Facility Manager - Soft

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.

Facility Manager – Soft Services

Find your next move and build a fulfilling careerWe 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 ResponsibilitiesEmployee Experience & Hospitality LeadershipDrive 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 ManagementManage 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 OperationsOversee 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 ManagementManage 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 ManagementBuild 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 ManagementPrepare 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 & SustainabilityEnsure 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 LeadershipLead, 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 & CompetenciesStrong 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 QualificationsBachelor'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 LikeHigh 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.

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

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.