Duty Manager – JLL – Full Job Description
Company: JLL
Location: Hyderabad, Telangana
Job Type: Full-time
Salary: Negotiable
JLL supports the Whole You, personally and professionally. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Job Aim: To be responsible for guest’s first impression of the organization, meet/greet and assist the client, guests, and visitors every day. Manage front office in accordance with company policies, procedures and processes. Achievement of defined key performance indicators and service level agreement targets.
Lobby Manager
Job type: Full time
Reporting Manager: Facility Manager
No of staff managed: NA
Job profile:
- Qualification: Prefer BHM/Bachelor’s Degree
- Industry Type: FM Services, Hotel
- Overall Experience: 4-6 years
- Industry Experience: 4-5 years
- Technical Skills: Computer knowledge
- Generic Skills: Verbal/written communication skills, Vendor/people management, Planning, Ability to prioritize/ Organize
- Behaviors: Team work, learning attitude, handle multiple tasks & positive thinking
Job Aim: The Lobby Manager is responsible for directing and administering the operational efforts of the Front office. This individual ensures that established policies and procedures are followed, oversees provision of a full range of services to visitors and employees, who are promptly and professionally served.
Competencies
- Excellent communication skills.
- Strong customer service drive.
- Pro – active problem solving skills.
- Exceeding customer satisfaction
- Excellent time management/ Able to work flexible hours
- Quick learner and ability to motivate self & others
- Proven working experience as a lobby manager/ FM industry.
- Confidently able to present to clients.
- Hands-on experience in using visitor management software and MS office.
- Strong team player within a customer service team environment.
- Providing flawless, upscale, professional service
- Adaptable, composed, flexible with strong Mental Resilience
Responsibilities
Key Operations delivery
- Manage the Front Office in most professional manner, directing and coaching staff to ensure pleasant experience to all visitors.
- Greet VIP clients/visitors on arrival at front office and as directed, perform special services for VIP Guest’s/client.
- Provide safety briefing and assist in VIP’s arrival/departure in absence of guest relation officers.
- Assist in sending clients/visitors messages or faxes and self-check-in.
- Assisting with special needs for visitors with disabilities.
- Having prior information of arriving clients/visitors and ensure all necessary arrangements are done as per requirement, follow up in case guests are not picked up from hotel.
- Co-ordinate with night shift front office executive to ensure details of large parties are received and badges are ready for allocation on arrival
- Handling client/visitors/sponsors complaints/feedbacks and other related problems and communicate to next level or as per escalation matrix.
- Ensure welcome PPT is updated & displayed for the client visits and all the equipment’s are in working condition
- Ensure all relevant communication is updated and displayed at all times, at the Front office, as per the guidelines given by SDL.
- Check cleanliness of lobby, lifts and public areas, lights and as well as front office staff in proper grooming and behavior.
- Ensure all equipment and hardware at the Front Office is working and there is zero downtime. Escalate to next level as necessary for rectification.
- Operates the front office computer system in order to assist front office attendants
- Provide assistance in general administrative activities and to Helpdesk as required.
- Ensure FOE handles all incoming and outgoing calls in professional & polite manner.
- Co-ordinates with all departments to address the all the concerns/event management/flower arrangements to maintain Front Office functions properly.
- Ensure Accenture specific processes/manual is followed
- Manage/track amount collected for temporary badges.
- Ensure compliance of regulations/requirements of JLL management.
- Participate in Emergency Evacuation procedures including crisis management and business continuity.
- Develop the necessary policies and procedures required for all functions within the scope of Front Office.
- Responsible for ensuring availability of safety and Accenture directory signage.
- Preparation of all required reports/participation in internal/external audits.
- Ensure training of front office /GRE staff as per relevant training calendars
- To discuss all matters that needed to follow up with the next shift front office executive approving and managing the roster
- Govern overall performance of Front office executive & Guest relation executive as per defined roles & responsibilities.
Guest Relation Executive
Job type: Full time
Reporting Manager: Lobby Manager
No of staff managed: NA
Job profile:
- Qualification: Prefer BHM/Bachelor’s Degree
- Industry Type: FM Services, Hotel
- Overall Experience: 2-4 years
- Industry Experience: 2-3 years
- Technical Skills: Computer knowledge
- Generic Skills: Communication, Vendor/people management, Planning, Prioritising And Organising
- Behaviors: Achievement level, Team work, Learning attitude & Positive thinking
Job Aim: To be responsible for guest’s first impression of the organization, meet/greet and assist the client, guests, and visitors every day. Manage front office in accordance with company policies, procedures and processes. Achievement of defined key performance indicators and service level agreement targets.
Competencies
- Excellent communication skills.
- Strong customer service drive.
- Outstanding problem solving skills.
- Able to work flexible hours.
- Quick learner and ability to motivate self.
- Proven working experience as a guest relation Executive.
- Confidently able to present to clients.
- Hands-on experience in using visitor management software and MS office.
- Strong team player within a customer service team environment.
Responsibilities
Key Operations delivery
- Greet visitors/clients providing a friendly, courteous front office service reflecting the corporate image of the client.
- Site personnel are notified of guest’s arrival immediately and follow up calls made where guests are not picked up coordinating with the host/sponsor.
- Issue visitor badges/temporary card/service badge/new joiners ID & access card.
- Follow up for the return of respective ID/access cards with respective stake holders.
- Ensure safety briefing to the client/visitor/interview candidates and provide necessary emergency/safety brochures.
- Ensure Accenture specific processes/manuals is followed
- Visitor admission is properly authorized
- Maintained visitor log book and book taxis if required
- Assisting with special needs for visitors with disabilities.
- Ensuring basic cleanliness of lobby, lifts and public area.
- Ensure the laptop details are scanned and check for Govt. ID’s.
- Handling client/visitors/sponsors complaints/feedbacks and other related problems and communicate to next level or as per escalation matrix.
- Co-ordinate with night shift front office executive to ensure details of large parties are received and badges are ready for allocation on arrival
- Client safety and security protocols are followed
- Daily reconciliation & shredding of daily badges.
- Participate in Emergency Evacuation procedures including crisis management and business continuity.
Front office executive
Job type: Full time
Reporting Manager: Duty Manager
No of staff managed: NA
Job profile:
- Qualification: Prefer BHM/ Bachelor’s Degree
- Industry Type: FM Services, Hotel
- Overall Experience: 1-3 years
- Industry Experience: 1-2 years
- Technical Skills: Computer knowledge, Knowledge of VMS software (opera/Fidelio)
- Generic Skills: Communication, Planning, Prioritizing and organizing, Front Office
- Behaviors: To have right attitude and a professional approach towards all our guests, level, Team work, Learning attitude & Positive thinking
Job Aim: To be responsible for guest’s first impression of the organization, meet/greet and assist the client, guests, and visitors every day. Manage front office in accordance with company policies, procedures and processes. Achievement of defined key performance indicators and service level agreement targets.
Competencies
- Excellent communication skills.
- Strong customer service drive.
- Outstanding problem-solving skills.
- Able to work flexible hours.
- Quick learner and ability to motivate self.
- Proven working experience as a Front Office Executive.
- Confidently able to present to clients.
- Hands-on experience in using visitor management software and MS office.
- Strong team player within a customer service team environment.
Responsibilities
Key Operations delivery
- Greet visitors/clients providing a friendly, courteous front office service reflecting the corporate image of the client.
- Site personnel are notified of guest’s arrival immediately and follow up calls made where guests are not picked up coordinating with the host/sponsor.
- Issue visitor badges/temporary card/service badge/new joiners ID & access card.
- Follow up for the return of respective ID/access cards with respective stake holders.
- Ensure safety briefing to the client/visitor/interview candidates and provide necessary emergency/safety brochures.
- Ensure Accenture specific processes/manuals is followed
- Visitor admission is properly authorized
- Assisting with special needs for visitors with disabilities.
- Ensuring basic cleanliness of lobby, lifts and public area.
- Ensure the laptop details are scanned and check for Govt. ID’s.
- Handling client/visitors/sponsors complaints/feedbacks and other related problems and communicate to next level or as per escalation matrix.
- Co-ordinate with night shift front office executive to ensure details of large parties are received and badges are ready for allocation on arrival
- Client safety and security protocols are followed
- Greet visitors/clients providing a friendly, courteous front office service reflecting the corporate image of the client.
- Ensuring the all last-minute visitors are guided to do a self-checking with self-check in Kiosk.
- Giving daily handover of tasks completed and pending
- Ensuring all devices are operational and placed at the desk. iPad /printer/ Camera/ Scanner Etc.
- Ensuring the all last-minute visitors are guided to do a self-checking with self-check in in Kiosk.
- Issuing Temporary access cards to Accenture employees & following up via emails for returning cards.
- Handling cash and maintaining the VMS register.
- Regular checking/monitoring of emails addressed to reception and prompt reply of all email.
- Checking the VMS and ensuring all Clients and Visitors badges are prepared as requested.
- Following up with teams to ensure approvals are in place for all upcoming visits
- Checking the Client welcome screen and getting it updated by IT team .
- Coordinating with HK for proper cleaning and maintenance e of lobby.
- Guiding Visitors, Clients or employees to correct floor.
- Being aware of all emergency exists in the floor and guiding the team members during emergency.
- Having up to date knowledge of all Floors and IG operating from each floor.
- Reconciliation of all Access cards and paper badges issued from reception.
- Making and sharing of Daily report to Manager.
- Greet guest and colleagues with a smile and maintain a friendly facial expression.
- Answering the calls within 3 rings.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
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 operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
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