Concierge Team Leader

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.

Sound like you? To apply you will have:

• 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
• MS Office proficiency
• Able to work under pressure