Facilities Operational Manager

JLL empowers you to shape a brighter way . Our people at JLL 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 you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Position Overview The Facility Operations Manager is responsible for the comprehensive operational oversight and strategic management of commercial real estate facilities, encompassing both hard and soft services. This role ensures efficient building operations, exceptional hospitality experiences, optimal tenant satisfaction, regulatory compliance, and cost-effective facility management while maintaining high standards of safety, security, and sustainability across the property portfolio. Key Responsibilities Daily Operations Management • Oversee daily facility operations including building systems, maintenance, and comprehensive tenant services • Coordinate with building engineers, maintenance staff, hospitality teams, and service vendors • Monitor building performance through management systems and regular inspections • Respond to tenant requests, emergencies, and operational issues with hospitality-focused solutions • Ensure smooth operation of all building amenities, common areas, and guest services • Manage move-in/move-out coordination and space modifications with white-glove service delivery Soft Services & Hospitality Management • Concierge & Front Desk Services: Oversee lobby reception, visitor management, and concierge operations Manage package receiving, mail distribution, and tenant communication services Coordinate guest registration, access control, and visitor experiences Ensure professional, welcoming atmosphere in all tenant-facing areas • Cleaning & Janitorial Services: Manage comprehensive cleaning programs for offices, common areas, and specialized spaces Oversee restroom maintenance, supply management, and hygiene standards Coordinate specialized cleaning services (carpet, windows, deep cleaning)Monitor cleaning quality standards and tenant satisfaction • Food & Beverage Services: Manage cafeteria, coffee bars, and catering operations Oversee vending services and break room amenities Coordinate special events, tenant appreciation activities, and corporate functions Ensure food safety compliance and quality service delivery • Landscaping & Grounds Maintenance: Manage exterior landscaping, irrigation systems, and seasonal maintenance Oversee snow removal, parking lot maintenance, and exterior cleaning Coordinate outdoor amenities and recreational areas Maintain curb appeal and professional property presentation • Security Services: Manage security personnel, access control systems, and surveillance operations Coordinate visitor management protocols and emergency response procedures Oversee parking management and traffic control Ensure 24/7 security coverage and incident response Hospitality Experience Management • Tenant Experience Programs: Develop and implement tenant engagement initiatives and events Manage fitness centers, conference facilities, and shared amenities Coordinate wellness programs, networking events, and community building activities Oversee tenant communication platforms and feedback systems • Guest Services: Ensure exceptional visitor experiences from arrival to departure Manage conference room booking systems and event coordination Provide technology support and presentation assistance Coordinate transportation services and local area information • Amenity Management: Oversee operation of fitness centers, cafés, lounges, and recreational facilities Manage retail services, dry cleaning, and convenience amenities Coordinate wellness services, massage therapy, and health programs Ensure amenity spaces meet luxury hospitality standards Maintenance & Asset Management • Develop and implement preventive maintenance programs for all building systems • Coordinate corrective maintenance while minimizing tenant disruption • Manage vendor relationships and service contracts for both hard and soft services • Oversee capital improvement projects and building upgrades • Conduct regular facility assessments and condition reports • Maintain accurate records of all maintenance activities and service delivery Team Leadership & Vendor Management • Lead and supervise comprehensive facility operations teams including: Building engineers and maintenance technicians Concierge and reception staff Cleaning and janitorial teams Security personnel Food service operators Landscaping crews • Develop staff schedules and coordinate multi-service work assignments • Manage vendor selection, contracts, and performance monitoring across all service categories • Ensure proper training in both technical skills and hospitality service standards • Conduct performance reviews and implement service improvement plans • Foster a hospitality-focused, service excellence culture Financial Management & Budget Control • Develop and manage annual operating budgets for all facility services • Monitor expenses across hard and soft services to identify optimization opportunities • Prepare monthly financial reports including service delivery metrics • Evaluate and negotiate vendor contracts for maintenance, cleaning, security, and hospitality services • Track utility consumption, service costs, and implement efficiency measures • Support capital planning and budget development for facility improvements Compliance & Safety Management • Ensure compliance with all local, state, and federal regulations • Maintain required permits, licenses, and certifications for all service operations • Implement safety protocols for maintenance, cleaning, food service, and hospitality operations • Conduct regular safety inspections and risk assessments • Manage environmental health and safety programs including food safety protocols • Coordinate with regulatory agencies during inspections and audits Tenant Relations & Customer Service Excellence • Serve as primary operational contact for tenants with focus on exceptional service delivery • Address tenant concerns and service requests with hospitality mindset • Coordinate tenant improvements and space modifications with minimal disruption • Conduct regular tenant meetings, facility tours, and satisfaction surveys • Monitor tenant satisfaction across all service categories and implement improvements • Support leasing activities through showcase property presentation and service excellence Strategic Planning & Service Innovation • Participate in strategic facility planning and service enhancement initiatives • Prepare operational reports including service delivery metrics and tenant feedback • Identify opportunities for service improvements and operational efficiency gains • Support business continuity and emergency preparedness planning • Lead sustainability initiatives across all service operations • Research and implement innovative hospitality and facility service solutions Required Qualifications Education & Experience • 4+ years of experience in commercial facility operations with hospitality service components • Proven experience managing multi-tenant commercial properties with premium service standards • Background in hospitality, customer service, or luxury service delivery • Experience with both hard and soft service vendor management • Team leadership experience across diverse service disciplines Technical & Service Knowledge • Understanding of HVAC, electrical, plumbing, and fire/life safety systems • Knowledge of hospitality service standards and guest experience management • Familiarity with building automation systems, CMM