Senior Director, Workplace Experience – Hospitality Governance Lead

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Hospitality Governance Lead

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.

What this job involves: 

The Hospitality Governance Lead is expected to provide superior client & operations service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve HX ambitions and aspirations. By creating an engaging and positive workplace experience, the Global Hospitality SME contributes to the overall success and perception of the client's workplace experience.

The Hospitality Governance Lead serves as the subject matter expert for amenity services and workplace operations. They are responsible for developing comprehensive playbooks and standard operating procedures, providing training and implementation support across accounts, managing vendor escalations, and conducting benchmarking activities to drive continuous improvement. This role ensures consistency and excellence in experience-focused services including reception/guest services, mail operations, lobby management, electric vehicle (EV) charging, audiovisual (AV) systems, food services, and meetings & events.

This role leads the HX Hospitality team, directly manages and develops (2) HX Ambassadors, and coaches Operations’ HX Leads through dotted line relationships. The GHSME models excellence in hospitality, vendor governance, project management, and stakeholder management and motivates and equips their direct and indirect teams to innovate, empathize, observe and act in the best interest of the client’s larger goals.

What your day-to-day will look like:

Amenities Subject Matter Expertise

• • Serve as the primary subject matter expert for all amenity services including mail operations, lobby/reception services, electric vehicle (EV) charging programs, audiovisual (AV) technology and support, food service operations, and meetings & events programming.
  • Develop deep functional expertise across amenity verticals to provide consultative guidance to account teams and clients.
  • Stay informed about industry trends, emerging technologies, and best practices across all amenity categories to identify opportunities for service enhancements and innovation.
  • Collaborate with account leadership and client stakeholders to align amenity strategies with workplace experience vision and desired outcomes.

Playbooks & Standard Operating Procedures

• • Create, maintain, and continuously improve comprehensive playbooks and standard operating procedures (SOPs) for all amenity services and workplace experience operations.
  • Ensure documentation is detailed, actionable, and aligned with global standards while allowing for regional customization.
  • Lead HX governance frameworks to ensure consistent application of playbooks and SOPs across the account portfolio and in accordance with Compliance processes.
  • Monitor and measure the effectiveness of documented processes, making data-driven adjustments to optimize operations.

Training & Implementation Support

• • Implement customer experience and upskilling training plans that enable exceptional service delivery across the account globally.
  • Provide hands-on implementation support for new amenity programs, service launches, and operational transitions.
  • Lead change management activities to ensure smooth adoption of new processes, technologies, and service models.
  • Create training materials, job aids, and knowledge resources to support ongoing capability development.
  • Coach and mentor workplace professionals to build internal expertise and service excellence.

Vendor Escalations & Relationship Management

• • Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
  • Serve as the escalation point for critical vendor performance issues, service disruptions, and contract disputes.
  • Proactively identify and escalate risks and issues at the account level including vendor service issues, audit findings, and any impact on account KPIs.
  • Negotiate service level agreements and hold vendors accountable for performance commitments.
  • Conduct regular vendor performance reviews and drive continuous improvement.

Benchmarking & Performance Management

• • Lead benchmarking initiatives to assess service performance against industry standards and best-in-class organizations.
  • Direct support analyst to gather required data, analyze performance metrics and develop actionable insights to drive service improvements.
  • Monitor and measure the progress and impact of strategic initiatives, tracking key performance indicators (KPIs) to assess effectiveness.
  • Seek feedback from clients, stakeholders, and end-users to understand satisfaction levels and identify enhancement opportunities.
  • Engage in a culture of continuous improvement and innovation by leveraging business intelligence and participating in the development of best practices at the Experience Services platform level.

Strategic Leadership & Operational Excellence

• • Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and necessary steps to achieve them.
  • Oversee Experience Services support resources and back-end operational systems, ensuring processes, procedures, technology platforms, and systems are aligned across the account.
  • Monitor workplace budgets, partnering with operations teams to ensure cost-effective solutions are presented, impacts are accounted for, and expenses align with financial guidelines.
  • Establish sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating requirements.

Team Leadership & Development

• • Lead and mentor a team of workplace professionals, providing coaching and professional development opportunities.
  • Set goals and expectations for direct reports using the performance review process and hold the team accountable for successful performance.
  • Clearly communicate performance expectations, standards, and metrics to team members.
  • Build and nurture positive relationships with team members, colleagues, and stakeholders through open communication, empathy, and respect.
  • Demonstrate effective leadership by setting the example through actions and behaviors, showing integrity, accountability, and professionalism.
  • Encourage teamwork and collaboration, promoting a culture of shared success and joint accountability.

Customer Service Excellence

• • Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities.
  • Ensure exceptional service delivery by embedding customer-centric practices across all amenity services and vendor operations.
  • Use feedback to drive improvements and exceed customer expectations consistently.

Required Qualifications:

• • Bachelor's degree in hospitality, event management, business administration, or related field or experience
  • 10+ years of experience in amenity services, soft services, facility management, operations, commercial real estate, or hospitality industry
  • Proven expertise in at least three of the following amenity areas: mail operations, lobby/reception management, EV programs, AV technology, food service, or meetings & events.
  • Demonstrated experience developing training programs, playbooks, and standard operating procedures.
  • Strong vendor management and escalation resolution capabilities.
  • Track record of conducting benchmarking studies and implementing data-driven improvements.
  • Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced, heavily matrixed environment.
  • Track record of initiative, integrity, and good judgment.
  • Strong analytical and financial aptitude with the ability to gather data, assess situations, and quickly develop solutions.
  • Highly collaborative with strong interpersonal skills.
  • Excellent verbal and written communication skills with the ability to communicate professionally at all organizational levels.
  • Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access).

Preferred Qualifications:

• • Knowledge of commercial real estate or corporate environments.
  • Master's degree in hospitality, event management, business administration, or related field

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Location:

On-site –Feltham, GBR, London, GBR

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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