Team Lead, Guest Services

What this job involves

As a Team Lead for Guest Services at JLL, you'll lead a dedicated team in delivering exceptional hospitality experiences that elevate our clients' workplace environments. This role combines people leadership with hands-on service excellence, positioning you as the driving force behind memorable guest interactions and seamless facility operations. You'll shape the guest services experience at a premier facility, ensuring every touchpoint reflects JLL's commitment to world-class service delivery. This is your opportunity to blend operational expertise with relationship building, creating an environment where both your team and guests thrive while directly contributing to client satisfaction and retention.

What your day-to-day will look like

• Supervise and coach the Guest Services team, implementing JLL policies and procedures while motivating team members to consistently exceed guest and client expectations through exceptional service delivery.
• Manage team operations including creating staff schedules, ensuring timecard accuracy, approving payroll submissions, and conducting annual performance reviews with constructive feedback and professional development planning.
• Lead facility tours as primary driver of the fifteen-passenger Sprinter van, pre-registering guests and ensuring safe, professional transportation experiences that showcase the property.
• Build and maintain strategic relationships through active networking with area guest services professionals, the National Concierge Lead, Security team personnel, and Integrated Facility Management and CES service line colleagues.
• Oversee administrative functions including fitness center waiver management, access coordination, contractor badge processing for the FM team, and assisting the Conference Services Manager with designated tasks.
• Provide backup coverage for the Guest Services desk as needed, demonstrating the service standards you expect from your team while maintaining operational continuity during peak periods or staff absences.
• Train team members on policies, procedures, programs, and service excellence standards while recommending and supporting annual customer service and hospitality training initiatives that enhance team capabilities.

Required Qualifications

• Proven leadership experience supervising customer-facing teams, with demonstrated ability to train, coach, and conduct performance evaluations that drive service excellence and employee development.
• Strong communication skills encompassing verbal and written formats, with the ability to interact professionally across all organizational levels and deliver clear, constructive feedback.
• Proficiency in Microsoft Office Suite and Microsoft Teams, with comfort using digital technology platforms to manage schedules, communications, and administrative tasks.
• Valid driver's license with a clean DMV driving record and comfort operating a fifteen-passenger Sprinter van for facility tours and guest transportation.
• Physical capability to lift 30 pounds and perform duties requiring mobility throughout the facility to support team operations and guest services.

Preferred Qualifications

• Experience in hospitality, property management, or corporate guest services with understanding of guest relations best practices and service recovery techniques.
• Demonstrated problem-solving skills with ability to prioritize competing tasks under pressure while maintaining composure and professional demeanor in dynamic environments.
• Self-motivated team player who takes pride and ownership in their position, property, and service delivery, consistently seeking opportunities to enhance the guest experience.
• Strong organizational skills with ability to manage multiple administrative functions simultaneously, from payroll and badge processing to fitness center coordination and tour pre-registration.
• Background working with varied personalities and temperaments, demonstrating emotional intelligence and adaptability in responding genuinely to diverse guest requests and team dynamics.