Concierge Manager

Concierge ManagerJLL 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 ManagementSupervise 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 ExperienceBuild 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 OperationsSet a standard of excellence in guest service through a welcoming, helpful, and professional demeanor.Brand advocate for Commonwealth PierRepresent 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 experience35 years of progressive experience in hospitality, guest services, retail management, or a related fieldPrevious supervisory experience in a customer-facing or high-volume service setting preferredStrong leadership and team management skillsExcellent verbal and written communication skillsProven ability to resolve issues efficiently and diplomaticallyProficient in Microsoft Office Suite (Excel, Word, PowerPoint) and Google WorkspaceProficient with iOS systems and digital platforms is a plusOutstanding organizational, time-management, and multitasking abilitiesPhysical ability to walk the property, lift light materials, and assist with event set-up/teardownFlexibility to work varied shifts, including evenings, weekends, and holidaysKnowledge of the local market, attractions, dining, cultural institutions, and transportation optionsThe 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 compensation for this position: $65,000.00 $70,000.00 USD per year. 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: On-site Boston, MAIf 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 tablePersonalized 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 contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salaryPaid Time Off and Company HolidaysEarly access to earned wages through Daily Pay