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Hospitality Lead

Work Dynamics - Integrated Facilities Management

The Hospitality Lead is responsible for delivering an exceptional occupant and guest experience within the workplace environment. This role focuses on providing "Best in class" hospitality services while managing the workplace experience team to ensure the client's unique culture is reflected in all aspects of the workplace. The position serves as a key point of contact for the client team regarding workplace activities at the site level and plays a crucial role in creating a distinctly branded workplace experience.

KEY RESPONSIBILITIES

Strategic Management & Team Leadership

Support Site Lead in strategic management of hospitality services and collaborate with Senior Facility Coordinator for smooth operations

Oversee performance, training, and professional development of the hospitality team

Prepare reports, track budgets, and coordinate communications for the hospitality team, supporting the Lead in overall management

Develop existing and bring in new talent and capabilities to the Workplace Experience Team

Transform the team into a highly proactive, responsive, dynamic, and agile unit

Create an active and visible Workplace Experience presence

Encourage an environment that supports teamwork, cooperation, and performance excellence

Vendor & Stakeholder Management

Manage day-to-day interactions with vendors to ensure services align with expectations and established standards, escalating issues to the Site Lead as needed

Manage strategic vendor relationships to ensure service quality and alignment with hospitality standards

Coordinate multiple vendors and contractors to ensure service delivery

Conduct regular quality control checks and spot inspections

Proactively develop and manage client relationships ensuring expected service levels are achieved

Interface with GRE, other service partners, security, amenities services, and landlords as needed

Policy & Process Development

Collaborate with the client's workplace team and internal stakeholders to develop and implement hospitality-focused policies and procedures that uphold a professional image, reflective of the client's company culture

Coordinate with relevant stakeholders on office-related projects, implementing best practices and establishing a hospitality playbook for the client

Comply with all client contractual requirements and meet or exceed KPI

Create standard operating procedures for hospitality services

Workplace Experience Management

Infuse meeting rooms with client-themed decor (e.g., artwork inspired by company brand elements)

Ensure all amenities in conference rooms are well-stocked and organized at all times

Include and maintain snack and drink stations within or near meeting rooms for easy access

Execute setups for functions and events as instructed by the client's Workplace team

Plan and execute noteworthy cultural events with appropriate approvals

Support the client's Workplace team on event planning and execution

Report to Hospitality Supervisor and/or Workplace Lead regarding user or client feedback

Operations Management

Work closely with the housekeeping team to ensure meeting rooms are in excellent and clean condition

Ensure equipment and amenities with defects are promptly reported through the helpdesk system

Regularly refill stationery corners and restrooms with necessary supplies

Maintain proper inventory systems for non-F&B equipment and non-food items

Report inventory discrepancies whenever necessary

Handle internal posters, memos, and communication materials as instructed

Cross-train to cover Front Desk Team during breaks and leaves

Place supply orders when necessary to maintain optimal stock levels

Health, Safety & Compliance

Follow contractor health, safety, and security procedures consistently

Maintain safe personal presentation standards at all times

Consult on health and safety matters as needed

Report all incidents and hazards immediately

Complete all required HSE training

Adhere to site food safety plans, hygiene procedures, and standards

Schedule and monitor enhanced cleaning protocols

Ensure hand sanitizers are accessible throughout the workplace

Technology & Systems Management

Utilize technology and digital platforms to enable the Workplace Experience team to be mobile and present on occupant floors

Ensure data integrity across all systems and perform audits periodically

Support regional initiatives such as user experience programs and JLL system roll-outs

Drive client-specific technology initiatives and best practices

Location:

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

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