Concierge Manager

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