Hospitality Manager

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 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.   

• Plan and manage the customer journey across the mixed-use property and luxury condominium to meet hotel-standard service excellence.
• Lead and develop front-of-house teams (Concierge, Reception, Guest Relations) and shared service teams (Housekeeping, Parking, Lounge Attendants) to deliver professional and consistent service (Housekeeping, Parking, Lounge Attendant) ให้ปฏิบัติงานอย่างมืออาชีพและสอดคล้องกับมาตรฐานองค์กร
• Design and develop hospitality training programs for in-house staff and outsourced service providers.
• Act as a trainer and lead workshops or skills enhancement activities to continuously uplift service quality.
• Conduct service quality audits across various property areas, prepare evaluation reports, and implement improvement plans.
• Coordinate with technical, security, housekeeping, and external vendors to ensure seamless and exceptional customer service delivery.
• Handle customer complaints and issues (Complaint Handling) and use feedback to drive service improvements.
• Support tenant engagement activities and in-house events to strengthen the property’s image and customer satisfaction.
• Track and report key performance indicators such as Customer Satisfaction Score (CSAT), service recovery rate, and audit results.

Qualifications / คุณสมบัติ

• Bachelor’s degree or higher in Hospitality Management, Hotel Management, or a related field.
• - Minimum 5 years of experience in hospitality or guest services, preferably in mixed-use properties, luxury condominiums, Grade A office buildings, or 5-star hotels.
• Proven experience in team management and serving as a service trainer.
• Ability to design training courses and develop training materials independently.
• Strong skills in service quality audits and improvement planning.
• Excellent personal presentation, passion for service, leadership qualities, and strong problem-solving abilities.
• Excellent communication skills in English, both spoken and written.
• Proficient in MS Office and familiar with training systems or service quality audit tools.
• Certification in hospitality training or service quality auditing (e.g., Certified Hospitality Trainer, Certified Service Quality Auditor) is an advantage.

Location:

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!

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