Concierge Manager

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Concierge Manager JLL

What this job involves:

As the Concierge Manager at Commonwealth Pier in Boston, you'll be the driving force behind an exceptional guest experience in one of the city's most dynamic retail destinations. This role places you at the intersection of hospitality excellence and property operations, where you'll lead a dedicated concierge team while serving as the welcoming face of this high-profile waterfront property. You'll cultivate meaningful relationships with local partners, retailers, and community stakeholders while ensuring every guest interaction reflects JLL's commitment to service excellence. This is more than a management position it's an opportunity to shape the guest journey, champion your team's success, and contribute directly to the vibrancy and reputation of Commonwealth Pier as a premier Boston destination.

What your day-to-day will look like:

• Lead and inspire your concierge team through hands-on coaching, performance management, and daily operational oversight, ensuring consistent delivery of world-class service at the East Lobby Podium.
• Build and nurture strategic partnerships with hotels, visitor bureaus, attractions, and local businesses to create a robust network that enhances guest recommendations and community connections.
• Collaborate closely with the Events and Marketing Manager and Property Management Team to execute property initiatives, promotional programs, and special events that drive engagement and foot traffic.
• Maintain expert knowledge of Commonwealth Pier's history, current programming, tenant offerings, and local Boston attractions to provide personalized, informed recommendations that exceed guest expectations.
• Oversee team scheduling, payroll accuracy, and operational standards while maintaining the appearance and readiness of the concierge desk to reflect the property's premium positioning.
• Serve as a brand advocate and communication hub, keeping all stakeholders informed of site happenings, guest feedback, and opportunities for continuous improvement across departments.
• Support event setup and teardown activities as needed, demonstrating operational flexibility during peak seasons, weekends, and holidays to ensure seamless execution of property-wide programming.

Required Qualifications:

• Bachelor's degree or equivalent combination of education and relevant professional experience in hospitality, retail management, or guest services
• 3-5 years of progressive experience in hospitality, guest services, retail management, or related customer-facing environments, with demonstrated career growth
• Previous supervisory or team leadership experience in high-volume service settings, with proven ability to coach, motivate, and hold team members accountable
• Excellent verbal and written communication skills with strong interpersonal abilities to build relationships across diverse stakeholder groups
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Workspace for reporting, scheduling, and operational communications
• Physical ability and flexibility to walk the property throughout shifts, lift light materials, assist with event operations, and work varied schedules including evenings, weekends, and holidays

Preferred Qualifications:

• Extensive knowledge of Boston's local market, including attractions, dining, cultural institutions, transportation options, and neighborhood characteristics
• Experience with iOS systems, digital concierge platforms, or guest services technology that enhances operational efficiency
• Background in event coordination or support, with comfort participating in setup, execution, and teardown of property activations
• Established network or relationships within Boston's hospitality industry, including hotels, convention services, or visitor services organizations
• Demonstrated experience implementing or supporting community engagement programs, local partnerships, or destination marketing initiatives
• Strong problem-solving skills with proven ability to resolve guest concerns diplomatically while maintaining composure in fast-paced, high-pressure situations
• Multilingual capabilities or conversational proficiency in languages commonly spoken by international visitors to Boston

Location:

Onsite - Commonwealth Pier, Boston, MA

Schedule: Tuesday-Saturday, 10:00 AM-6:00 PM

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. 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. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

• Early access to earned wages through Daily Pay

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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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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 [email protected]. 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.

Accepting applications on an ongoing basis until candidate identified.