Concierge Manager

JLL•Rosemont, IL

2d•$23 - $24•Onsite

About The Position

The Concierge Manager is responsible for leading and overseeing the day-to-day operations of the Concierge Team within a high-profile retail environment. This individual will ensure exceptional guest service, implement and uphold communication standards, and cultivate strong relationships with property management, retailers, and key stakeholders. The Concierge Manager plays a vital role in promoting service excellence, executing property and company initiatives, and supporting local outreach efforts.

Requirements

Bachelor’s Degree or equivalent combination of education and experience
3–5 years of progressive experience in hospitality, guest services, retail management, or a related field
Previous supervisory experience in a customer-facing or high-volume service setting preferred
Strong leadership and team management skills
Excellent verbal and written communication skills
Proven ability to resolve issues efficiently and diplomatically
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Workspace
Proficient with iOS systems and digital platforms is a plus
Outstanding organizational, time-management, and multitasking abilities
Physical ability to walk the property, lift light materials, and assist with event set-up/teardown
Ability to stand for extended periods of time, unless physician-recommended accommodation has been granted
Flexibility to work varied shifts, including evenings, weekends, and holidays
Knowledge of the local market, attractions, dining, cultural institutions, and transportation options
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

The ideal candidate is a dynamic and service-oriented leader who thrives in a fast-paced, high-volume environment.
You bring a results-driven mindset, a commitment to hospitality excellence, and a genuine passion for guest satisfaction.
You lead by example, foster a supportive and collaborative team culture, and are energized by contributing to a diverse and innovative workplace.

Responsibilities

Supervise and manage full-time and part-time concierge team members.
Train, coach, and motivate the team to deliver best-in-class service.
Ensure adherence to company policies, procedures, and performance standards.
Hold team members accountable for consistent service delivery.
Manage scheduling and review timecards for payroll accuracy.
Oversee the appearance, organization, and preparedness of the East Lobby Podium.
Build and maintain relationships with local community and hospitality partners, including hotels, visitor bureaus, office buildings, and attractions.
Work with the Events and Marketing Manager and Property Management Team to execute initiatives and community engagement programs.
Stay informed about local events, attractions, and trends to provide guests with personalized recommendations.
Meet with on-site tenants to understand on-site promotions and events.
Stay informed about on-site events including public realm events, art events, retailer events and corporate events.
Support the execution of on-site events and programs aligned with the property’s strategic marketing goals.
Participate in cross communication - keep all stakeholders informed of happenings on site, guest reactions and recommendations for the site.
Set a standard of excellence in guest service through a welcoming, helpful, and professional demeanor.
Brand advocate for Commonwealth Pier
Represent the Concierge program in cross-departmental collaborations.
Meet or exceed established goals and KPIs.
Ensure operational flexibility, especially during peak seasons, weekends, and holidays.
Support property-wide initiatives and programming with enthusiasm and professionalism.
Participate in event set-up and breakdown as needed.