Facilities Coordinator

JLL is a leading global provider of integrated real estate and facilities management services. We deliver exceptional workplace experiences through innovation, dedication, and a commitment to operational excellence.

We are seeking a detail-oriented and proactive Facilities Coordinator to support the delivery of high-quality facilities management services for our client account. This role focuses on managing outsourced soft services including cleaning, security, reception, helpdesk, pantry, and mailroom operations, while ensuring seamless coordination with building management and the account leadership team.

Key Responsibilities

Operational Support & Service Delivery

• Support the Account Lead in all soft services and operational matters across the facility
• Escalate site issues related to soft services and operations to the Account Lead promptly
• Conduct routine inspections of white space areas, communication rooms, closets, meeting rooms, cafeteria, pantry, washrooms, and storage spaces to ensure cleanliness and maintenance standards are met
• Perform holistic facility inspections at least weekly to ensure the property is tidy, organized, and in perfect working order

Vendor & Contract Management

• Manage all outsourced service contracts including cleaning, security, administration, reception, helpdesk, pantry, and mailroom services
• Conduct routine inspections of contracted services to ensure performance measures and Service Level Agreements (SLAs) are maintained
• Supervise vendor performance and conduct contractor site briefings
• Prepare tender documentation, evaluate tenders, and prepare contracts
• Process invoices and manage cost reporting for facilities management

Transition & Go-Live Preparation

• Collaborate with the Account Lead on the takeover of floors, meeting rooms, cafeteria, pantry, washrooms, storage space, and back-of-house areas
• Work with the project team on detailed cleaning of spaces in preparation for go-live
• Manage snagging and de-snagging activities for site handover
• Ensure all warranty documentation for white goods is properly maintained and organized

Process Development & Documentation

• Establish processes and protocols for cleaning various surfaces, compartments, and employee touchpoints
• Develop Standard Operating Procedures (SOPs) and Emergency Operating Procedures (EOPs) related to soft services
• Establish effective waste management processes in coordination with Environmental, Health & Safety (EHS), Account Lead, and landlord
• Ensure proper documentation of Operation & Maintenance Manuals (O&M) and as-built drawings related to soft services

Stakeholder Management & Coordination

• Liaise with building management and security regarding access control, car parking, and other facility matters
• Coordinate events, conferences, and meeting room setups with business units and internal client service teams
• Ensure clear and empathetic communication flow between facilities teams and customers
• Work closely with Helpdesk, Reception, Catering, and Property Operations teams

Service Excellence & Continuous Improvement

• Ensure helpdesk service requests are attended to promptly
• Achieve client satisfaction aligned with client expectations
• Proactively identify and implement more efficient and cost-effective processes
• Conduct periodic re-assessment of vendors and products to optimize service delivery

Team & Resource Management

• Assist in recruiting, selecting, and developing housekeeping employees and vendors
• Supervise housekeeping employees and vendors to ensure compliance with policies, procedures, and applicable laws
• Develop and assist with training activities to improve team skills and knowledge
• Assist with the preparation and regular update of the Housekeeping Department Budget

Health, Safety & Compliance

• Manage all health and safety issues related to soft services operations
• Actively participate in health and safety reviews
• Participate in emergency evacuation procedures, crisis management, and business continuity planning
• Ensure all operations comply with relevant regulations and company standards

Reporting & Administration

• Report on metrics, financial results, and other data as required
• Maintain accurate records and documentation
• Provide on-call availability after office hours for emergency needs as required

Qualifications & Requirements

Education & Experience

• Diploma or Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, or related field
• Minimum 2-3 years of experience in facilities management, soft services operations, or hospitality management
• Experience in vendor and contract management

Technical Skills

• Strong knowledge of soft services operations including cleaning, security, and reception services
• Understanding of facilities management best practices and industry standards
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Familiarity with helpdesk and facilities management systems