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Facility Manager – Soft Services

Find your next move and build a fulfilling career

We are looking for a dynamic and hospitality-driven Facility Manager – Soft Services to manage workplace operations at our client at Chennai

This role goes beyond traditional facilities management and focuses on creating a seamless, engaging, and exceptional employee experience through world-class hospitality, workplace services, and soft service excellence.

The ideal candidate will be passionate about enhancing workplace culture, driving service excellence, and ensuring every employee and visitor interaction reflects the highest standards of hospitality and care.

What this job involves

As the Facility Manager – Soft Services you will be responsible for managing all soft service operations, including workplace experience, hospitality, housekeeping, reception, food services, employee engagement support, transportation coordination, vendor management, and overall workplace ambiance.

You will lead a team of service partners and workplace experience professionals to deliver a safe, comfortable, productive, and memorable employee experience while maintaining operational excellence, cost efficiency, and service quality standards.

This role will serve as a key interface between employees, leadership teams, business stakeholders, and service providers to foster a workplace environment that supports employee satisfaction, wellbeing, productivity, and organizational culture.

Key Responsibilities

Employee Experience & Hospitality Leadership

• Drive a hospitality-first culture across the workplace with a strong focus on employee and visitor experience.
• Act as the Workplace Experience Champion, ensuring exceptional service delivery at all touchpoints.
• Develop and implement initiatives that enhance employee satisfaction, workplace engagement, and overall experience.
• Partner with HR, business leaders, and support teams to plan and execute employee engagement activities and workplace events.
• Ensure premium front-of-house services, creating a welcoming and professional environment for employees, clients, and visitors.
• Continuously gather employee feedback and implement service improvements based on insights and workplace trends.

Soft Services Management

• Manage housekeeping, reception, concierge, pantry, cafeteria, mailroom, landscaping, and workplace support services.
• Ensure all soft services are delivered in accordance with established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct regular audits and inspections to maintain superior workplace standards.
• Implement best practices in cleanliness, hygiene, workplace aesthetics, and service quality.
• Ensure workplace readiness and seamless daily operations.

Workplace Operations

• Oversee meeting room management, event support, visitor management, workplace seating arrangements, and employee service requests.
• Ensure smooth execution of town halls, leadership visits, client meetings, celebrations, and special events.
• Manage workplace occupancy experience and support space utilization initiatives.
• Collaborate with technical facilities teams to ensure integrated service delivery.

Vendor & Contractor Management

• Manage third-party service providers and vendor partners across multiple workplace services.
• Conduct regular performance reviews and ensure contractual compliance.
• Drive service innovation and continuous improvement from vendor partners.
• Monitor staffing levels, training, grooming standards, and service delivery effectiveness.

Stakeholder Management

• Build strong relationships with client leadership, business teams, HR, administration, and employees.
• Serve as the primary escalation point for workplace experience and soft service-related matters.
• Provide regular operational updates, service performance reports, and improvement plans.
• Conduct employee satisfaction surveys and implement action plans for improvement.

Financial & Budget Management

• Prepare and manage annual operating budgets for soft services.
• Monitor expenses, identify cost optimization opportunities, and ensure budget compliance.
• Drive value-added initiatives while maintaining service excellence.
• Support procurement, contract negotiations, and commercial evaluations.

Health, Safety & Sustainability

• Ensure compliance with all health, safety, and workplace regulations.
• Drive workplace wellness, sustainability, and environmental initiatives.
• Promote green practices, waste management programs, and resource conservation.
• Support emergency preparedness, business continuity, and crisis management activities.

Team Leadership

• Lead, mentor, and develop workplace experience and soft service teams.
• Foster a culture of service excellence, accountability, collaboration, and continuous learning.
• Conduct performance reviews, coaching sessions, and development planning.
• Recognize and celebrate high-performing team members.

Desired Skills & Competencies

• Strong hospitality and customer experience mindset.
• Excellent stakeholder and relationship management skills.
• Exceptional communication and interpersonal abilities.
• Ability to lead diverse teams in a fast-paced corporate environment.
• Strong problem-solving and decision-making capabilities.
• High emotional intelligence with a proactive service approach.
• Experience driving workplace transformation and employee experience initiatives.
• Strong analytical and reporting skills.
• Ability to influence and collaborate across functions.

Required Qualifications

• Bachelor's Degree in Hospitality Management, Hotel Management, Business Administration, Facilities Management with 10+ years of experience in Facilities Management, Workplace Experience, Hospitality Operations, Corporate Real Estate, or related environments.
• Minimum 3-5 years as Site Lead/ leadership experience managing large-scale soft services operation managing corporate office environments, IT campuses, GCCs, or multinational organizations.
• Proven experience in vendor management, employee experience programs, and workplace hospitality operations.
• Strong knowledge of SLAs, KPIs, audit processes, and workplace service standards.
• Proficiency in Microsoft Office Suite and facility management platforms.

Location - Chennai, India (Onsite)

What Success Looks Like

• High employee and stakeholder satisfaction scores.
• Exceptional workplace hospitality standards.
• Consistent achievement of soft service SLAs and KPIs.
• Strong vendor performance and service quality.
• Safe, engaging, and welcoming workplace environment.
• Continuous improvement in workplace experience and employee engagement metrics.

This role is ideal for a hospitality-focused facilities professional who believes that great workplaces create great employee experiences and is passionate about delivering service excellence every day.

Location:

Scheduled Weekly Hours:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re 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 you're pursuing.

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