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Soft Services Manager

Company: Jones Lang LaSalle Incorporated
Location: Arlington
Posted on: May 21, 2023

Job Description:

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.

Soft Services Manager

What this job involves-

This client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality culture to the workplace. The Soft Services Manager is a leader on the centralized resource / platform team responsible for governing, overseeing and supporting services impacting the employee and guest experience such as, Meeting Services, Concierge/Reception, Reprographics, Mailroom, Reservation Management, Food and Beverage, Janitorial and vendor partnership to include support of services in meeting strategic business objectives and key performance indicators.

This position requires interaction with the Account Leadership team, Client, Vendors, Operational, and Support staff and will be a fast paced environment consistent with handling multiple demands and priorities, candidate must be able to process and develop information to meet their needs, as well as coordinate various account level facility activities and projects. The candidate must be able to organize and prioritize multiple tasks, effectively manage through stressful situations, and consistently make effective, high quality decisions.

Key Responsibilities

  • Oversee the Soft Services team and related vendor partner relationships by providing a seamless interface with field teams supporting the client's real estate through organization, leadership, responsiveness, and creativity.
  • Ensures a seamless and consistent level of service is provided at every user touchpoint
  • Cross-train account team members in all employee-facing services (reception, community, wellness, meetings, and events)
  • Ensure the WPP employee experience from pre- arrival to departure is enhanced through personalized responses to day-to-day requests
  • Create an employee and visitor experience that promotes WPP values to help attract and retain talent and clients
  • Lead, develop and implement innovative programs, processes and procedures that reduce costs, increase efficiency, productivity or quality and/or reduce risk for the Client or Firm in regards to local, state, and/or federal laws and regulations by working closely with the Soft Services field team and the Client
  • Document Soft Services processes and ensure appropriate processes are followed across the portfolio
  • Manage, coordinate, and execute services, reporting, audits, cost savings, small projects, centralized initiatives, and associated Client relationships
  • Ensure vendor management routines and Service Level Agreements are met and work is completed satisfactorily for the Client
  • Develop and execute appropriate reporting routines to support platform, region, account, and/or Client goals and objectives
  • Assist in Platform Compliance/Operations audit(s) as applicable
  • In consultation and collaboration with Soft Services leadership, oversee the operation, staffing, performance and development of the service delivery staff and field team processes
  • Coordinate discussions with each direct report regarding goal setting, performance reviews, career development planning and incentive/salary administration
  • Performs additional job duties, as requested
  • Perform the Services after normal business hours and during weekends as necessary or appropriate to provide, perform and deliver the Services, or as reasonably requested by WPP.
  • Participate in Employee training programs to improve skill levels and competencies
  • Manage workload in Corrigo
    --- Comply with all state and local regulations, safety requirements in the Playbooks and with industry safety benchmarks and best practices, and with WPP's approval, alternative work practices that provide equivalent safety. Must follow new safety specifications provided by WPP from time to time


    • A minimum of 5 years prior experience in hospitality, tourism, events operations property management, or c- suite, client facing Facilities Management experience
    • Proficiency in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
    • Previous people management experience required
    • Must be detail oriented, organized, flexible, and willing to assume new projects
    • Strong strategic and analytical thinking
    • Proven track record of excellent internal and external customer service
    • Confident, friendly and engaging
    • Customer focused mentality with a passion for hospitality
    • Excellent verbal and written communication skills with the ability to communicate professionally in a clear and concise manner
    • Strong team player with the ability to grasp new ideas and change direction quickly, in a fast-paced environment
    • High degree of innovation and independence and the ability to work with minimal supervision


      -Andover, MA, Kalamazoo, MI, McPherson, KS, Rocky Mount, NC, Sanford, NC

      If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. 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. Some of these benefits may include:

      • 401(k) plan with matching company contributions
      • Comprehensive Medical, Dental & Vision Care
      • Paid parental leave at 100% of salary
      • Paid Time Off and Company Holidays
      • Flexible and Remote Work Arrangements may be available
        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.

        JLL Privacy Notice

        Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

        For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

        For additional details please see our career site pages for each country.

        For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

        This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.

        Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Keywords: Jones Lang LaSalle Incorporated, Arlington , Soft Services Manager, Executive , Arlington, Massachusetts

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