CHICAGO—Amenities that promote comfort and well-being have become much more important in several property sectors in the past few years, so it's no surprise that commercial real estate firms are tapping into the expertise of people from the hospitality industry. Their know-how is especially important in today's steadily rising market, as many firms have been able to open newly-constructed facilities or poured capital into the redevelopment of older properties.

“Customer service is the key to differentiating yourself from your competitors,” Mark Zettl, JLL's new president, property management, Americas, tells GlobeSt.com. And working in both multifamily and hospitality requires a certain disposition, a “spirit of service,” that should serve him well as he oversees all office property management initiatives at a company that prides itself on driving value through management.

The Chicago-based Zettl brings more than 25 years of hospitality and real estate operations experience to JLL and its 356 million-square-foot portfolio. He most recently served as chief operating officer for Waterton's residential and hospitality portfolio.

Today's office market has seen a lot of disruption, he adds, partly due to the proliferation of coworking providers, many of which try to incorporate hotel-like services. That has helped raise the expectations of office tenants, and managers have responded. “We now have full-service health clubs, not just treadmills.”

Prior to his time at Waterton, Zettl served as an executive vice president for Ultima Hospitality. He is also the former vice president of operations for two Chicago-based hotel companies whose properties included Doubletree, Radisson, Marriott and InterContinental. Zettl also helped develop the Holiday Inn Express brand while serving as director of franchise services for InterContinental Hotel Group.

“JLL has a strong reputation as a market leader in property management, which Mark's broad experience in the hospitality industry will further enhance,” says Jay Koster, JLL's group head of Americas capital markets and investor services. “The high standard we have set will only continue to rise as we further improve our services.”

“I am looking forward to working closely with our clients to enhance their experience by tailoring the firm's approach to their needs,” Zettl adds. “Technology, consumer demand and the economy continue to shape the industry, and we are working diligently to remain ahead of the curve in every aspect.”

Instant Insights /

Hospitality Experts Now Key in Property Management

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