JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
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
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
