Concierge Team Leader

JLL supports the Whole You, personally and professionally.

Concierge Team Leader

**About the role**:
As a Concierge Team Leader, you play a key role in the Corporate Services team. You are the first point of contact for all incoming calls from clients, employees and the general public. Ensuring the experience provided is seamless, welcoming, professional, aligned to the highest standards required by JLL and our client is paramount.

The concierge team provides a critical function for the client. They are the first point of contact for our guests. These first impressions are key to setting the scene for a positive Client experience, delivering world-class and seamless customer service.

Customer Services/ Guest Management
Welcoming all visitors to Client
Notifying departmental EA’s and/or meeting host of their guest’s arrival
Coordinating with building lobby and other reception desk
Coordinating with Catering team as and when needed / arranging catering for local meetings / events
Receiving, fielding and re-directing internal and external calls
Provide best in class client service support and customer experience

Conference Room Management
Proactively managing bookings and resolving meeting room conflicts via EMS /Book-It system
Creating and running daily reports from EMS / Book-It
Liaising with other IT and Global Corporate Services (GCS) functions to ensure meetings run smoothly
Performing daily room checks of all conference rooms; reporting any issues by creating Corrigo/ SNOW tickets and monitoring until issues are resolved
Ensuring the reception area & meeting room is clean and tidy at all times
Reporting facilities issues (e.g., broken / worn furniture, blown light bulbs, dirty floors, carpets, walls etc.) immediately. Raising SNOW/ Corrigo tickets, and following up until these items are resolved
Ensuring newspapers, magazines and publications are current and neatly displayed
Ensuring wardrobes are empty of debris, and free and clear to accept guests’ coats and luggage

Resources Management
Manage the receptionist and ensure smooth daily operation at the concierge counter
Arrange reliever when receptionist is on holiday or urgent leave

Event Management
Assist Regional catering team with local events
Arrange technical support to fulfil event host’s venue requirement
Arrange pantry attendant for set up cutlery

Office Administration Tasks
Expenses and Invoice Management
Mail / print services (including stationary inventory management)
Subscription services
Courier management
Physical Records Management
Confidential Waste Management
Facilities Management requests and FM ticket creation and tracking ensuring tickets are actioned and closed
Pantry services management
Security requests and monthly access report management
BMO & Cleaning requests including pest control
Proactively ensure smooth team operations and effective collaboration which includes enhancement of timeline to achieve KPIs
Collaborate with internal/external stakeholders to day-to-day activities.
Support Facilities Manager as the first contact of escalation from Concierge Service when clients’ feedback arises.

High level of attention to detail particularly in high volume and pressure environment
Strong customer service and interpersonal skills
Good verbal and written communication skills in English
Excellent personal presentation
Ability to relate positively on an individual basis with a wide range of stakeholders, include but not limited to senior executives and professional staff
Collaborative team player and ability to work independently under matrix supervision
Desired experience in financial/investment bank services or 4 to 5-star hotel or corporate reception/customer service role
Background check with no criminal history
MS Office proficiency
Able to work under pressure

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 our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globall