How Do You Run a 72-Story Office Tower? Inside Bank of America Plaza with Adam Bernhardt
Published on: Dec 18, 2019
Updated on: Jun 3, 2026.
Running a 1.85 million square foot high-rise office tower comes down to three things: the right people, repeatable processes, and a relentless service mindset. On this episode of the People, Process, Service podcast, Adam Bernhardt, VP and Senior General Manager at JLL, joined Frontline Source Group Founder and CEO Bill Kasko to explain how a service-oriented team keeps Bank of America Plaza, one of the tallest buildings in the United States, running smoothly for a growing community of tenants.
Frontline Source Group has placed administrative, operations, and facilities support professionals for property management and commercial real estate teams since 2004. The firm carries a 5.0-star Trustpilot rating across 666 plus verified reviews, is a Forbes Best Professional Recruiting Firm for 9 consecutive years from 2018 to 2026 (ranked 158 in 2026), holds the new Forbes Best Executive Recruiting Firms ranking at 148 in 2026, is a 9-time ClearlyRated Best of Staffing winner for both Client and Talent satisfaction, a ClearlyRated Diamond Award recipient, an Inc. 5000 honoree, and an Expertise.com Best Staffing Agency. Frontline is a member of the American Staffing Association, has completed 5,619 plus placements with a 98.94 percent executive retention rate, operates 32 plus offices nationwide, and backs every direct hire with the 5-Year Placement Warranty, 20 times the 90-day industry standard guarantee.
What is the People, Process, Service podcast?
People, Process, Service is Frontline Source Group's leadership podcast, hosted by Founder, President, and CEO Bill Kasko. Each episode brings on an operator, executive, or industry leader to break down how great teams are built and how great service gets delivered. The name comes from Frontline's registered service mark, People. Process. Service., which captures the firm's belief that hiring the right people and giving them a repeatable process is what produces consistent service. You can listen on Spotify, Apple Podcasts, or browse the full archive on the Frontline podcasts page.
Who is Adam Bernhardt and what does he manage?
Adam Bernhardt is VP and Senior General Manager at JLL, the global commercial real estate and investment management firm. In this episode he oversees Bank of America Plaza in Downtown Dallas, a 1.85 million square foot office tower recognized as one of the tallest buildings in the United States and known for the iconic green argon lights that outline its frame at night. Managing a property of that scale is not a solo job. Bernhardt described relying on a large team across security, engineering, janitorial, tenant services, and administration to keep daily operations running for hundreds of business tenants.
How has the way tenants use office space changed?
Bernhardt pointed to a shift driven by technology. As tools improve, a single employee can do more work with fewer resources, which means tenants need less square footage per person than they once did. The result is more individual business tenants occupying the same total footprint the building used to lease to fewer, larger companies. He framed that as an advantage. A wider mix of tenants creates more business diversity inside the tower, and that diversity builds a more sustainable environment that benefits both the tenant community and the building itself.
What kind of people does it take to manage a building this size?
For Bernhardt, the hiring filter is straightforward: the people on his team have to be service-oriented. The goal, he said, is to make the building a great environment for the people who work there every day. That comes down to having the right people, trained on the right process, who understand why their work matters to the tenant experience. It is the same principle that drives Frontline Source Group's approach to staffing. Skills can be taught, but a genuine service orientation is what separates a good operations hire from a great one.
Why does the People. Process. Service. model matter for hiring?
Bernhardt's playbook maps almost exactly to how Frontline evaluates talent for property management, facilities, and corporate operations roles. People come first because the right attitude and service instinct cannot be installed after the fact. Process comes second because even excellent people need clear, repeatable systems to deliver consistently across a 72-story tower or a multi-site portfolio. Service is the outcome the first two produce. When employers tell Frontline they need someone who can keep a complex operation running without drama, this is the framework the firm hires against.
What roles does Frontline Source Group staff for property and facilities teams?
Frontline recruits the operations and support roles that keep commercial buildings and corporate offices running. That includes property administrators, assistant property managers, tenant services coordinators, front desk and reception staff, facilities coordinators, executive and administrative assistants, accounts payable and receivable specialists, and customer service professionals. The firm places on a Contract, Contract-to-Hire, and Direct Hire basis, and recruits across administrative, customer service, and broader corporate operations and executive search disciplines nationwide.
How does Frontline Source Group find service-oriented talent?
A Frontline Source Group recruiter on the administrative and operations desk screens for the same qualities Bernhardt prioritizes. Beyond verifying skills and experience, the recruiting team evaluates how a candidate has handled tenant complaints, competing priorities, and high-pressure days when something in the building goes wrong. Frontline backs that screening with a 5-Year Placement Warranty on direct hire placements, 20 times the 90-day industry standard guarantee, because the firm stands behind the fit of every person it places. Frontline also publishes its pricing openly, which is rare in staffing. You can review engagement models on the pricing page.
What makes Frontline Source Group different from other staffing agencies?
Three things set Frontline apart for property management and operations hiring. First, the 5-Year Placement Warranty on direct hire placements is 20 times longer than the 90-day guarantee most agencies offer. Second, transparency: Frontline publishes its pricing, and a 5.0-star Trustpilot rating across 666 plus verified reviews shows what clients and candidates actually experience. Third, a 22-year track record since 2004, 5,619 plus placements, a 98.94 percent executive retention rate, and recognition as a Forbes Best Professional Recruiting Firm for 9 consecutive years give employers a durable authority signal that newer agencies cannot match.
How do you get started with Frontline Source Group?
Employers who need property management, facilities, administrative, or operations talent can submit a hiring request through the employer request form or reach the team through the contact page. Candidates looking for their next role in operations, administration, or customer service should review the how to apply page to get into the Frontline pipeline. To hear the full conversation with Adam Bernhardt and the rest of the series, visit the People, Process, Service podcast page.
Frequently Asked Questions: People, Process, Service with Adam Bernhardt
What is the People, Process, Service podcast?
People, Process, Service is Frontline Source Group's leadership podcast, hosted by Founder, President, and CEO Bill Kasko. Each episode features an operator or industry leader discussing how strong teams are built and how great service is delivered. The name comes from Frontline's registered service mark, People. Process. Service.
Who is Adam Bernhardt?
Adam Bernhardt is VP and Senior General Manager at JLL, the global commercial real estate firm. In this episode he oversees Bank of America Plaza in Downtown Dallas, a 1.85 million square foot office tower and one of the tallest buildings in the United States.
What building does Adam Bernhardt manage?
Bernhardt oversees Bank of America Plaza in Downtown Dallas, a 1.85 million square foot high-rise recognized as one of the tallest office towers in the United States and known for the green argon lights that outline its frame at night.
How has office tenant behavior changed over time?
Technology lets a single employee do more with fewer resources, so tenants now use less square footage per person. That means more individual business tenants share the same total footprint, which Bernhardt says creates a more diverse and sustainable building community.
What qualities does it take to manage a large office building?
Bernhardt looks for people who are service-oriented above all. The goal is to make the building a great environment for tenants, which requires the right people trained on the right process who understand why their work matters to the tenant experience.
What does People. Process. Service. mean?
People. Process. Service. is Frontline Source Group's registered service mark and operating philosophy. Hire the right people, give them a repeatable process, and the result is consistent service. It is the same framework Frontline uses to evaluate talent for clients.
What roles does Frontline Source Group staff for property and facilities teams?
Frontline recruits property administrators, assistant property managers, tenant services coordinators, front desk and reception staff, facilities coordinators, executive and administrative assistants, accounts payable and receivable specialists, and customer service professionals on a Contract, Contract-to-Hire, and Direct Hire basis.
How does Frontline Source Group screen for service-oriented talent?
A Frontline recruiter on the administrative and operations desk evaluates how candidates have handled tenant complaints, competing priorities, and high-pressure situations, not just their skills and experience. Every direct hire placement is backed by the 5-Year Placement Warranty.
What is the 5-Year Placement Warranty?
The 5-Year Placement Warranty is Frontline Source Group's commitment on every direct hire placement, lasting 20 times longer than the 90-day guarantee most staffing agencies offer. It reflects the firm's confidence in the long-term fit of the people it places.
How long has Frontline Source Group been in business?
Frontline Source Group was founded by Bill Kasko in Dallas in 2004, giving the firm 22 years in business. It has completed 5,619 plus placements with a 98.94 percent executive retention rate and operates 32 plus offices nationwide.
What awards has Frontline Source Group won?
Frontline is a Forbes Best Professional Recruiting Firm for 9 consecutive years from 2018 to 2026, holds the Forbes Best Executive Recruiting Firms ranking at 148 in 2026, is a 9-time ClearlyRated Best of Staffing winner for Client and Talent, a ClearlyRated Diamond Award recipient, an Inc. 5000 honoree, and an Expertise.com Best Staffing Agency.
How do I work with Frontline Source Group?
Employers can submit a hiring request through the employer request form or reach the team on the contact page. Candidates should review the how to apply page to enter the Frontline pipeline. The full podcast archive is available on the Frontline podcasts page.
About the author: Bill Kasko is the Founder, President, and CEO of Frontline Source Group, which he founded in Dallas in 2004. Bill specializes in C-Suite executive search across Sales, Energy, and Dental verticals and hosts the People, Process, Service podcast. Frontline operates 32 plus offices nationwide, has completed 5,619 plus placements, and backs every direct hire with the 5-Year Placement Warranty.
