Lead Concierge JLL

What this job involves:

As Lead Concierge at our prestigious San Diego client site, you'll 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. You'll set the standard for world-class concierge services, ensuring every interaction reflects JLL's 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 you're 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 world's 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. You'll conduct training sessions, deliver constructive feedback, and hold team members accountable to JLL's 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. You'll 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. You'll 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. You'll 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. You'll 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