Concierge Coordinator

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.

This position will support reception, concierge, guest services, community management, facilities, wellbeing, foodservices, meeting & event planning, mail, print and other high touch services. The role is Client facing and must be able to exhibit exceptional client service and communication skills from the C-Suite down. This Client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment.

The ideal candidate is a great communicator, whose intrinsic purpose is to build a sense of community, connection, and belonging through the Experience Concierge program; someone who has a tireless focus on delivering unique, magical, and memorable experiences and that align with JLL & Atlassian values and its highly engaging culture.

Key Responsibilities

* Work closely with Facilities, Workplace Experience Global Concierge peer(s) and Atlassian to understand the goals, objectives and focus areas for Workplace / Employee Experience.

* Collaborate with the global Concierge and Guest Services team to ensure a seamless digital experience across our virtual service offerings

* Ensure service excellence in day-to-day operations including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality and safety of the experience program.

* Manage performance metrics, aligned with Atlassian's goals, to enhance experience and propose changes or adjust service delivery.

* Track and measure impact of experience program on employee satisfaction, productivity gains, cost avoidance, etc.

* Monitor and manage vendor and partner service delivery and performance.

* Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices including new tools, process re-engineering and other ideas that provide service delivery efficiencies.

* Manage work requests including receiving requests from the Workplace Experience team and Atlassian Business Units via Jira Service Management and track to completion.Developing and Maintaining Goals

* Initial point of contact for all Atlassian inquiries, issues, troubleshooting, complements and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Atlassian employees and guests.

* Initial Main point of contact for all Experience Concierge on-site Team Gathering requests to include but not limited to:

Verify Dates, Availability, Elements of Support and Booking Confirmation with Host

* Ensures & executes in a manner consistent with the SLA's, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.

* Conducts routine walkthroughs and assessments of spaces and amenities of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for Atlassian.

* Supports data collection, analysis and reporting to ensure alignment with the Atlassian's' goals and objectives.

* Strives to improve service performance.

* Achieves and exceeds goals including performance goals, budget goals, team goals. Ensuring Exceptional Customer Service

* Anticipation and response to needs and concerns of client and transform problems into opportunities.

* Driver of arrival experience for traveling Atlassians including but not limited to; tours of the Atlassian Office, luggage storage and arrangement of transportation when required.

* Maintain catalog of surrounding area and review quarterly with Site Manager.

Hotels, attractions, and activities surrounding the Atlassian office including any necessary pricing, contact details, etc.

* Intuitive service delivery, anticipating needs or concerns and exceeding Atlassian expectations.

* Builds meaningful lasting relationships with Atlassians and their guests.

* Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained.

* Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Atlassian employees to ensure questions / requests are answered.

* Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to the Atlassian's operations occur.

* Monitor and manage 3rd party vendor performance related to soft services delivery.

* Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI's)

* Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.

* Perform additional job duties, as requested. Qualifications

* Bachelor's degree

* 2-4 years prior experience in experience services, hospitality, events, facility or property

management and/or knowledge of commercial real estate or hospitality industry, preferred.

* Passion for service, inspires others, proven leadership skills and success leading remote teams.

* Highly collaborative approach to business with the ability to adapt to changing conditions and priorities.

* Professional presence, ability to influence others and present to diverse clients and presentation styles.

* Strong analytical/financial aptitude. Ability to gather data, assess situations, quickly develop solutions, and extract complex information to the essential for client decision-making.

* Excellent verbal and written communication skills with the ability to communicate in a clear, concise professional manner.

* Delivers results in a fast-paced environment with a record of accomplishment of initiative, integrity, and good judgement

* Proficient skills in G-Suite

* Jira, Canva, Confluence, Coupa skills are a plus

Estimated total compensation for this position:

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 .

Location:

If 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 table!

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. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

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Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Accepting applications on an ongoing basis until candidate identified.