JLL Experience Services team members are experts who create value through lasting partnerships. At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
Job Summary
The Director of Hospitality is responsible for delivering hospitality experiences that transform corporate workplaces into thriving, people-centered environments. This strategic leadership role will focus on developing innovative service delivery models that prioritize employee wellbeing. The Director of Hospitality will lead cross-functional teams in delivering comprehensive hospitality solutions that go beyond traditional facility services, fostering a culture of collaboration and excellence. This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.
Job Responsibilities
- Develop and execute comprehensive hospitality strategies that enhance workplace culture and drive employee engagement across corporate portfolios
- Lead and inspire hospitality teams to deliver exceptional service experiences that exceed client expectations and strengthen long-term partnerships
- Oversee all aspects of workplace hospitality including reception services, visitor management, caf operations, event coordination, and employee amenity programs
- Collaborate with facilities management, HR, and executive teams to integrate hospitality services seamlessly into broader workplace experience initiatives
- Monitor service performance metrics, analyze guest satisfaction data, and implement continuous improvement strategies to optimize service delivery
- Manage vendor partnerships and service level agreements with catering, cleaning, security, and other hospitality service providers
- Champion professional development opportunities for team members while fostering an inclusive culture that supports career advancement
- Ensure hospitality team members are executed in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations
- Supports data collection, analysis and reporting to ensure alignment with the clients goals and objectives
- Achieve and exceeds goals including performance goals, team goals and client's goals and objectives
- Carries culture card as a tangible representation of values, standards, and principles to ensure memorable experiences
- Strive to continually improve Hospitality services
Ensuring Exceptional Service
- Works collaboratively within the account team in the integrated delivery of Hospitality Services across all workstreams
- Builds meaningful lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations
- Conduct routine walkthroughs and assessments of the hospitality spaces to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
- Assistance and flexibility with client events and catering as needed to ensure flawless delivery
- Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
- Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to client's operations occur
- Perform additional job duties, as requested
Qualifications
- Advanced degree in Hospitality Management
- 15 years minimum prior relevant experience in 5 star hotels, facility / property management, preferred
- Exceptional customer service skills and professionalism with a passion for hospitality
- Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
- Excellent verbal and written communication skills with the ability to communicate professionally
- Excellent organizational skills and process management
- Ability to work independently strong prioritization and time management skills
- Ability to work with diverse teams lead by example; respectful, cooperative, accountable
- Ability to manage multiple priorities and deliver results in a fast-paced environment
- Ability to quickly adapt to new devices, technology, and applications
- Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)
