Concierge Coordinator

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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.

Launch your career in Facilities Management at JLL! We have an incredible opportunity for a Concierge Coordinator to join our Workplace Experience team on one of our client accounts. In this role, working with the Concierge Manager and being responsible for all aspects of experience focused services including soft services, amenity programming, customer experience, and day-to-day service delivery in support of the clients corporate office in Austin, TX.

Service delivery includes, but is not limited to, reception, concierge services, amenities, wellbeing, food services, meeting & event planning, mail, print and other high touch services. The role is client facing and must be able to exhibit outstanding client service and communication skills from the C-Suite down. This client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment. The ideal candidate is a great communicator, whose intrinsic purpose is to build a sense of community, connection, and a tireless focus on delivering unique, magical, and memorable experiences that aligns with JLL & clients values and highly engaging culture.

• This is an onsite role, and will be required to be in the client Austin office.

• Support the Concierge Manager as needed to meet the need of clients and partners

• Provide assistance and direction according to the customer requests appropriately handling queries from employees, visitors, and guests

• Seeks out information, builds knowledge of standard processes and procedures and exercises professional judgment. You will be supplying end to end customer experience while fulfilling your core operational responsibilities.

• Supports processes and manage Jira tickets associated with Workplace Experience Employee offerings (including, but not limited to, Intentional Togetherness Gatherings, Office Event Support, 'For You' Services, Meaningful Moment Services, Kudos program)

• Work cooperatively and jointly with internal (departments) and external (vendors) to ensure quality customer service

• Work closely with Facilities, global Concierge peer(s) and client to understand the goals, objectives and focus areas for Workplace Experience.

• Ensure service excellence in day-to-day operations

• Understand and adhere to all JLL and Client policies and values.

• Understand and adhere to all operational systems and processes, offering suggestions for improvement or innovation where needed.

• Responsible for accommodating all Front of House areas ensuring they are presentable at all times

• Provide a warm and friendly welcome to all customers and visitors to the building, actively engaging with each individual

• Provide assistance and direction according to the customer request, helping navigate through local amenities and services

• Professional personal presentation at all times, elevating and upholding grooming standards across the team.

• Assist with workplace related tickets (requests)

• Manage voicemail messages

• Manage shipping and receiving

• Manage security/access cards

• Support financial reporting and procurement processes

• Effectively utilize the visitor management system to ensure a smooth check-in and check-out process

• Effectively communicate operational risks and adhere to established escalation processes.

• Assist Workplace Experience Team with special projects as assigned efficiently

• Provide general administrative and clerical support: create and maintain playbooks, trackers, progress pages, etc

• Attends regular team training and complete professional development courses

• Understand internal tools to support daily operations

• Understand and complete all required duties in the requested time frame

• Provide guidance during daily operations and emergencies, acting as floor warden where required

Ensuring Exceptional Customer Service

• Represent the Concierge team as the initial point of contact for all client inquiries, issues, and feedback related to the services within the workplace.

• Anticipating and responding to the needs and concerns of the client, transforming problems into opportunities.

• Taking ownership of every employees onsite experience and seeking for opportunities to go above and beyond.

• Attends weekly Operations Meeting with Facilities, IT, and other departments for upcoming events.

• Collaborate with Workplace Events Team to curate (and maintain) a repository of Remote activities; social, team building and foundation activities including arrangement of activities when required.

• Driver of arrival experience for traveling clients including but not limited to; tours of the corporate Office, luggage storage and arrangement of transportation when required.

• Intuitive service delivery, anticipating needs or concerns and exceeding clients expectations.

• Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained.

• Receives and responds to all requests or issues within one day of receipt, including a personal follow up to client employees to ensure questions / requests are answered.

• Perform additional job duties, as requested.

Client Focus & Relationship Management

• Demonstrates proactive & professional approach to customer service and stakeholder engagement

• Ability to interact with a wide range of client staff, including senior levels

• Has a customer service oriented attitude

• Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to the client's operations occur.

• Monitor and manage 3rd party vendor performance related to service delivery.

• Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's)

• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.

Results Focus

• Demonstrated client commitment

• Attention to detail and effective support to others to ensure consistency.

• Effective time management, organizational and planning skills

• Applies a risk management mindset to all aspects of operation.

• Able to adapt to change and demonstrate resilience

• Achieves and exceeds goals including performance and customer service goals

• Ensures & executes in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.

• Self-motivated; confident & energetic

• Customer/Client Experience Focus

• Problem-solving skills and capacity to deal with ambiguity

• Ability to effectively deal with high paced environment and situations

• Flexible - able to adapt to rapidly changing situations

• Goal-oriented - able to focus on meeting all performance targets

• Strong communicator - good presentation skills and possesses strong verbal & written communication skills (English); also an active listener

• Exhibits honesty & trustworthiness

• High school degree or GED equivalent, Bachelor's degree preferred.

• 1+ years prior experience in workplace experience services, hospitality, events, facility or property management and/or knowledge of commercial real estate or hospitality industry, preferred.

• Excellent verbal and written communication skills with the ability to communicate in a clear, concise professional manner.

• Delivers results in a fast-paced environment with a record of accomplishment of initiative, integrity, and good judgment.

• Proficient skills in G-Suite

• Confluence, Jira, Coupa skills are a plus

Please submit your application with an updated resume, location, and contact information.
If you're a current JLL employee, please apply using the Internal Career Site.

Have a Referral for this role? Log into Refer2JLL to submit them for the opportunity

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 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.