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- Tasks: Lead operations at a prestigious commercial property, ensuring top-notch customer service and management.
- Company: Join JLL, a diverse employer committed to inclusivity and excellence in property management.
- Benefits: Enjoy a vibrant work environment with state-of-the-art amenities and a rooftop terrace.
- Why this job: Be an ambassador for a landmark property while fostering community and enhancing tenant experiences.
- Qualifications: Strong management experience in commercial settings and excellent customer service skills required.
- Other info: This role offers a unique opportunity to work in the heart of Westminster.
JLL empowers you to shape a brighter way .
Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether youâve got deep experience in commercial real estate, skilled trades or technology, or youâre looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
General Manager â 78 St James, London
We are seeking an exceptional and highly motivated General Manager to lead operations at the prestigious 78 St James\âs Street, a landmark commercial property nestled in the heart of Westminster, London. This iconic address seamlessly blends historic grandeur with innovative modern workspace, offering a unique environment for its discerning occupants.
78 St James\âs Street is a \âbest in class\â office building, comprising a Grade II listed building providing approximately 100,000 sq ft of prime multi-tenant workspace. The building boasts an array of state-of-the-art amenities, including a clubhouse-style lounge, comprehensive wellness facilities, a rooftop terrace with panoramic views across Westminster and Green Park, collaborative spaces, and a dual reception experience. Its strategic location offers excellent connectivity, being just a five-minute walk from Green Park Station.
As the General Manager, you will be instrumental in maintaining the property\âs esteemed reputation, ensuring that all operations and customer services align with the highest standards of excellence in this high-profile commercial setting. You will act as a key ambassador for JLL and the building owners, fostering strong relationships with tenants and promoting 78 St James\âs position as a premier working destination.
OBJECTIVE OF ROLE
The General Manager (GM) is the primary responsible person for delivering all operations and customer related services to the building and its occupants and through the on-site team will be responsible for ensuring that facilities services accord with the best practice standards as defined. The GM will be JLLâs and the building ownersâ âAmbassadorâ and maintain and promote the propertyâs position in the locality as best in class for occupiers to work in. The GM will have a close working relationship with senior representatives of the building tenants and the building Owners representatives.
TEAM STRUCTURE
The GM has line management responsibilities for the on-site FM team and will be the representative for specified key client/occupier issues. The GM will work in several âvirtual teamsâ with the client focussed teams of Asset and Property Managers, Surveying Executives and Client Accountants.
KEY RESPONSIBILITIES AND DELIVERABLES
Client Service
To understand the Clientâs objective and instructions in relation to the property.
To assist in Client reporting concerning all on-site rational issues and customer relations.
Act as lead for the client in all matters relating to the operation at the property to establish and enhance brand image.
Customer Experience
Establish and manage a property strategy with a view to providing a high standard of customer service that enhances the customer experience and develops a property partnership community.
Meet with the occupier representatives to fully understand their wants and needs within the property.
Manage the on-site services teams to ensure optimal customer satisfaction and minimise the downtime when service interruption occurs.
Undertake annual Occupier Surveys (or more frequently as required) and respond to occupier feedback with a view to achieving positive outcomes and consistent prominent levels of customer satisfaction.
Operations Management
Lead, develop and inspire the on-site FM team (both directly employed and sub-contracted) to deliver high standards of service at the property.
Ensure KPIs are met, and service excellence is delivered throughout all areas of on-site operations.
To be responsible for the implementation of agreed best practice in accordance with JLLâs Facilities Management Best Practice policies in the following areas: service charge financial management, information/communications, procurement, operations, repair & maintenance, social & environmental responsible management, customer experience and human resources (training and development) ensuring:
standard systems and procedures
customer service delivery
standard systems and procedures
standard documents and templates
audit and inspection.
reduction of risk
consistent high standards of service delivery (and their measurement)
improved reporting to clients
Create an âambassadorialâ role with the occupier representatives, the Central Estates Team and in local business groups, Local Authority and community/civic stakeholder meetings including representing the property at local Bidâs meetings and any other relevant association meetings.
Inform the Property Manager of any occupier matters that may influence valuation/investment considerations including assistance in monitoring occupiersâ compliance with covenants.
In conjunction with the Property Management team, ensure the financial management of the property, through the preparation of service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, is delivered to JLL accounting practices. To include the administration of non-recoverable budgets.
To understand the principal terms of occupierâs leases as they affect the property management of the building and the Clientâs obligations to provide services including clarity on the extent of the common areas.
Ensure that the procurement of all supplies and services at the property is undertaken in accordance with JLLâs procurement policy to ensure the highest standards for the best value.
Ensure high quality health and safety practices are maintained, in accordance with best practice guidelines from central support under the JLLâs risk management programme and the RFM.
Ensure all aspects of JLLâs âSocially Responsible Managementâ programme is implemented in relation to environmental & sustainability policies.
Strong knowledge of building systems including but not limited to mechanical, electrical, plant, BMS and all associated life safety systems. Ensuring appropriate maintenance regimes are in place in accordance with operating guidelines and British and legislative standards Where required, work with building surveyors/architects/consultants on major works.
Key Skills
Excellent customer service skills and a track record of implementing successful customer orientated activities.
Strong management experience gained within a high-profile commercial environment.
Able to demonstrate a strong understanding of building design and base build management.
A proven track record in managing and motivating on-site operational management teams.
Experience of managing service charge budgets and major CAPEX projects
Strong commercial acumen
Strong leadership skills to effectively manage and motivate a team to achieve a high level of performance and to exceed targets.
Accountable and resilient
Ability to work under pressure.
Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently.
Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.
Location:
On-site âLondon, GBR
If this job description resonates with you, we encourage you to apply, even if you donât meet all the requirements. Weâre interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email or call +44 (0 ) to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
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General Manager employer: JLL
Contact Detail:
JLL Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land General Manager
â¨Tip Number 1
Network with professionals in the property management and commercial real estate sectors. Attend industry events or join relevant online forums to connect with individuals who may have insights into JLL's culture and expectations for the General Manager role.
â¨Tip Number 2
Familiarise yourself with JLL's values and recent projects, especially those related to sustainability and customer service. This knowledge will help you demonstrate your alignment with their mission during any interviews or discussions.
â¨Tip Number 3
Prepare to discuss your experience in managing high-profile commercial properties. Be ready to share specific examples of how you've enhanced customer experiences and improved operational efficiencies in previous roles.
â¨Tip Number 4
Showcase your leadership skills by highlighting instances where you've successfully motivated teams to achieve high performance. Consider preparing a brief case study that illustrates your approach to team management and operational excellence.
We think you need these skills to ace General Manager
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the General Manager role at JLL. Focus on your leadership experience, customer service skills, and any previous roles in high-profile commercial environments.
Craft a Compelling Cover Letter: Write a cover letter that not only introduces yourself but also explains why you are passionate about this position. Mention specific aspects of 78 St James's Street that resonate with you and how you can contribute to its success.
Highlight Key Achievements: In both your CV and cover letter, include quantifiable achievements from your past roles. For example, mention how you improved customer satisfaction scores or successfully managed a significant budget.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a General Manager role.
How to prepare for a job interview at JLL
â¨Research the Company and Property
Before your interview, take the time to research JLL and the specific property at 78 St James's Street. Understand its history, amenities, and what makes it a premier working destination. This knowledge will help you demonstrate your genuine interest in the role and the company.
â¨Showcase Your Customer Service Skills
As a General Manager, exceptional customer service is key. Prepare examples from your past experiences where you've successfully enhanced customer satisfaction or resolved issues. Highlighting these skills will show that you can maintain the high standards expected at this prestigious location.
â¨Demonstrate Leadership Experience
Be ready to discuss your management style and how you've led teams in high-pressure environments. Share specific instances where you've motivated your team to exceed targets or implemented successful operational strategies. This will illustrate your capability to inspire and manage the on-site FM team effectively.
â¨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of potential challenges you might face as a General Manager and how you would address them. This preparation will help you respond confidently and showcase your strategic thinking.
