Hospitality Lead

JLL supports the Whole You, personally and professionally.
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
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have ope