Senior Director, Workplace Experience

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 youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

JLL Experience Services team members are experts who create value through lasting partnerships. At JLL it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

The Director of Hospitality is responsible for delivering hospitality experiences that transform corporate workplaces into thriving people-centered environments. This strategic leadership role will focus on developing innovative service delivery models that prioritize employee wellbeing. The Director of Hospitality will lead cross-functional teams in delivering comprehensive hospitality solutions that go beyond traditional facility services fostering a culture of collaboration and excellence. This client facing role provides the opportunity to combine your passion for service brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Job Responsibilities

Develop and execute comprehensive hospitality strategies that enhance workplace culture and drive employee engagement across corporate portfolios

Lead and inspire hospitality teams to deliver exceptional service experiences that exceed client expectations and strengthen long-term partnerships

Oversee all aspects of workplace hospitality including reception services visitor management café operations event coordination and employee amenity programs

Collaborate with facilities management HR and executive teams to integrate hospitality services seamlessly into broader workplace experience initiatives

Monitor service performance metrics analyze guest satisfaction data and implement continuous improvement strategies to optimize service delivery

Manage vendor partnerships and service level agreements with catering cleaning security and other hospitality service providers

Champion professional development opportunities for team members while fostering an inclusive culture that supports career advancement

Ensure hospitality team members are executed in a manner consistent with the SLAs standard processes professional brand image and compliant with applicable local laws rules and regulations

Supports data collection analysis and reporting to ensure alignment with the clients goals and objectives

Achieve and exceeds goals including performance goals team goals and clients goals and objectives

Carries culture card as a tangible representation of values standards and principles to ensure memorable experiences

Strive to continually improve Hospitality services

Ensuring Exceptional Service

Works collaboratively within the account team in the integrated delivery of Hospitality Services across all workstreams

Builds meaningful lasting relationships with client employees and guests for intuitive service delivery anticipating needs or concerns to exceed client expectations

Conduct routine walkthroughs and assessments of the hospitality spaces to ensure compliance with service level agreements policies and regulations and performance metrics to provide flawless execution and stable service delivery for the client

Assistance and flexibility with client events and catering as needed to ensure flawless delivery

Engage in a culture of continuous improvement and innovation by leveraging business intelligence adopting and participating in the development of best practices new tools process re-engineering and other ideas that provide service delivery efficiencies

Identify potential risks and escalate as appropriate to ensure no privacy breech security incident or disruption to clients operations occur

Perform additional job duties as requested

Qualifications

Advanced degree in Hospitality Management

15 years minimum prior relevant experience in 5 star hotels facility / property management preferred

Exceptional customer service skills and professionalism with a passion for hospitality

Highly collaborative with strong interpersonal skills and track record of excellent internal and external customerservice

Excellent verbal and written communication skills with the ability to communicate professionally

Excellent organizational skills and process management

Ability to work independently strong prioritization and time management skills

Ability to work with diverse teams lead by example; respectful cooperative accountable

Ability to manage multiple priorities and deliver results in a fast-paced environment

Ability to quickly adapt to new devices technology and applications

Proficient in Microsoft Office Suite (Teams Excel PowerPoint Word OneNote Outlook)

Location:

Scheduled Weekly Hours:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were 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 yourepursuing.

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