Hospitality Lead

Work Dynamics - Integrated Facilities Management

The Hospitality Lead is responsible for delivering an exceptional occupant and guest experience within the workplace environment. This role focuses on providing "Best in class" hospitality services while managing the workplace experience team to ensure the client's unique culture is reflected in all aspects of the workplace. The position serves as a key point of contact for the client team regarding workplace activities at the site level and plays a crucial role in creating a distinctly branded workplace experience.

KEY RESPONSIBILITIES

Strategic Management & Team Leadership

• Support Site Lead in strategic management of hospitality services and collaborate with Senior Facility Coordinator for smooth operations
• Oversee performance, training, and professional development of the hospitality team
• Prepare reports, track budgets, and coordinate communications for the hospitality team, supporting the Lead in overall management
• Develop existing and bring in new talent and capabilities to the Workplace Experience Team
• Transform the team into a highly proactive, responsive, dynamic, and agile unit
• Create an active and visible Workplace Experience presence
• Encourage an environment that supports teamwork, cooperation, and performance excellence

Vendor & Stakeholder Management

• Manage day-to-day interactions with vendors to ensure services align with expectations and established standards, escalating issues to the Site Lead as needed
• Manage strategic vendor relationships to ensure service quality and alignment with hospitality standards
• Coordinate multiple vendors and contractors to ensure service delivery
• Conduct regular quality control checks and spot inspections
• Proactively develop and manage client relationships ensuring expected service levels are achieved
• Interface with GRE, other service partners, security, amenities services, and landlords as needed

Policy & Process Development

• Collaborate with the client's workplace team and internal stakeholders to develop and implement hospitality-focused policies and procedures that uphold a professional image, reflective of the client's company culture
• Coordinate with relevant stakeholders on office-related projects, implementing best practices and establishing a hospitality playbook for the client
• Comply with all client contractual requirements and meet or exceed KPI
• Create standard operating procedures for hospitality services

Workplace Experience Management

• Infuse meeting rooms with client-themed decor (e.g., artwork inspired by company brand elements)
• Ensure all amenities in conference rooms are well-stocked and organized at all times
• Include and maintain snack and drink stations within or near meeting rooms for easy access
• Execute setups for functions and events as instructed by the client's Workplace team
• Plan and execute noteworthy cultural events with appropriate approvals
• Support the client's Workplace team on event planning and execution
• Report to Hospitality Supervisor and/or Workplace Lead regarding user or client feedback

Operations Management

• Work closely with the housekeeping team to ensure meeting rooms are in excellent and clean condition
• Ensure equipment and amenities with defects are promptly reported through the helpdesk system
• Regularly refill stationery corners and restrooms with necessary supplies
• Maintain proper inventory systems for non-F&B equipment and non-food items
• Report inventory discrepancies whenever necessary
• Handle internal posters, memos, and communication materials as instructed
• Cross-train to cover Front Desk Team during breaks and leaves
• Place supply orders when necessary to maintain optimal stock levels

Health, Safety & Compliance

• Follow contractor health, safety, and security procedures consistently
• Maintain safe personal presentation standards at all times
• Consult on health and safety matters as needed
• Report all incidents and hazards immediately
• Complete all required HSE training
• Adhere to site food safety plans, hygiene procedures, and standards
• Schedule and monitor enhanced cleaning protocols
• Ensure hand sanitizers are accessible throughout the workplace

Technology & Systems Management

• Utilize technology and digital platforms to enable the Workplace Experience team to be mobile and present on occupant floors
• Ensure data integrity across all systems and perform audits periodically
• Support regional initiatives such as user experience programs and JLL system roll-outs
• Drive client-specific technology initiatives and best practices