Concierge Manager

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.

The Concierge Manager is responsible for leading and overseeing the day-to-day operations of the Concierge Team within a high-profile retail environment. This individual will ensure exceptional guest service, implement and uphold communication standards, and cultivate strong relationships with property management, retailers, and key stakeholders. The Concierge Manager plays a vital role in promoting service excellence, executing property and company initiatives, and supporting local outreach efforts.

Key Responsibilities:

Leadership & Team Management

• Supervise and manage full-time and part-time concierge team members.
• Train, coach, and motivate the team to deliver best-in-class service.
• Ensure adherence to company policies, procedures, and performance standards.
• Hold team members accountable for consistent service delivery.
• Manage scheduling and review timecards for payroll accuracy.
• Oversee the appearance, organization, and preparedness of the East Lobby Podium.

Marketing & Guest Experience

• Build and maintain relationships with local community and hospitality partners, including hotels, visitor bureaus, office buildings, and attractions.
• Work with the Events and Marketing Manager and Property Management Team to execute initiatives and community engagement programs.
• In-depth knowledge of the site, present day, and history.
• Stay informed about local events, attractions, and trends to provide guests with personalized recommendations.
• Meet with on-site tenants to understand on-site promotions and events.
• Stay informed about on-site events including public realm events, art events, retailer events and corporate events.
• Support the execution of on-site events and programs aligned with the property's strategic marketing goals.
• Participate in cross communication - keep all stakeholders informed of happenings on site, guest reactions and recommendations for the site.

General Operations

• Set a standard of excellence in guest service through a welcoming, helpful, and professional demeanor.
• Brand advocate for Commonwealth Pier
• Represent the Concierge program in cross-departmental collaborations.
• Meet or exceed established goals and KPIs.
• Ensure operational flexibility, especially during peak seasons, weekends, and holidays.
• Support property-wide initiatives and programming with enthusiasm and professionalism.
• Participate in event set-up and breakdown as needed.

Qualifications & Requirements:

• Bachelor's Degree or equivalent combination of education and experience
• 3-5 years of progressive experience in hospitality, guest services, retail management, or a related field
• Previous supervisory experience in a customer-facing or high-volume service setting preferred
• Strong leadership and team management skills
• Excellent verbal and written communication skills
• Proven ability to resolve issues efficiently and diplomatically
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Workspace
• Proficient with iOS systems and digital platforms is a plus
• Outstanding organizational, time-management, and multitasking abilities
• Physical ability to walk the property, lift light materials, and assist with event set-up/teardown
• Flexibility to work varied shifts, including evenings, weekends, and holidays
• Knowledge of the local market, attractions, dining, cultural institutions, and transportation options

The ideal candidate is a dynamic and service-oriented leader who thrives in a fast-paced, high-volume environment. You bring a results-driven mindset, a commitment to hospitality excellence, and a genuine passion for guest satisfaction. You lead by example, foster a supportive and collaborative team culture, and are energized by contributing to a diverse and innovative workplace.

Estimated total compensation for this position:

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

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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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.

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Accepting applications on an ongoing basis until candidate identified.