Concierge Manager

Location: Boston

This job is with JLL, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

JLL 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.
Estimated total compensation for this position:
$31.25 - $33.65 per hour
The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .
Expected

Schedule:

Monday - Friday 8 am - 5 pm

Key Responsibilities:

Leadership & Team Management
Supervise 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 Experience
Build 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 Operations
Set a standard of excellence in guest service through a welcoming, helpful, and professional demeanor.
Brand advocate for Commonwealth Pier
Represent 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 experience
3-5 years of progressive experience in hospitality, guest services, retail management, or a related field
Previous supervisory experience in a customer-facing or high-volume service setting preferred
Strong leadership and team management skills
Excellent verbal and written communication skills
Proven ability to resolve issues efficiently and diplomatically
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Workspace
Proficient with iOS systems and digital platforms is a plus
Outstanding organizational, time-management, and multitasking abilities
Physical ability to walk…