Concierge

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

At The Loft Workspaces, located at Goldfields House, we offer a premium workspace designed to elevate our clients' businesses to new heights. Our carefully curated community reflects South Yarra’s diverse professional landscape. We provide solutions and services that align with current and emerging workplace needs, offering a range of flexible options from business address and coworking spaces to dedicated desks and private suites.

Our engaging community programs focus on high-level business partnerships, networking events, and creative collaborations. Customers experience a vibrant work environment that fuels creativity, productivity, and growth within our community. Our exceptional amenities include a state-of-the-art end of trip facilities, podcast studio, and innovative meeting spaces, all equipped audio-visual solutions.

The Loft Workspaces customers get an abundance of additional amenities from Goldfields House, including end-of-trip facilities with showers, lockers and bike storage, access to various dining options, nearby retail services, and convenient parking. The building offers excellent connectivity to public transport and is surrounded by various business services that support our members' professional needs.

The Loft Workspaces is your gateway to a connected business environment. We offer well-designed workspace solutions to meet diverse business needs while fostering a sense of community through our communal areas, event spaces, and collaborative zones.

OBJECTIVE OF ROLE:

The principal objective of the role is to provide exceptional customer experiences, maintain high standards of service, establish a strong brand presence, and contribute to the financial success of the flexible workspace business. The Concierge serves as the welcoming face of The Loft Workspaces, ensuring that customers and visitors have a positive first impression. The role encompasses various responsibilities including managing customer onboarding, ensuring the seamless operation of the workspace and its facilities, and organizing engaging community events to foster a sense of belonging and to encourage networking among customers.

TEAM STRUCTURE

Based at Goldfields House, on a full-time basis, this position reports to the Centre Manager. The role will form part of the Community Team, who are collectively responsible for delivering the high performance and standards expected of this business and space.

KEY RESPONSIBILITIES AND DELIVERABLES

Greeting, Point of Contact, and Customer Management:

• Manage front desk, day users and visitor check-in and check-out process
• Greet potential customers, schedule and conduct space tours, and send confirmation emails
• Assist customers with their needs and enquiries, escalating issues as necessary
• Collaborate with others to create personalised customer welcome packs
• Manage security pass activation and deactivation procedures
• Assist in planning and managing events
• Ensure timely completion of administrative tasks with accurate updates in files and systems

 Floor Operations:

• Maintain cleanliness, tidiness, and sanitisation of common spaces
• Maintain high standards of space presentation and condition
• Manage meeting room facilities before and after bookings
• Assist with meeting room, space and Audio-Visual equipment setup
• Handle incoming and outgoing mail and packages
• Participate as a Floor Warden in the building's Emergency Control Organization (ECO)
• Support building operations and maintenance administration
• Ensure cleanliness and functionality of kitchen(s), replenish consumables, and unload the dishwasher
• Manage kitchen and office supplies, reorder stock as needed
• Identify and report any issues affecting the space or customer experience

Business Operations:

• Develop and oversee space operational functions in line with business objectives
• Understand building operational policies and procedures
• Ensure efficient and effective services and positive experiences for customers
• Assist in managing service partners
• In collaboration with the Centre Manager, curate the program of events to build community and generate revenue
• Oversee vendor and supplier service delivery
• Maintain health and safety practices

Customer Service Excellence:

• Develop and manage the customer service program and experience
• Ensure high levels of customer satisfaction and continual improvement
• Build rapport with customers, respond to feedback, and resolve challenges
• Manage customer feedback for improvement
• Act as backup to the Centre Manager to conduct tours for stakeholders and potential customers

Team Culture:

• Actively contribute to creating and sustaining a positive, inclusive, professional, and fun team culture

Required Attributes, Skills, and Experience:

These qualifications, skills, and experience criteria are sought for the Concierge to effectively project a professional, customer-centric workspace environment, with a strong sense of community and customer service excellence. The candidate ideally has experience in a similar role, and must be positive and enthusiastic, confident, professional and friendly.

•  Enthusiastic, confident, and friendly with a focus on continuous improvement
•  Detail-oriented, accurate, and results-driven
•  Able to promote the business and brand for client and company success
•  Customer-centric with exceptional customer service skills
•  Ability to work autonomously and multitask effectively
•  Excellent time management skills
•  Intermediate skills in MS Word and Excel
•  Passionate about customer service and constantly striving to improve performance
•  Ability to upsell and cross-sell when opportunities arise
•  Excellent written and verbal communication skills
•  Sound digital, social, and technology understanding
•  Customer-centric mindset in creating a dynamic working environment
•  Strong networking skills and ability to manage relationships with multiple stakeholders
•  Creative problem-solving skills and ability to think outside the box
•  Proactive with the flexibility to adapt to changing demands
•  Professional attitude, demeanour, and appearance
•  Well-organised with effective prioritisation abilities
•  Experience in managing relationships with suppliers and vendors

Location:

On-site –Melbourne, VIC

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.