Lead Concierge

JLL•San Diego, CA

4d•Onsite

About The Position

As Lead Concierge at our prestigious San Diego client site, you'll be the cornerstone of exceptional guest experiences while leading a dedicated team of hospitality professionals. This role combines frontline service excellence with strategic team leadership, putting you at the heart of our Integrated Facility Management operations. You'll set the standard for world-class concierge services, ensuring every interaction reflects JLL's commitment to creating exceptional workplace experiences. Your leadership will directly impact client satisfaction, team performance, and the professional atmosphere that defines our managed properties. If you're passionate about hospitality excellence and ready to inspire a team while delivering outstanding service, this is your opportunity to make a meaningful impact at one of the world's leading real estate services firms.

Requirements

Minimum three years of supervisory experience in hospitality, marketing, luxury retail, or related customer-facing environments.
Excellent verbal and written communication skills with the ability to interact professionally with diverse audiences, from building occupants to senior executives.
Strong problem-solving abilities and leadership skills, including conflict resolution, decision-making under pressure, and the capacity to motivate teams while holding them accountable to performance standards.
Proficiency in Microsoft Office applications, Microsoft Teams, and comfort with AI and digital technology platforms.
High School diploma or equivalent required.

Nice To Haves

Associate degree or relevant college coursework in hospitality management, business administration, communications, or related fields.
Four to five years of progressively responsible experience in hospitality, sales, marketing, or customer service roles.
Exceptional organizational skills with demonstrated ability to manage multiple concurrent priorities, maintain detailed records, and ensure nothing falls through the cracks in a fast-paced environment.
Self-motivated, action-oriented team player who takes pride and ownership in their position and property.
Experience working with varied personalities and temperaments while maintaining composure and professionalism.
Track record of building and maintaining professional networks that enhance service delivery.
Previous experience managing schedules, timecards, and operational logistics in a multi-location or complex facility environment.

Responsibilities

Leading and developing your Concierge team through hands-on coaching, performance management, and daily oversight across multiple locations.
Managing operational excellence by creating weekly staff schedules, ensuring accurate timecard submissions for payroll, reassigning work order tickets, and providing coverage during absences.
Serving as the primary informational resource for building occupants and guests, handling diverse inquiries with professionalism and poise while maintaining security protocols.
Building strategic relationships through active networking with area concierges, the National Concierge Lead, and internal partners across IFM and CES service lines.
Driving performance results by monitoring team metrics, recommending annual customer service training programs, conducting performance reviews, and ensuring your team meets or exceeds established goals across all service functions.
Adapting to dynamic operational needs with schedule flexibility during high-volume periods and special events, including overtime when necessary.
Maintaining professional standards through adherence to dress code and appearance policies, ensuring your team reflects the polished, professional image JLL clients expect from their concierge services.