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Concierge Coordinator

What this job involves:

As a Concierge Coordinator at JLL, you'll be the heartbeat of workplace hospitality, creating exceptional experiences that make employees and guests feel valued, connected, and inspired every day. This client-facing role places you at the center of our workplace experience ecosystem, where you'll orchestrate seamless service delivery across reception, guest services, community management, facilities, wellbeing, food services, meeting and event planning, and mail operations.

You'll serve as the trusted ambassador for our client Atlassian, working directly with employees at all levels-from the C-Suite to new hires-to build a sense of community, connection, and belonging. At JLL, we believe that great workplaces are built on human connection and intuitive service. This position offers the perfect opportunity to combine your passion for hospitality with your exceptional people skills to deliver unique, magical, and memorable experiences that align with JLL and Atlassian's values and highly engaging culture.

Your role goes beyond traditional concierge services. You'll be a strategic partner who proactively anticipates needs, transforms challenges into opportunities, and continuously innovates to elevate the employee experience. If you thrive in dynamic environments where no two days are alike and you're energized by making people's day better, this is your opportunity to shine.

Key Responsibilities

Strategic Experience Management

• Partner closely with Facilities, Workplace Experience Global Concierge peers, and Atlassian leadership to understand goals, objectives, and focus areas for workplace and employee experience initiatives
• Collaborate with the global Concierge and Guest Services team to ensure seamless digital and physical service experiences across all touchpoints
• Develop and implement playbooks and programs that improve efficiency, effectiveness, performance, quality, and safety of the experience program
• Manage performance metrics aligned with Atlassian's goals, proposing changes and adjustments to enhance service delivery
• Track and measure the impact of experience programs on employee satisfaction, productivity gains, and cost optimization

Client Service Excellence & Relationship Building

• Serve as the primary point of contact for all Atlassian inquiries, issues, troubleshooting, compliments, and feedback related to workplace services, with the goal of positively impacting employee and guest care and comfort
• Orchestrate arrival experiences for traveling Atlassians, including office tours, luggage storage, and transportation arrangements
• Build and maintain meaningful, lasting relationships with Atlassians and their guests through intuitive service delivery that anticipates needs and exceeds expectations
• Maintain visibility and engagement throughout the workplace by spending a minimum of two hours daily welcoming employees at reception and employee entrances and conducting floor walks to ensure all workspaces are stocked and maintained
• Respond to all requests or issues within one business day, including personal follow-up to ensure complete satisfaction

Event Coordination & On-Site Support

• Manage all Experience Concierge on-site team gathering requests, including date verification, availability checks, elements of support coordination, and booking confirmations with hosts
• Coordinate meeting and event planning logistics to deliver flawless execution that reflects JLL's professional brand image
• Maintain and quarterly update a comprehensive catalog of surrounding area resources, including hotels, attractions, activities, pricing, and contact details

Operations & Vendor Management

• Execute service delivery in accordance with SLAs, standard processes, professional brand standards, and compliance with applicable local laws, rules, and regulations
• Conduct routine walkthroughs and assessments of spaces, amenities, and soft service delivery to ensure compliance with service level agreements, policies, regulations, and performance metrics
• Monitor and manage third-party vendor performance related to soft services delivery, ensuring alignment with quality standards
• Manage work requests received from the Workplace Experience team and Atlassian Business Units via Jira Service Management, tracking through to completion

Risk Management & Continuous Improvement

• Proactively identify and escalate risks and issues at the account level, including audit findings, client complaints, material vendor service issues, information security concerns, and any impact to account KPIs
• Identify potential risks and escalate appropriately to prevent privacy breaches, security incidents, or disruptions to Atlassian's operations
• Support data collection, analysis, and reporting to ensure alignment with Atlassian's goals and objectives
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and developing best practices at the IFM platform level, including new tools, process re-engineering, and service delivery efficiencies
• Achieve and exceed performance goals, budget goals, and team goals while continuously striving to improve service performance

Qualifications

Required:

• Passion for service with the ability to inspire others and build community
• Highly collaborative approach with the ability to adapt quickly to changing conditions and priorities
• Professional presence with the ability to influence others and present effectively to diverse audiences, including C-Suite executives
• Strong analytical and financial aptitude with the ability to gather data, assess situations, develop solutions quickly, and distill complex information for decision-making
• Excellent verbal and written communication skills with the ability to communicate clearly, concisely, and professionally
• Proven track record of delivering results in fast-paced environments with initiative, integrity, and sound judgment
• Proficiency in G-Suite applications

Preferred:

• Bachelor's degree
• 1 years of experience in experience services, hospitality, events, facility management, property management, commercial real estate, or hospitality industry
• Experience leading or coordinating remote teams
• Proficiency in Jira, Canva, Confluence, and Coupa
• Background in customer service metrics and performance management
• Experience working in tech-forward or innovative corporate environments
• Demonstrated success in vendor management and contract oversight
• Knowledge of workplace experience trends and hospitality best practices
  

Compensation Statement:The salary range for this position is $64,000.00 - $75,000.00 annually. Actual salary will be based on factors including but not limited to experience, skills, education, and location. This position may also be eligible for additional benefits and incentives as part of JLL's total compensation package.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

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

• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you'repursuing.

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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 email us at HRSCLeaves@jll.com. 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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Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Accepting applications on an ongoing basis until candidate identified.