Lobby Concierge

SUMMARY

The Lobby Concierge serves as the front-of-house workplace experience lead and primary point of contact for employees, visitors, clients, and building occupants. Positioned at a highly visible location within the building, this role is responsible for creating a welcoming, professional, and seamless arrival experience while supporting the efficient flow of people, information, and workplace servic

As a key ambassador for the workplace experience program, the Lobby Concierge acts as a central coordination point between employees, visitors, Workplace Experience teams, Facilities, Security, Property Management and other service partners. Through proactive engagement, operational awareness, and exceptional customer service, the Lobby Concierge helps foster a workplace environment that is safe, efficient, inclusive, and aligned with the organization's service standards.

The successful candidate will possess strong relationship management, communication, and problem-solving skills and be comfortable making decisions, managing competing priorities, and resolving workplace issues in a fast-paced environment. This role offers a unique opportunity to influence the daily employee experience and contribute directly to workplace satisfaction, operational excellence, and organizational culture.

KEY DUTIES & RESPONSIBILITIES

Front-of-House Experience & Workplace Operations

• Serve as the primary point of contact and visible ambassador for the workplace experience program, delivering a welcoming and professional experience for employees, visitors, and clients. Actively engage with employees and visitors to anticipate needs and enhance their workplace experience.
• Support visitor management processes by directing guests to appropriate contacts and security procedures while adhering to all established access and security protocols.
• Own the day-to-day delivery of lobby operations, monitoring occupant flow, visitor activity, and service demands to ensure a seamless front-of-house experience. 
• Act as the central communication and escalation point for lobby-related inquiries, workplace issues, and operational concerns, ensuring timely resolution through appropriate service partners. 
• Maintain awareness of building activities, workplace events, service interruptions, and operational changes to proactively support occupants and visitors. 
• Maintain a thorough understanding of Concierge Services program deliverables and participate in regular operational meetings to ensure alignment with client and account objectives.

Client, Employee & Visitor Experience

• Deliver exceptional hospitality-focused service while building positive relationships with employees, visitors, executive stakeholders, and workplace partners.
• Serve as a trusted workplace resource by providing information on building services, workplace amenities, transportation options, neighbourhood resources, and workplace programs.
• Maintain expert knowledge of workplace services, technology-enabled spaces, meeting facilities, and workplace policies to confidently support employee and visitor inquiries.
• Champion workplace culture, inclusion, and employee engagement by promoting workplace initiatives and acting as an ambassador for service excellence.

Workplace Service Coordination

• Coordinate and liaise with Facilities, Workplace Experience, Property Management, Security, Food Services, Cleaning Services, and other partners to support a seamless workplace environment.
• Facilitate service requests and escalations to the Senior Manager, Workplace Services, while monitoring progress to ensure issues are resolved effectively.
• Provide real-time support during workplace disruptions, service outages, special events, and operational incidents.
• Participate in regular operational meetings and communicate building updates that may impact employees or visitors.
• Support service recovery activities by identifying solutions, managing expectations, and ensuring a positive customer experience.

Reporting, Analytics & Insight

• Monitor and track lobby activity, visitor volumes, workplace inquiries, service requests, and operational trends to identify opportunities for improvement.
• Identify recurring operational issues and partner with workplace, facilities, security, and property management teams to recommend corrective actions and continuous improvement opportunities.
• Maintain accurate records of building announcements, service requests, escalations, operational disruptions, workplace observations and resolutions to support organizational reporting and knowledge sharing.
• Contribute recommendations to improve workplace services, communications, processes, and overall employee experience.

Technology & Workplace Support

• Support functionality checks of lobby technology, meeting room displays, digital signage, and workplace experience tools.
• Assist employees in navigating workplace technology resources and support channels, as required.

Health, Safety & Emergency Support

• Promote compliance with workplace health, safety, and building policies while maintaining a safe and welcoming environment.
• Identify, report, and escalate safety concerns, operational risks, and workplace hazards to the appropriate teams.
• Support communication and coordination efforts during emergencies, evacuations, and business disruptions in accordance with established procedures.
• Act as a calm, informed, and visible resource for employees and visitors during incidents or emergency situations.

KNOWLEDGE & SKILLS

• College diploma or equivalent combination of education and experience.
• 3-5 years of experience in hospitality, workplace experience, concierge services, premium customer service, corporate services, hotel operations, property management, or a related field.
• Experience working in a highly visible, customer-facing environment supporting employees, visitors, or clients.
• Experience coordinating multiple stakeholders and service providers within a complex operational environment is considered an asset.
• Exceptional customer service and hospitality mindset.
• Strong verbal and written communication skills with the ability to confidently engage diverse audiences.
• Excellent relationship-building and stakeholder management skills.
• Strong situational awareness and ability to anticipate customer needs.
• Demonstrated ability to manage multiple priorities and adapt to changing business needs.
• Sound judgment, professionalism, discretion, and problem-solving abilities.
• Ability to influence outcomes and coordinate service delivery without direct authority.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office Suite, workplace technology platforms and collaboration tools.
• Self-motivated and capable of working independently while contributing to a broader team environment.
• Professional presence with a calm, approachable, and solution-oriented demeanor.
• Must be available between the hours of 7AM to 7PM EST Monday to Friday.
• Highly mobile role, requiring standing and moving between multiple floors and throughout large areas.

Licenses and/or Professional Accreditation

• None Required.

This is a contract, full-time position with a salary range of $54,185 - $67,732 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.