People, Process, Service: How to Run a City in the Sky


What does it take to run the 32nd tallest building in the United States? On this week’s episode of People, Process, Service, Adam Bernhardt, VP, and Senior General Manager at JLL discussed the process of servicing people working in a 1.85 million-square-foot office tower, noted for its iconic green lights outlining the building. Naturally, this doesn’t happen alone. Bernhardt said he relies on the efforts of a team of many people to keep day-to-day operations running smooth.

Because of the changing nature in the way businesses work today, Bernhardt said the building has more business tenants then they used to have. “As technology comes in, one employee can do more and be more productive with fewer resources, so we have more tenants, but they are taking up the same amount of space as when we had fewer.” The advantage of having more tenants, Bernhardt said, is more diversity in the types of businesses sharing the building space. This diversity creates a sustainable environment that not only benefits the community of businesses but the building as well.

As for the type of people Bernhardt looks to help manage a building of this scale, “they have to be service-oriented,” Bernhardt said. “What we’re trying to do for our tenants is make it a great environment. It’s having the right people trained to provide the right service and teaching them to see how that’s important to create that environment.”

For the latest news, videos, and podcasts in the Building Management Industry, be sure to subscribe to our industry publication.

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook –
LinkedIn –

Follow us on social media for the latest updates in B2B!


E2B: Energy to Business: Why Threat of Rail Strike Heightened Supply Chain Issues
October 4, 2022
  Freight rail is a critical mode of logistics and transportation for moving products throughout the supply chain. So, when the recent threat of a rail strike nearly derailed the supply chain and cost the Read more
Better Broadband: IoT and Connectivity as a Service
October 4, 2022
 In early July 2022, nearly a quarter of the Canadian population was disconnected after a significant network went down. The outage impacted emergency services, banks, hospitals, and nearly every Read more
work email
Should We Be Rethinking Multifactor Authentication?
October 3, 2022
KEY POINTS: KEY POINTS: Attacks exploiting multifactor authentication are on the rise. Using MFA fatigue, attackers successfully breached Uber and Okta. Security measures like Read more