Senior Executive - Softservices

JLL empowers you to shape a brighter way.  

Our people at JLL 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.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

The Senior Executive Soft Services is responsible for managing and delivering high-quality soft services across corporate facilities, ensuring exceptional standards of hospitality, cleanliness, and workplace experience. This role requires a strategic approach to service delivery combined with hands-on operational expertise.

Service Delivery Management Oversee end-to-end soft services operations including housekeeping, catering, reception, concierge services, and workplace hospitality. Ensure consistent service standards across all facilities through effective quality control mechanisms and regular audits. Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.

Team Leadership and Development Lead, mentor, and manage soft services teams including housekeeping staff, reception personnel, and hospitality coordinators. Conduct regular training programs to enhance service quality and staff competency. Foster a service-oriented culture focused on exceeding client expectations.

Vendor and Contractor Management Manage relationships with third-party service providers and contractors. Negotiate contracts, monitor vendor performance, and ensure compliance with agreed service standards. Conduct regular vendor reviews and implement corrective actions when necessary.

Budget and Cost Management Develop and manage operational budgets for soft services. Identify cost optimization opportunities while maintaining service quality. Prepare financial reports and variance analysis for stakeholders.

Client Relationship Management Serve as primary point of contact for client interactions related to soft services. Understand client requirements and translate them into actionable service delivery plans. Handle escalations and resolve issues promptly to maintain high client satisfaction.

Compliance and Standards Ensure all soft services operations comply with health, safety, and environmental regulations. Maintain quality standards aligned with hospitality industry best practices. Implement and monitor hygiene protocols and workplace safety measures.

Innovation and Improvement Identify opportunities for service enhancement and operational efficiency. Implement technology solutions and automation where applicable. Drive continuous improvement initiatives based on feedback and industry trends.

Required Experience 6-8 years of progressive experience in corporate facility management services with specific focus on soft services delivery. Background in hotel management or hospitality industry operations is essential. Proven track record of managing multi-site soft services operations.

Educational Background Bachelor's degree in Hotel Management, Hospitality Management, Facility Management, or related field. Professional certifications in facility management (IFMA, RICS) are advantageous.

Technical Skills Strong understanding of housekeeping operations, catering services, and hospitality standards. Proficiency in facility management software and workplace management systems. Knowledge of health and safety regulations, hygiene standards, and compliance requirements.

Communication Skills Outstanding interpersonal and communication abilities. Client-focused approach with strong relationship management skills. Ability to present reports and recommendations to senior management.

Service excellence mindset with attention to detail. Ability to work under pressure and manage multiple priorities. Proactive and adaptable to changing business needs. Professional demeanor with a hospitality-oriented approach.

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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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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