Community Manager

Job description

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.    JLL supports the Whole You, personally and professionally.    Our people at JLL and JLL Technologies 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. What this job involves: The Community Manager is responsible for directing and administering the operational efforts of the Front office and Guest relation executives. 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. What your day-to-day will look like: 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 Guests/client.  Provide safety briefing and assist in VIP’s arrival/departure in absence of guest relation officers. • Assist clients/visitors in self-check-in.  • Assisting with special needs of visitors with disabilities. • Having prior information of arriving clients/visitors and ensure all necessary arrangements at Site are done as per requirement. • 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 complaints/feedbacks from client/visitors/sponsors and other related problems and communicate to next level as per escalation matrix. • Ensure updated welcome presentation is displayed for the client visits and all the equipment are in working condition. • Ensure all relevant communication is updated and always displayed, at the Front office, as per the guidelines issued by from time to time. • 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 as necessary for rectification. • Provide assistance in general administrative activities as required. • Ensure FO handles all incoming and outgoing calls in professional & polite manner. • Co-ordinate with all departments including Events Team to address all the concerns and other arrangements to maintain Front Office functions properly. • Ensure 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 directory signage. • Preparation of all required reports/participation in internal/external audits in respect of Front Office. • Ensure training of front office /CX staff as per relevant training calendars. • Manage Front Office Executive and Experience Ambassador rosters and ensure complete handing/taking over. • Govern overall performance of Front office executive & Experience Ambassador as per defined roles & responsibilities. • Conducting Bay Connects/ Focus Connects/Safety Champion connect as per the schedule. • Connecting with the Leadership and Senior Managers to understand any concerns proactively and to build rapport. • Conducting monthly Food Committee Meetings (FCM) and closing the issues raised in a timely manner. • Analyzing results/outcomes of monthly connects and updating the leads. • Following up on the open points raised during any connects till closure. • Conducting the POY surveys on regular basis and analyzing the results to understand the root cause and enable implement corrective and preventive actions areas. • Communicating the plan of action /closure to the projects/teams in respect of observations from Bay Connects, Focus Connects, Safety Champion connects, FCMs and Senior Management Connects. • Documentation and escalation of COVID protocol violations as per the guidelines. • • • • Desired or preferred experience and technical skills: Computer knowledge • Required Skills and Experience: Ve