Concierge Coordinator

What this job involves

As a Concierge Coordinator at JLL, you'll be at the heart of creating exceptional workplace experiences for our client, Atlassian. This client-facing role combines your passion for hospitality with your ability to build genuine connections across all levels of an organization, from the C-Suite to every team member and guest who walks through the door. You'll orchestrate a seamless blend of reception, concierge services, guest relations, community management, and facilities support—all while fostering a culture of belonging and engagement. At JLL, we are collectively shaping a brighter way for our clients, ourselves, and our fellow employees, and in this role, you'll be instrumental in bringing that vision to life every single day. Working closely with Facilities, the global Workplace Experience team, and Atlassian leadership, you'll develop and deliver programs that don't just meet expectations—they create magical, memorable moments that reflect both JLL and Atlassian's values. This is your opportunity to be the face of excellence, the champion of community, and the architect of experiences that make people feel truly welcome and supported.

What your day-to-day will look like

• Serve as the primary point of contact for all Atlassian inquiries, issues, and feedback related to workplace services, ensuring every interaction enhances the care and comfort of employees and guests
• Spend a minimum of two hours daily engaging visibly with the workplace community—welcoming employees at reception or entrance areas and conducting floor walks to ensure all spaces, from offices to conference rooms to pantries, are impeccably maintained and stocked
• Manage Team Gathering requests from initial inquiry through flawless execution, including verifying dates, availability, required support elements, and booking confirmations with hosts
• Collaborate with the global Concierge and Guest Services team to deliver seamless digital and in-person service experiences that align with Atlassian's workplace strategy and goals
• Oversee day-to-day operations by developing playbooks and programs that continuously improve the efficiency, effectiveness, quality, and safety of the experience program
• Curate and deliver arrival experiences for traveling Atlassians, including office tours, luggage storage arrangements, and transportation coordination to ensure every visitor feels immediately at home
• Monitor and manage third-party vendor performance for soft services delivery, ensuring all service level agreements are met and exceeded while proactively identifying and escalating any risks
• Track work requests through Jira Service Management from receipt to completion, responding to all inquiries within one day and personally following up to ensure complete satisfaction
• Conduct routine walkthroughs and assessments of spaces and amenities to ensure compliance with service standards, policies, regulations, and performance metrics for stable, flawless service delivery

Required qualifications

• 2-4 years of experience in hospitality, experience services, events, facility management, property management, or the commercial real estate/hospitality industry
• Exceptional verbal and written communication skills with the ability to communicate clearly, concisely, and professionally across all organizational levels
• Demonstrated passion for service excellence with proven ability to build meaningful, lasting relationships and inspire others through your approach
• Strong analytical aptitude with the ability to gather data, assess complex situations, develop solutions quickly, and distill information into actionable insights for decision-making
• Professional presence and polished presentation skills with the ability to influence diverse audiences and adapt your style to different stakeholders
• Proven track record of delivering results in fast-paced environments with demonstrated initiative, integrity, and sound judgment
• Proficiency in G-Suite applications

Preferred qualifications

• Experience working with Jira, Canva, Confluence, and Coupa platforms
• Previous experience managing or collaborating with remote teams in a highly collaborative, matrix environment
• Background in creating or managing community-building programs that foster connection and belonging
• Demonstrated ability to leverage business intelligence and participate in the development of best practices, including process re-engineering and innovative service delivery solutions
• Experience tracking and measuring program impact on employee satisfaction, productivity gains, and cost optimization
• Knowledge of maintaining vendor catalogs and local area resources (hotels, attractions, activities) with detailed pricing and contact information