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Experience Services Manager

This position aligns with the Experience Services Platform, which is responsible for the experience programs at a defined Client real estate portfolio. The Experience Services Manager is responsible for all aspects of the food services program including, micro kitchens, conference centres, catering, office coffee & and beverage service as well as vending. This role is responsible for ensuring the program is delivered effectively not only meeting the client’s desired outcomes but exceeds their expectations. The Experience Services Manager will be expected to provide superior client service while enhancing their individual personal and professional skills. The role is Client facing and must be able to exhibit exceptional customer service and communication skill.

Key Responsibilities

· Oversee all Food Service operations and activities including Third Party Service contractors.

· Single point of contact for all food service-related items.

· Establish and maintain a sound Food Services management program ensuring appropriate staffing in accordance with Client operating days.

· Manage catering needs for designated Client business and/or events located within select Conference Centres.

· Ensure that all food items are transported, handled, and prepared in accordance with highest sanitation requirements.

· Planning, designing, and implementing a comprehensive food-based nutrition and wellness program including awareness events, classes and demonstrations and communications.

· Monitoring and management of spend and financials related to Food Services programs.

· Anticipation and response to Client’s needs and concerns, including ensuring no safety or security incidents occur.

· Serve as the point of contact for client escalations on inquiries and issues related to the services.

· Ensure procedures & audits are designed to identify and escalate risks & issues.

· Proactively identify and escalate risks and issues (audit findings, client complaints, material vendor service issues, info security issues, any impact to the KPI’s)

· Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved.

· Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators

· Projects and practices consistent ownership attributes, which provide a high level of customer service at all points of contact.

· Ensure the delivery of all operational requirements as per the client scope of works across site.

· Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency.

· Drive Client specific initiatives such technology rollouts, benchmarking, best practices etc.

· Ensure operations are aligned to financial processes and controls are always adhered to achieve good financial management.

· Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures.

· Monitors and manages 3rd party vendor performance related to Food Service program delivery.

· Ability to scale a food service operation both globally, regionally and locally.

Knowledge, Skills & Abilities

· Bachelor’s Degree, or master’s degree, preferred, or equivalent combination of education.

and experience.

· Minimum of five to ten years progressive experience in food service/hospitality management experience

· Ability to work with clients at all levels of an organization.

· Strong vendor management experience

· Strong background in a leadership role with exposure to contract management, customer service, people development, food services etc.

· Exhibits strong communication, presentation and listening skills.

· Exhibits initiative, responsibility, flexibility, and leadership.

· Must have strong analytical skills.

· Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook.

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Location:

On-site –Feltham, GBR, London, GBR

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! If you require any changes to the application process, please email [email protected] or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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