Title : Executive Facilities- Soft Service
Business unit : IFM
Reporting to : Facility Manager / AFM / Site Lead
Key stakeholders : Site Lead, FE Tech, Supervisors, Client Lead
Direct reports :
Team consisting of
Pantry Boys, helpdesk Team
Duties & Responsibilities :
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 mailroom executives for escalated issues
Oversee the Front Office function and guide the team member on the deliverables
Ensure visitors are promptly attended by the Front Office Executives (FOE)
Take rounds of the front office and lobby to ensure high standards of housekeeping and upkeep
Ensure the FOE has placed 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 turnout 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 / Security and Cafeteria etc and initiate immediate rectification actions
Prepare weekly shift rosters for HK Services with the help of the Facility Manager.
Ensure the rosters are briefed well to the team to make them understand the deliverables.
Process vendors’ bills pertain to Location and consolidate on standard JLL template for submission to FM
Coordinate 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
Performance objectives and Key Performance Measures :
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
To ensure timely and accurate completion of FM reports pertaining to soft services
Registers for Housekeeping
Log Book of the Events recorded
Shift Rosters of the vendor team
Management New initiatives for the location
Management Savings initiatives proposed for the location
Closure of helpdesk complaints
Daily, weekly and monthly reports
Vendor staff attendance checks and validation
Statutory audit coordination
Scheduling of activities with coordination with all stakeholders
Good Communication and structural approach with analysis
Team player and should drive ground level staff to the desired output
Employee specification :
Graduation / Hotel Management
Experience in managing soft services, Helpdesk Operations, Client Visits
Reports, Monthly Trackers, MMR, SLA, Vendor Coordination
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