The Concierge Manager will manage the day-to-day operations of the Concierge team. Additionally, the individual is responsible for implementing communication standards and fostering strong relationships with property management, retailers, and other departments. The position works cooperatively with the Assistant Concierge Manager and on-site property management team in promoting service, property initiatives, local and tourism outreach, and Concierge functions.
EDUCATION/EXPERIENCE Associate degree or equivalent work experience 3-5 years experience in progressively responsible roles in hospitality, high-end retail, marketing or related field
SKILLS and APTITUDES At least three years experience in hospitality, marketing, or luxury retail in a supervisory capacity Excellent communication skills including verbal and written Excellent problem-solving and leadership skills Knowledgeable in Microsoft Office, Google Docs, iOS software, digital technology Ability to complete multiple tasks while maintaining a pleasant and professional demeanor Ability to listen and react quickly to guests' and retailers' requests in a genuine manner Ability to prioritize tasks under pressure Ability to work with varied personalities and temperaments Self-motivated and action-oriented team player Team player Takes pride and ownership in the position and property Strong knowledge of the entertainment, dining, and cultural venues, and commitment to keeping that knowledge up-to-date Able to implement company policies and procedures to ensure effective leadership Experience managing a team of concierges in a large retail setting
MAJOR RESPONSIBILITIES Sets an exemplary helpful, friendly service standard at all times Supports all property programs Oversee operations for the luggage storage programs and other services implemented by the property management team. Maintains tour group calendar and coordinates with the onsite team to prepare for their arrival. Supervises and manages the part-time team and full-time members, ensuring that policies and procedures are implemented properly and followed Motivates Concierge Team to exceed guest and client expectations Holds Concierge team accountable when not following policies, procedures, and standards Trains and coaches Concierge team on policies, procedures, programs, and standards of excellence Arranges the schedule for the Guest Services team and ensures that time cards are accurate for payroll Ensures the Guest Services Desk appears professional and fully stocked with information including local maps, brochures, and event literature Builds and maintains relationships through networking with area concierge, front desk staff, and other personnel within the tourism industry including the Convention & Visitors Bureau, state Office of Tourism, resorts, hotels, residences, office buildings, and attractions Works directly with the Regional Manager and on-site Management Team to plan and execute property Concierge and tourism initiatives in partnership with local commerce and tourism organizations Meets or exceeds given goals for specific job functions Demonstrates a strong knowledge of the local community and takes a proactive approach to understand trends, citywide events, and hot spots Flexible schedule, especially during high-volume seasons JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.