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.
This Role: The Lobby and Client Suites Supervisor is responsible for overseeing the day-to-day operations of the Lobby Concierge and Client Suites Concierge teams, ensuring the delivery of exceptional hospitality and client service experiences. Reporting to the Guest Services Lead, this role provides leadership, operational oversight, and team development to ensure seamless service delivery across all lobby and client-facing spaces
An Overview of the role:
Operations Management
- Oversee the daily operations of the lobby and client suites areas, ensuring an exceptional guest and client experience at all times.
- Maintain high service standards and proactively identify opportunities for service improvement.
- Monitor operational performance, address issues promptly, and implement effective solutions to minimise disruption.
- Ensure all workplace, security, and compliance procedures are followed consistently.
- Provide regular operational updates and escalate issues to the Guest Services Lead as required.
Team Leadership and Workforce Management
- Lead, coach, and motivate the Lobby and Client Suites Concierge teams to deliver outstanding customer service.
- Develop and manage team rosters to ensure adequate coverage across all operating hours, including special events and business requirements.
- Coordinate shift allocations, manage leave requests, and arrange appropriate coverage for planned and unplanned absences.
- Conduct regular performance discussions, provide feedback, and support professional development opportunities for team members.
- Foster a collaborative and positive team culture focused on service excellence and continuous improvement.
Event and VIP Coordination
- Coordinate access passes and guest management requirements for meetings, events, and VIP visits.
- Liaise with internal stakeholders, security teams, and event organisers to ensure seamless guest arrivals and departures.
- Ensure appropriate staffing levels are maintained for before-hours and after-hours events.
- Maintain accurate event records and ensure all event-related activities comply with workplace policies and procedures.
- Support high-profile meetings and events by delivering a premium hospitality experience for guests and stakeholders.
Client Experience and Service Excellence
- Act as a key point of escalation for service-related issues, resolving concerns professionally and efficiently.
- Monitor client feedback and identify opportunities to enhance the overall workplace and guest experience.
- Promote a hospitality-driven culture that prioritises professionalism, responsiveness, and attention to detail.
- Ensure consistent delivery of service standards across all client-facing areas.
Cross-Departmental Support
- Provide operational support and coverage for the Private Wealth Lounge and other hospitality functions as required.
- Collaborate with workplace, facilities, security, and event teams to ensure seamless service delivery throughout the workplace.
- Assist with business continuity planning and operational requirements as needed.
Training and Development
- Design, implement, and deliver onboarding and training programmes for new Concierge team members.
- Conduct ongoing coaching and skills development sessions to maintain service standards and operational competency.
- Monitor training progress and maintain accurate training records.
Sounds like you? We are looking with:
- Minimum of three years' experience in hospitality, concierge services, workplace experience, customer service, or a related client-facing environment.
- Demonstrated ability to coordinate multiple priorities while maintaining exceptional service standards.
- Experience managing rosters, workforce planning, and operational schedules.
- Strong stakeholder management and relationship-building skills.
- Strong organisational skills with exceptional attention to detail.
- Proven ability to lead, coach, and develop team members.
- Effective problem-solving and conflict resolution skills.
- Ability to remain calm and professional in challenging situations.
- High level of adaptability and flexibility, including availability to work outside standard operating hours when required.
Benefits:
- Great employee discounts off fitness, wellbeing & other renowned brands
- 18 weeks paid maternity leave
- Private Health Insurance Discounts
- Active Social Club
- Employee assistant program
- Novated Lease for EV cars
- Paid time off for volunteer work
- Career Opportunities with Australia's #1 Commercial Real Estate firm
- Premium offices
What you can expect from us:
You’ll join an entrepreneurial, inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.
As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity regardless of race, gender, age, sexual orientation or disability, and that is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.
Interested candidates, please apply following the link below quoting job reference number ABREQ519988
Location:
On-site –Sydney, NSWIf 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.