Lead Concierge JLL

What this job involves:

As Lead Concierge at our prestigious San Diego client site youll be the cornerstone of exceptional guest experiences while leading a dedicated team of hospitality professionals. This role combines frontline service excellence with strategic team leadership putting you at the heart of our Integrated Facility Management operations. Youll set the standard for world-class concierge services ensuring every interaction reflects JLLs commitment to creating exceptional workplace experiences. Your leadership will directly impact client satisfaction team performance and the professional atmosphere that defines our managed properties. If youre passionate about hospitality excellence and ready to inspire a team while delivering outstanding service this is your opportunity to make a meaningful impact at one of the worlds leading real estate services firms.

What your day to day will look like:

• Leading and developing your Concierge team through hands-on coaching performance management and daily oversight across multiple locations. Youll conduct training sessions deliver constructive feedback and hold team members accountable to JLLs high service standards while fostering their professional growth.
• Managing operational excellence by creating weekly staff schedules ensuring accurate timecard submissions for payroll reassigning work order tickets and providing coverage during absences. Youll maintain the Concierge Desk as an immaculate well-stocked information hub with current maps brochures and event materials.
• Serving as the primary informational resource for building occupants and guests handling diverse inquiries with professionalism and poise while maintaining security protocols. Youll set the exemplary service standard that motivates your team to exceed expectations consistently.
• Building strategic relationships through active networking with area concierges the National Concierge Lead and internal partners across IFM and CES service lines. These connections enhance service delivery and create seamless experiences for clients and guests.
• Driving performance results by monitoring team metrics recommending annual customer service training programs conducting performance reviews and ensuring your team meets or exceeds established goals across all service functions.
• Adapting to dynamic operational needs with schedule flexibility during high-volume periods and special events including overtime when necessary. Youll balance multiple priorities simultaneously while maintaining composure and professionalism.
• Maintaining professional standards through adherence to dress code and appearance policies ensuring your team reflects the polished professional image JLL clients expect from their concierge services.

Required Qualifications:

• Minimum three years of supervisory experience in hospitality marketing luxury retail or related customer-facing environments. You must demonstrate proven success leading teams and managing service operations.
• Excellent verbal and written communication skills with the ability to interact professionally with diverse audiences from building occupants to senior executives. Clear effective communication is essential for this role.
• Strong problem-solving abilities and leadership skills including conflict resolution decision-making under pressure and the capacity to motivate teams while holding them accountable to performance standards.
• Proficiency in Microsoft Office applications Microsoft Teams and comfort with AI and digital technology platforms. Youll use these tools daily for scheduling communication and operational management.
• High School diploma or equivalent required. This foundational education supports the professional communication and organizational skills essential to the role.

Preferred Qualifications:

• Associate degree or relevant college coursework in hospitality management business administration communications or related fields that enhance your leadership and service delivery capabilities.
• Four to five years of progressively responsible experience in hospitality sales marketing or customer service roles demonstrating career growth and increasing responsibilities over time.
• Exceptional organizational skills with demonstrated ability to manage multiple concurrent priorities maintain detailed records and ensure nothing falls through the cracks in a fast-paced environment.
• Self-motivated action-oriented team player who takes pride and ownership in their position and property. You naturally seek solutions anticipate needs and drive results without constant supervision.
• Experience working with varied personalities and temperaments while maintaining composure and professionalism. You adapt your approach to different individuals while maintaining consistent service excellence.
• Track record of building and maintaining professional networks that enhance service delivery. Strong relationship-building skills benefit both internal collaboration and external partnerships.
• Previous experience managing schedules timecards and operational logistics in a multi-location or complex facility environment ensuring seamless coverage and accountability.