Concierge Team Lead

JLL supports the Whole You, personally and professionally.
Lead, supervise, and support a team of concierge staffs to ensure consistent and high-quality service standards.
Manage daily operations to ensure smooth, welcoming, and professional experience for all guests, clients, and visitors.
Assign daily duties, lunch breaks, POC for after office hour meetings/ weekend events to support client’s special request.
Ensure adequate coverage across all concierge counters (Level 1,12,13).
Provide guidance and mentorship to team members when in doubt who need further support.
Conduct team briefings, one-on-one coaching sessions, and performance evaluations when necessary.
Handle escalated or complex guest requests and issues.
Oversee day-to-day concierge desk operations, ensuring smooth workflows and adherence to service protocols.
Coordinate with departments such as security, housekeeping, facilities, and planner team to fulfil guest and operational needs.
Ensure compliance with company policies, safety procedures, and client service standards.
Monitor and maintain the organization, cleanliness, and functionality of concierge areas and equipment.
Assist in the deployment and coordination of Butler Services and support teams as needed.
Ensure all guests, clients, and visitors are greeted warmly and assisted promptly and courteously.
Maintain a strong presence at the concierge desk to monitor service quality and guest satisfaction.
Coordinate VIP arrivals, special events, and high-profile guest experiences.
Oversee the booking and management of meeting rooms, ensuring proper setup, cleanliness, and AV support.
Ensure all inquiries, requests, and complaints are handled efficiently and followed through to resolution.
Support concierge operations when there is short of manpower.
Serve as backup for the Event Coordinator during planned leave or medical absence, ensuring seamless execution of ongoing events, continuity of planning activities, and coordination of room setups according to event requirements.
Prepare and manage weekly concierge rosters, ensuring full coverage during operating hours.
Review and approve leave requests, while maintaining adequate staffing levels.
Monitor and track team attendance, punctuality, and shift adherence.
Participate in the recruitment, onboarding, and training of new concierge team members.
Identify training needs and coordinate relevant learning and development activities.
Generate and submit regular reports on concierge activity, including meeting room bookings, guest feedback, and incident logs.
Document and escalate any service issues, feedback, or concerns to management in a timely manner.
Track key performance indicators (KPIs) and ensure service level agreements (SLAs) are met.
Maintain records of guest complaints, follow-ups, and resolutions for service improvement tracking.
Contribute to monthly MORs, event summaries, and call log analyses.
Aid in conflict resolution, escalating serious issues to management when necessary.
Ensure compliance with company policies, service protocols, and safety standards.
Assist with onboarding new hires (e.g., setup laptops, staff badge, uniform).
Competencies
Ability to work under pressure efficiently
Proactive and solution oriented, friendly with assertive and personable nature
Demonstrate initiative and able to work in a team based environment with plenty of movement
Experience in using Microsoft Excel and Word
Decorous and Diplomatic
Required Qualifications and Experience
Ability to work under pressure efficiently
Proactive and solution oriented, friendly with assertive and personable nature
Demonstrate initiative and able to work in a team based environment with plenty of movement
Experience in using Microsoft Excel and Word
Decorous and Diplomatic
Ability to work under pressure efficiently
Proactive and solution oriented, friendly with assertive and personable nature
Demonstrate initiative and able to work in a team based environment with plenty of movement
Experience in using Microsoft Excel and Word
Decorous and Diplomatic
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.
About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for