What are the responsibilities and job description for the Regional Lead Concierge, Workplace Experience position at US AMR-Jones Lang LaSalle Americas, Inc.?
Key Responsibilities:
Concierge Services and Guest Experience:
- Be a steward of providing Provide a warm, professional welcome to all employees and visitors; set standards that all concierge will follow
- Build meaningful, lasting relationships with client employees and guests for intuitive service delivery, anticipating needs and exceeding expectations
- Drive the Managemanagement of reception duties, including phone calls, scheduling, and meeting coordination
- Respond promptly and effectively to employee and visitor requests, delivering high-quality service
- Offer first-level support for AV and technology needs, both on-site and virtually; complete work orders for issues that may require additional levels of support
- Develop expertise in local amenities, attractions, and events to assist with inquiries
- Coordinate workplace events and wellness initiatives
- Conduct routine walkthroughs and assessments of the workspace and soft services delivery
- Update FAQ documents to ensure the latest information is captured for visitors to reference
- Establish protocols for welcoming visitors on sites
- Partner with the Executive Assistants on site to share relevant communications about customer visits and visitor protocols
- Develop and distribute communications to the employees on site; provide oversights and reviews on weekly communications issued by everyone on the concierge team
Regional Program Leadership and Team Management:
- Develop and implement the vision for the Experience Services program, aligning with organizational goals and client expectations
- Lead, mentor, and develop a high-performing team of concierge professionals
- Foster a collaborative environment that supports teamwork, performance excellence, and personal growth
- Ensure proper staffing, training, and resource allocation to meet service demands
Client and Stakeholder Management:
- Serve as the primary point of contact for the client Global Workplace lead regarding workplace initiatives
- Proactively develop and manage client relationships, ensuring service levels exceed expectations
- Collaborate with various stakeholders, including security, dining services, and landlords, to deliver seamless experiences
- Present reports and conduct presentations on service delivery and overall account management
Operations and Service Excellence:
- Implement and monitor service standards to consistently exceed expectations
- Collaborate with facilities management to ensure a well-maintained, efficient, and health-conscious workspace
- Document and act on feedback to continuously improve workplace experiences
- Adhere to and implement workplace Standard Operating Procedures (SOPs) and client-specific standards
Vendor and Contract Management:
- Oversee third-party vendor relationships and service partners to maximize service delivery
- Partner with soft services providers to establish and reinforce service excellence standards
- Monitor and manage supplier/service provider performance to ensure contractual obligations are met
Innovation and Continuous Improvement:
- Drive the transformation of the Workplace Team, introducing new technologies and digital platforms to enhance service delivery
- Cultivate a culture of innovation, encouraging creative solutions and continuous improvement
- Proactively anticipate needs and deliver creative solutions
Qualifications:
- Bachelor's degree in hospitality, facilities management, customer services, business, or related field (preferred)
- Minimum of 3-5 years of experience in hospitality, workplace experience services, customer service/success, and/or facility management, with at least 2 years in customer service/success roles
- Minimum of 2 years of people management experience
- Proven track record in delivering exceptional customer experiences and managing client relationships
- Excellent verbal and written communication skills (fluency in English required)
- Strong multi-tasking and prioritization abilities
- Proficiency in Microsoft Office suite and experience with workplace management technologies
- Adaptability to work in a fast-paced environment and versatility in meeting changing client needs
- Strong analytical, organizational, and administrative skills
- Experience with event planning and coordination
- Knowledge of local amenities and attractions
Work Schedule: Monday through Friday, 8:00 AM - 5:00 PM, with flexibility to accommodate occasional evening or weekend events
This role offers a unique opportunity to combine strategic program management with hands-on concierge duties, creating exceptional workplace experiences. The ideal candidate will be passionate about service excellence, innovative in their approach, and committed to fostering a culture of continuous improvement and delight in the workplace.
