Workplace Services Senior Coordinator

Workplace Services Senior Coordinator

JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

As an integral part of the Workplace Services team, working closely and reporting directly to the Salesforce Workplace Services Lead, the Workplace Services Senior Coordinator will be based in our Milan office and will be managing a team of Events Coordinators, Guest Services ambassadors & Day Services agents. The role is responsible for managing our general day to day operations with a focus on all the WPS pillars (Soft Services, Hospitality & Events & Office Services).

The ideal candidate will be flexible and agile. Must be customer service oriented, organised, understand the business needs, have a strong attention to details, be ready to work in a fast corporate environment, be able to prioritise and tackle all admin tasks on time, be problem solving oriented and have a positive and can-do attitude.

Main Responsibilities include, but are not limited to:

1. Become an expert of all our tools (Gmail, Gdrive, Gsuite, Slack, etc.);
2. Deep understanding of ticketing tool system, including data & reporting capabilities;
3. Full knowledge of our internal processes & WPS playbooks;
4. Manage a team of GSA, Meeting & Events Coordinator, office assistant & Day porters;
5. Hold individual 1:1s and performance reviews with direct reports;
6. Ensure weekly meetings cadence with the Workplace Services team to maintain full oversight for the offices;
7. Provide trainings when needed for the current team, supervise the training and onboarding of potential new comers;
8. Supervise the administration, organisation and planning as required for every event & services;
9. Accountable & Responsible for back-up staff planning, onsite supervision to ensure service continuity at all times;
10. Supervise the use of resources and ensure budget tracking;
11. Prepare, attend and present monthly KPIs and Financial review;
12. Set up and Hold meetings as required for planning and provide information to hosts or any relevant stakeholders as necessary;
13. Management of restricted Meeting Rooms across the Milan locations by using the REWS Ticketing tool maintaining the service level agreements (SLA) based on our playbook;
14. Ensure accurate data quality and tracking is managed for all Guest Services Hospitality & Events local data (sign-in enterprise, Ticketing tool etc);
15. Own customer-facing spaces, such as the Executive Room and the Event Space in support with the Meetings & Events Coordinator;
16. Responsible for the smooth execution of any high-level or large-size event request and VIP/Executive visits;
17. Support any kind of events hosted in our offices with logistic requirements, such as catering, furniture, AV equipment;
18. Continue building a supplier network for marketing agency, catering, entertainment, furniture and equipment rental ensuring variety and flexibility;
19. Provide professional skills for crisis management/ complaints/ short notice changes and aim for the best possible resolution;
20. Ensure all M&E documents, events tracker, checklists and guidelines are up to date as well as the catering catalogues;
21. Follow GS&S security policies and ensure these are carried out for every event; Raise any GS&S concerns to the relevant POC and Workplace Services Lead;
22. Cooperate with the Workplace Services Lead in the rollout of any Workplace Services alignment projects, programs, playbooks, and other initiatives;
23. Proactively report any facility maintenance requirements to Facilities & Office Services Coordinator;
24. Flag any Guest Services & Hospitality issues in service delivery, possible complaints or occurring risks to the Workplace Services Lead for resolution;
25. Manage our snack & refreshment program in Milan;
26. Build strong, lasting relationships with our Key partners such as Security, Health & safety, Business technology, functional leads, space planning, marketing, etc.;
27. Tackle and supervise any maintenance issues that may happen in the office - When needed work with the business center and the Salesforce WPS Lead.

Qualifications:

• Minimum 3 years of experience in a supervisory (team management and customer-facing roles);
• Hospitality & office management background;
• Experience with Mac and Windows, including competency with Gmail, Google Calendar and Google Drive;
• Fluent in spoken and written Italian and English.

Interpersonal skills:

• Hospitality/ Corporate experience and background - Ensure professional personal presentation at all times (including body language etc.);
• Passion in delivering excellent customer service and strong attention to details;
• Strong interpersonal and organisational skills with ability to multi-task, prioritise;
• Excellent problem solving skills, time management, good team player, consistency, pro-active and can-do attitude;
• Ability to work in a fast-paced environment and meet deadlines;
• Excellent communication skills, both verbal and written are essential;
• Previous experience in corporate organisations, hospitality or customer service roles are a plus.

Location: On-site – Milano, ITA

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!