Support the Employee Readiness workstream for transitions
- Onboarding support and Concierge – White Glove Onboarding Program
- Assist soft services program as needed
Administrative Dates
- Administer workplace policies (clean desk, appropriate use of space, etc.)
- Additional duties as assigned by Workplace / Facility Manager.
- Additional duties as assigned by Client
Candidate Qualifications
Experience · Bachelor’s degree or equivalent · 3 – 5 years prior experience in hospitality, tourism, events operations property management, or related profession Skills · Confident, friendly & engaging · Colleague focused mentality with a passion for hospitality · Excellent verbal and written communication skills, ability to communicate professionally at all levels · Meticulous with strong organizational and time management skills · Strong interpersonal skills and highly collaborative
- Proficiency with Microsoft Office (Excel, Word, PowerPoint, Visio, and Outlook
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.