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Concierge Manager
Rosemont, IL
Job Description
The Concierge Manager will manage the day-to-day operations of the Concierge team. Additionally, the individual is responsible for implementing communication standards and fostering strong relationships with property management, retailers, and other departments. The position works cooperatively with the Assistant Concierge Manager and on-site property management team in promoting service, property initiatives, local and tourism outreach, and Concierge functions.
EDUCATION/EXPERIENCE
Associate degree or equivalent work experience
3-5 years experience in progressively responsible roles in hospitality, high-end retail, marketing or related field
SKILLS and APTITUDES
At least three years experience in hospitality, marketing, or luxury retail in a supervisory capacity
Excellent communication skills including verbal and written
Excellent problem-solving and leadership skills
Knowledgeable in Microsoft Office, Google Docs, iOS software, digital technology
Ability to complete multiple tasks while maintaining a pleasant and professional demeanor
Ability to listen and react quickly to guests' and retailers' requests in a genuine manner
Ability to prioritize tasks under pressure
Ability to work with varied personalities and temperaments
Self-motivated and action-oriented team player
Team player
Takes pride and ownership in the position and property
Strong knowledge of the entertainment, dining, and cultural venues, and commitment to keeping that knowledge up-to-date
Able to implement company policies and procedures to ensure effective leadership
Experience managing a team of concierges in a large retail setting
MAJOR RESPONSIBILITIES
Sets an exemplary helpful, friendly service standard at all times
Supports all property programs
Oversee operations for the luggage storage programs and other services implemented by the property management team.
Maintains tour group calendar and coordinates with the onsite team to prepare for their arrival.
Supervises and manages the part-time team and full-time members, ensuring that policies and procedures are implemented properly and followed
Motivates Concierge Team to exceed guest and client expectations
Holds Concierge team accountable when not following policies, procedures, and standards
Trains and coaches Concierge team on policies, procedures, programs, and standards of excellence
Arranges the schedule for the Guest Services team and ensures that time cards are accurate for payroll
Ensures the Guest Services Desk appears professional and fully stocked with information including local maps, brochures, and event literature
Builds and maintains relationships through networking with area concierge, front desk staff, and other personnel within the tourism industry including the Convention & Visitors Bureau, state Office of Tourism, resorts, hotels, residences, office buildings, and attractions
Works directly with the Regional Manager and on-site Management Team to plan and execute property Concierge and tourism initiatives in partnership with local commerce and tourism organizations
Meets or exceeds given goals for specific job functions
Demonstrates a strong knowledge of the local community and takes a proactive approach to understand trends, citywide events, and hot spots
Flexible schedule, especially during high-volume seasons
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
EDUCATION/EXPERIENCE
Associate degree or equivalent work experience
3-5 years experience in progressively responsible roles in hospitality, high-end retail, marketing or related field
SKILLS and APTITUDES
At least three years experience in hospitality, marketing, or luxury retail in a supervisory capacity
Excellent communication skills including verbal and written
Excellent problem-solving and leadership skills
Knowledgeable in Microsoft Office, Google Docs, iOS software, digital technology
Ability to complete multiple tasks while maintaining a pleasant and professional demeanor
Ability to listen and react quickly to guests' and retailers' requests in a genuine manner
Ability to prioritize tasks under pressure
Ability to work with varied personalities and temperaments
Self-motivated and action-oriented team player
Team player
Takes pride and ownership in the position and property
Strong knowledge of the entertainment, dining, and cultural venues, and commitment to keeping that knowledge up-to-date
Able to implement company policies and procedures to ensure effective leadership
Experience managing a team of concierges in a large retail setting
MAJOR RESPONSIBILITIES
Sets an exemplary helpful, friendly service standard at all times
Supports all property programs
Oversee operations for the luggage storage programs and other services implemented by the property management team.
Maintains tour group calendar and coordinates with the onsite team to prepare for their arrival.
Supervises and manages the part-time team and full-time members, ensuring that policies and procedures are implemented properly and followed
Motivates Concierge Team to exceed guest and client expectations
Holds Concierge team accountable when not following policies, procedures, and standards
Trains and coaches Concierge team on policies, procedures, programs, and standards of excellence
Arranges the schedule for the Guest Services team and ensures that time cards are accurate for payroll
Ensures the Guest Services Desk appears professional and fully stocked with information including local maps, brochures, and event literature
Builds and maintains relationships through networking with area concierge, front desk staff, and other personnel within the tourism industry including the Convention & Visitors Bureau, state Office of Tourism, resorts, hotels, residences, office buildings, and attractions
Works directly with the Regional Manager and on-site Management Team to plan and execute property Concierge and tourism initiatives in partnership with local commerce and tourism organizations
Meets or exceeds given goals for specific job functions
Demonstrates a strong knowledge of the local community and takes a proactive approach to understand trends, citywide events, and hot spots
Flexible schedule, especially during high-volume seasons
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full or Part Time
Required Education
Associate Degree
Required Experience
3+ years
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