Apac Regional Concierge Lead

4 weeks ago

Sydney, Australia JLL Full time

JLL supports the Whole You, personally and professionally.

Shaping the future of real estate for a better world

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.

**What this opportunity involves**:
Our APAC Regional Concierge Lead is responsible for leading and manage a regional team of Concierge and Guest Services staff to deliver exceptional experiences to Atlassian staff and their visitors across both office and remote workplace experience programs. Leading by example and representing both the JLL and Atlassian brand to the highest standard.

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team

**An overview of the role**:
Manage and oversee a very high volume of Jira tickets requiring Concierge support across a number of Experience products; including: Intentional Togetherness Gatherings, Office Event Support, ‘For You’ Services, Maintain the lobby and front desk areas in a neat and organised manner.
Meet with client to understand new Experience product offerings, and plan for regional implementation, delegating work effectively.
Provide a warm and professional welcome and farewell to all Atlassian staff, visitors, and vendors.
Provide a hotel style ‘hosted’ arrival experience for Atlassians and visitors
Oversee development of rosters as needed, and provide backup support and coverage to the Sydney site lead
Responsible for coordinating own coverage in the event of absence
Conference and meeting room scheduling and support
Professional personal presentation at all times, elevating and upholding grooming standards across the team.
Support emergency response requirements and act as floor warden where required.
Proactive communication with all Atlassian clients to effectively manage service delivery.
Provide Event support to large in-house Atlassian events as required.
Support the provision of Food and Beverage services across sites and place orders with catering vendor.
Develop and implement operational and management reporting to demonstrate delivery of services and scope to the required high standard.
Manage the operational team with regular team meetings and one-on-one’s to ensure engagement and support.
Responsible for recruitment of the team and ongoing development and performance management.
Develop and implement Global Concierge Playbook, in collaboration with Global Concierge Lead and peers.
Provide support to remote sites in APAC as needed, to ensure Concierge related matters are handled appropriately and to the highest standard.
Provide support to the Global Concierge Lead, Regional Facilities Lead, and Global Account Lead as required.
Financial accountability within scope of responsibility

**Sound like you? This is what we’re looking for**:
This is an onsite role and will be required to be in the client Sydney office. Flexible work arrangements may be considered on a case-by-case basis and are not guaranteed.
We are looking for a senior operational leader, who brings professionalism and hospitality knowledge to our team.
A motivated self-starter with a proven track record of successfully delivering best practice and quality to their client.
5+ years’ experience leading and managing a reception/concierge team or in experience services, hospitality, or events, and knowledge of commercial real estate or hospitality industry.
Prior experience in facilities, property management, hospitality or related field preferred
Self-motivated; confident & energetic
Customer/Client Experience Focus
Problem-solving skills and capacity to deal with ambiguity
Ability to effectively deal with stressful situations
Goal-oriented - able to focus on meeting all performance targets
Strong communicator - good presentation skills and possesses strong verbal & written communication skills (English); also an active listener

**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 supp

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