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.