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.
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
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.
