Facilities Assistant, Operations

Job description

The Individual is responsible for providing excellent customer service and creating an exceptional experience to all staff, TVCs, their guests and vendors who are their business partners.  They must be able to effectively communicate information verbally regarding the building, the office and its facilities, and facilities in and around the area. Additionally, it is their responsibility to maintain the cleanliness, comfort, safety, and overall appearance of their assigned area to the highest standards, either through self performance or vendors.  The Individual must be able to offer assistance to all staff at this site. The expression “Going above and beyond” is a normal operating standard for this position.  The Individual will perform any other tasks that may be assigned to them which is related but not exclusive to customer service, hospitality and experience, project coordination, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned.
This position requires the individual to be punctual, dependable and reliable. In addition, the individual is expected to remain poised, polite and professional during any people conflicts. Maturity, a cool head and fun-loving attitude is necessary.
Create and provide memorable and exceptional experience for all clients, internal and external, in the office
Ensure messaging is consistent and in line with directions given by the Supervisor.
Respond to client inquiries and concerns promptly and with courtesy and enthusiasm.
Build relationships by engaging clients in authentic, personable conversations.
Create WOW experiences by anticipating client needs and seizing the moment; acting on them before being requested
Provide a positive environment where things get done
Take ownership of customer issues and proactively seek to resolve them quickly. 
Provide end to end service; take responsibility and accountability.

Provide exceptional communication to clients.
Communicate effectively and correctly.
Respond, follow up and close – both via email and in person.

Maintain current/up to date knowledge of the building and office procedures and client/guest-related information including, but not limited to:
Information about the history of the office location, and the office design concept
Information on the facilities of the building, in the office, and of the general area 
General event information
Emergency response procedure and incident reporting

Patrol and check the office for cleanliness issues, safety (and security) hazards and document any irregularities.
Be the eyes and ears of the EHSS and soft services/hard services/ operations team. Maintain the general presentation of the office by appropriately notifying departments/owners responsible for the maintenance, or to self-perform the remedy immediately, regardless whether it is a temporary or permanent solution, and where it is possible to do so without compromising on safety and standards. 
Report infractions immediately and according to procedure.

Report and log data on unusual occurrences such as property damage, injuries, theft, etc., and create detailed incident reports in a timely manner.
Gather information in accordance to procedure and prepare incident reports within KPI or policy guidelines and free from errors.

Provide back-up support and cover to absent team members.

Provide emergency on-site attendance as needed

Carry out tasks relating customer service, hospitality and experience, administration, the broad spectrum of facilities & building management and operations (hard and soft services, transport and waste management, etc), space planning, event management and any others that may fall within the scope mentioned

Visitor, Contractor and traffic management 
Ensure all visitors are warmly welcomed, treated with respect and given the same hospitality treatment and services regardless their rank and their type of work
Manage traffic during peak and high event periods so that the office entrance and badge kiosks areas are not congested
Direct visitors to the appropriate seats or room, in accordance with security protocol
Collaborate with VIP area owners and the FM team to ensure VIP visits and events are a success
Carry out meet and greet services as directed

Wellness services and wellness area facilities management
Working together with the floor ambassador, carry out inspections with the floor owner on rotation basis, and/or as needed, ensuring supplies and equipment are all in order before the start of the wellness operations
Coordinate and liaise with the wellness vendors, ensuring there are no gaps in services, there is service continuity during leave and vendors are properly attired, well groomed and behave professionally on site
Maintain excellent relationship with the vendor so that they are motivated to provide good customer service and go above and beyond
Immediately inform the line manager of any vendor or customer related issues, or when there is a sense of potential issues
Manage services booking and related process to ensure the customer experiences on time and great services

Community engagement activities support
Provide coordination support as needed
Responsible for pre and post event publicity poster and video development
Assist with prop sourcing and DIY, storage and inventory tracking as needed
Provide low cost ideas/solutions which do not compromise on quality

Filing and data management

Assist with front desk related duties as required, taking duty rotation as assigned

Great attitude
Proactive and positive
Gung-ho and can-do attitude
Solution oriented

Client Focus & Relationship Management
Demonstrates proactive and professional approach to customer service and stakeholder engagement
Able to interact with a wide range of client staff, including senior levels and support staff
Able to manage conflict and balance between client and JLL requirements
Has a customer service oriented attitude

Team Worker
Able to work collaboratively and be part of a team working towards meeting deliverables

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at Accommodation.Reques@am.jl..com . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.