Position Summary:
As a Concierge at Charles West, you'll be the face of our luxury residential community, reporting directly to the Leasing and Resident Experience Manager. Your role is pivotal in creating an exceptional resident experience through attentive service, strong relationship building, and a genuine commitment to resident satisfaction.
As one of the most visible members of the on-site team, you will foster a welcoming environment, anticipate resident needs, and take ownership of requests to ensure a seamless living experience. You will serve as a trusted resource for residents, guests, and visitors while contributing to a vibrant, engaged, and connected community.
This position will champion the JLL culture of Communication, Collaboration, and Trust while performing the following duties:
Resident Experience Enhancement:
- Deliver proactive, courteous, and personalized service to current and prospective residents
- Anticipate, support, and fulfill resident needs, from day-to-day requests to special arrangements, including support with Property Management Software and Resident Portal access and training
- Build positive relationships with residents and become familiar with resident preferences, routines, and household needs where appropriate
- Take ownership of resident inquiries and requests, ensuring timely follow-up and resolution
- Maintain expert knowledge of local amenities, services, businesses, and events
- Manage amenity bookings, deposits, and post-event inspections
- Assist with resident move-ins and move-outs to ensure a seamless experience
- Work closely with the Resident Experience Coordinator to support resident events, communications, engagement initiatives, and the ongoing delivery of the resident experience program
- Promote resident participation and contribute to creating a welcoming, connected, and engaging community environment
- Identify opportunities to enhance the resident experience through proactive service and engagement
- Personalize interactions by familiarizing yourself with residents and their pets
Concierge Services:
- Coordinate resident requests and connect residents with trusted local service providers, community resources, and lifestyle services
- Handle package and delivery management
- Respond promptly and professionally to all resident communications, including calls, messages, emails, and inquiries
- Demonstrate resourcefulness and initiative when responding to unique resident requests
- Serve as a knowledgeable resource for building services, neighbourhood amenities, local events, dining, and entertainment
- Maintain shift logs and daily memo books containing pertinent information
- Support leasing staff with prospective resident greetings for tours and showings
Building Operations Support:
- Manage service elevator and loading dock schedules
- Control building access for contractors, vendors, visitors, and residents
- Administer security access devices, including cards, fobs, and transmitters
- Maintain enterphone system information and security software records
- Liaise with security personnel and other service providers as required
- Report building concerns, incidents, and operational issues to the appropriate team members in a timely manner
Community Engagement:
- Build positive relationships with local businesses, service providers, and community partners
- Gather and share community information for resident communications and social media initiatives
- Assist in organizing and executing resident events and community-building activities
- Recognize opportunities to create positive resident touchpoints and memorable experiences
- Support initiatives that strengthen resident engagement and foster a sense of community
Guest Suite Management:
- Oversee and administer the building's guest suites
- Manage guest suite bookings and reservations
- Coordinate cleaning and maintenance of guest suites
- Ensure guest suites are properly stocked with amenities
- Handle check-in and check-out processes for guest suite users
- Address any issues or concerns related to guest suite usage
- Maintain accurate records of guest suite occupancy and revenue
Sound like you? To apply, you must be/have:
- 3+ years of experience in luxury residential, hospitality, customer experience, guest services, or other service-focused environments with a demonstrated track record of delivering exceptional customer experiences
- Post-secondary education in hospitality management, business, communications, or a related field is preferred
- Proven ability to build strong relationships and establish trust with residents, guests, and colleagues
- Exceptional communication and interpersonal skills, with a commitment to professionalism, discretion, and confidentiality
- Strong organizational abilities and the ability to effectively manage multiple priorities in a fast-paced environment
- Demonstrated ability to remain calm, professional, and solution-oriented when handling challenges or resident concerns
- Exceptional attention to detail and commitment to service excellence
- Self-motivated with the initiative to proactively identify and address resident needs
- Proficiency in Microsoft Office Suite; experience with Yardi or similar property management software is considered an asset
- Current First Aid, CPR, and AED certification, or willingness to obtain certification
- Flexible availability, including evenings, weekends, and holidays as required
- Ability to stand, sit, or walk for extended periods
- Ability to occasionally lift and carry items up to 10 pounds
The Ideal Candidate
The ideal candidate is personable, polished, and genuinely enjoys working with people. They are proactive rather than reactive, take pride in delivering exceptional service, and understand that small details can have a significant impact on the resident experience. They are confident problem-solvers who consistently follow through on commitments, demonstrate sound judgment, and contribute positively to the community atmosphere at Charles West.
Our business in Canada
Our Canadian business is one of our fastest growing markets – we have grown by 1,000% since 2012, from both employee and revenue perspectives. With 10 corporate offices across the country and a diverse workforce exceeding 1,700 employees, we manage over 90 million square feet of space for our clients.
In Canada, we are committed to staying ahead of the rapid changes to our industry driven by continued advances in technology and data, by new work and lifestyles, and by some sustained global macro trends.
Beyond is our strategic vision to equip and position our business for continued long-term profitable growth over the next decade, enhancing our leading position, providing best-in-class services to our clients, and creating inspiring and rewarding career paths for our people.
