Concierge Coordinator

JLL•San Francisco, CA

17h•$64,000 - $75,000•Onsite

About The Position

As a Concierge Coordinator at JLL, you'll be the heartbeat of workplace hospitality, creating exceptional experiences that make employees and guests feel valued, connected, and inspired every day. This client-facing role places you at the center of our workplace experience ecosystem, where you'll orchestrate seamless service delivery across reception, guest services, community management, facilities, wellbeing, food services, meeting and event planning, and mail operations. You'll serve as the trusted ambassador for our client Atlassian, working directly with employees at all levels—from the C-Suite to new hires—to build a sense of community, connection, and belonging. At JLL, we believe that great workplaces are built on human connection and intuitive service. This position offers the perfect opportunity to combine your passion for hospitality with your exceptional people skills to deliver unique, magical, and memorable experiences that align with JLL and Atlassian's values and highly engaging culture. Your role goes beyond traditional concierge services. You'll be a strategic partner who proactively anticipates needs, transforms challenges into opportunities, and continuously innovates to elevate the employee experience. If you thrive in dynamic environments where no two days are alike and you're energized by making people's day better, this is your opportunity to shine.

Requirements

Bachelor's degree
2-4 years of experience in experience services, hospitality, events, facility management, property management, commercial real estate, or hospitality industry
Passion for service with the ability to inspire others and build community
Highly collaborative approach with the ability to adapt quickly to changing conditions and priorities
Professional presence with the ability to influence others and present effectively to diverse audiences, including C-Suite executives
Strong analytical and financial aptitude with the ability to gather data, assess situations, develop solutions quickly, and distill complex information for decision-making
Excellent verbal and written communication skills with the ability to communicate clearly, concisely, and professionally
Proven track record of delivering results in fast-paced environments with initiative, integrity, and sound judgment
Proficiency in G-Suite applications

Nice To Haves

Experience leading or coordinating remote teams
Proficiency in Jira, Canva, Confluence, and Coupa
Background in customer service metrics and performance management
Experience working in tech-forward or innovative corporate environments
Demonstrated success in vendor management and contract oversight
Knowledge of workplace experience trends and hospitality best practices

Responsibilities

Partner closely with Facilities, Workplace Experience Global Concierge peers, and Atlassian leadership to understand goals, objectives, and focus areas for workplace and employee experience initiatives
Collaborate with the global Concierge and Guest Services team to ensure seamless digital and physical service experiences across all touchpoints
Develop and implement playbooks and programs that improve efficiency, effectiveness, performance, quality, and safety of the experience program
Manage performance metrics aligned with Atlassian's goals, proposing changes and adjustments to enhance service delivery
Track and measure the impact of experience programs on employee satisfaction, productivity gains, and cost optimization
Serve as the primary point of contact for all Atlassian inquiries, issues, troubleshooting, compliments, and feedback related to workplace services, with the goal of positively impacting employee and guest care and comfort
Orchestrate arrival experiences for traveling Atlassians, including office tours, luggage storage, and transportation arrangements
Build and maintain meaningful, lasting relationships with Atlassians and their guests through intuitive service delivery that anticipates needs and exceeds expectations
Maintain visibility and engagement throughout the workplace by spending a minimum of two hours daily welcoming employees at reception and employee entrances and conducting floor walks to ensure all workspaces are stocked and maintained
Respond to all requests or issues within one business day, including personal follow-up to ensure complete satisfaction
Manage all Experience Concierge on-site team gathering requests, including date verification, availability checks, elements of support coordination, and booking confirmations with hosts
Coordinate meeting and event planning logistics to deliver flawless execution that reflects JLL's professional brand image
Maintain and quarterly update a comprehensive catalog of surrounding area resources, including hotels, attractions, activities, pricing, and contact details
Execute service delivery in accordance with SLAs, standard processes, professional brand standards, and compliance with applicable local laws, rules, and regulations
Conduct routine walkthroughs and assessments of spaces, amenities, and soft service delivery to ensure compliance with service level agreements, policies, regulations, and performance metrics
Monitor and manage third-party vendor performance related to soft services delivery, ensuring alignment with quality standards
Manage work requests received from the Workplace Experience team and Atlassian Business Units via Jira Service Management, tracking through to completion
Proactively identify and escalate risks and issues at the account level, including audit findings, client complaints, material vendor service issues, information security concerns, and any impact to account KPIs
Identify potential risks and escalate appropriately to prevent privacy breaches, security incidents, or disruptions to Atlassian's operations
Support data collection, analysis, and reporting to ensure alignment with Atlassian's goals and objectives
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and developing best practices at the IFM platform level, including new tools, process re-engineering, and service delivery efficiencies
Achieve and exceed performance goals, budget goals, and team goals while continuously striving to improve service performance