Senior Director – Guest & Employee Experience Services

Responsibilities

• Partner closely with Account Leadership and the client to understand strategic objectives and priorities for Guest & Employee Experience Services across the account.
• Develop comprehensive business plans that enhance employee engagement, increase productivity, reduce costs, mitigate risks, and create measurable value for both the client and JLL.
• Manage operational implementation of experience-focused hospitality services, developing innovative programs, tools, and processes while seamlessly integrating underlying service components.
• Establish and maintain sound management frameworks for appropriate staffing levels in accordance with client service level agreements and operational requirements.
• Develop and implement guest experience and employee experience training plans that enable exceptional service delivery globally across the account.
• Monitor and manage third-party vendor performance related to soft services and hospitality delivery, ensuring consistent quality standards.
• Proactively identify and escalated risks and issues at the account level, including audit findings, client feedback, vendor service matters, information security concerns, and impacts to account KPIs.

• Bachelor's degree required
• 10+ years of progressive experience in hospitality operations, soft services, facility management, or commercial real estate preferred
• Ideal candidates may have led food and beverage or hospitality programs in luxury hospitality environments