Regional Lead Concierge, Workplace Experience

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.

Key Responsibilities:

Concierge Services and Guest Experience:

• Be a steward of providing Provide a warm, professional welcome to all employees and visitors; set standards that all concierge will follow
• Build meaningful, lasting relationships with client employees and guests for intuitive service delivery, anticipating needs and exceeding expectations
• Drive the Managemanagement of reception duties, including phone calls, scheduling, and meeting coordination
• Respond promptly and effectively to employee and visitor requests, delivering high-quality service
• Offer first-level support for AV and technology needs, both on-site and virtually; complete work orders for issues that may require additional levels of support
• Develop expertise in local amenities, attractions, and events to assist with inquiries
• Coordinate workplace events and wellness initiatives
• Conduct routine walkthroughs and assessments of the workspace and soft services delivery
• Update FAQ documents to ensure the latest information is captured for visitors to reference
• Establish protocols for welcoming visitors on sites
• Partner with the Executive Assistants on site to share relevant communications about customer visits and visitor protocols
• Develop and distribute communications to the employees on site; provide oversights and reviews on weekly communications issued by everyone on the concierge team

Regional Program Leadership and Team Management:

• Develop and implement the vision for the Experience Services program, aligning with organizational goals and client expectations
• Lead, mentor, and develop a high-performing team of concierge professionals
• Foster a collaborative environment that supports teamwork, performance excellence, and personal growth
• Ensure proper staffing, training, and resource allocation to meet service demands

Client and Stakeholder Management:

• Serve as the primary point of contact for the client Global Workplace lead regarding workplace initiatives
• Proactively develop and manage client relationships, ensuring service levels exceed expectations
• Collaborate with various stakeholders, including security, dining services, and landlords, to deliver seamless experiences
• Present reports and conduct presentations on service delivery and overall account management

Operations and Service Excellence:

• Implement and monitor service standards to consistently exceed expectations
• Collaborate with facilities management to ensure a well-maintained, efficient, and health-conscious workspace
• Document and act on feedback to continuously improve workplace experiences
• Adhere to and implement workplace Standard Operating Procedures (SOPs) and client-specific standards

Vendor and Contract Management:

• Oversee third-party vendor relationships and service partners to maximize service delivery
• Partner with soft services providers to establish and reinforce service excellence standards
• Monitor and manage supplier/service provider performance to ensure contractual obligations are met

Innovation and Continuous Improvement:

• Drive the transformation of the Workplace Team, introducing new technologies and digital platforms to enhance service delivery
• Cultivate a culture of innovation, encouraging creative solutions and continuous improvement
• Proactively anticipate needs and deliver creative solutions

Qualifications:

• Bachelor's degree in hospitality, facilities management, customer services, business, or related field (preferred)
• Minimum of 3-5 years of experience in hospitality, workplace experience services, customer service/success, and/or facility management, with at least 2 years in customer service/success roles
• Minimum of 2 years of people management experience
• Proven track record in delivering exceptional customer experiences and managing client relationships
• Excellent verbal and written communication skills (fluency in English required)
• Strong multi-tasking and prioritization abilities
• Proficiency in Microsoft Office suite and experience with workplace management technologies
• Adaptability to work in a fast-paced environment and versatility in meeting changing client needs
• Strong analytical, organizational, and administrative skills
• Experience with event planning and coordination
• Knowledge of local amenities and attractions

Work Schedule: Monday through Friday, 8:00 AM - 5:00 PM, with flexibility to accommodate occasional evening or weekend events

This role offers a unique opportunity to combine strategic program management with hands-on concierge duties, creating exceptional workplace experiences. The ideal candidate will be passionate about service excellence, innovative in their approach, and committed to fostering a culture of continuous improvement and delight in the workplace.

Location:

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

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For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Accepting applications on an ongoing basis until candidate identified.