JLL
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.
Estimated total compensation for this position: $31.25 - $33.65 per hour
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.
Expected Schedule: Monday - Friday 8 am - 5 pm
Key Responsibilities Leadership & Team Management
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.
Marketing & Guest Experience
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.
In-depth knowledge of the site, present day, and history.
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.
General Operations
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.
Qualifications & 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.
Flexibility to work varied shifts, including evenings, weekends, and holidays.
Knowledge of the local market, attractions, dining, cultural institutions, and transportation options.
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.
Seniority level Mid-Senior level
Employment type Full‑time
Job function Other
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Estimated total compensation for this position: $31.25 - $33.65 per hour
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.
Expected Schedule: Monday - Friday 8 am - 5 pm
Key Responsibilities Leadership & Team Management
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.
Marketing & Guest Experience
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.
In-depth knowledge of the site, present day, and history.
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.
General Operations
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.
Qualifications & 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.
Flexibility to work varied shifts, including evenings, weekends, and holidays.
Knowledge of the local market, attractions, dining, cultural institutions, and transportation options.
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.
Seniority level Mid-Senior level
Employment type Full‑time
Job function Other
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