Concierge

JLL; Toronto; On-site; CAD 42,000 - 56,000; Full time

Job summary

JLL, a leader in real estate services, seeks a Concierge for a luxury residential community. You will be the face of the on-site team, delivering personalized service, anticipating resident needs, and fostering a welcoming environment.

You will handle resident requests, coordinate with service providers, and support leasing staff to ensure exceptional experiences for residents and guests. Qualifying candidates bring 3+ years in luxury residential or hospitality, with post-secondary education in

Qualifications

• 3+ years in luxury residential, hospitality, customer experience or related service fields.
• Post-secondary education in hospitality management, business or communications.
• Proven track record delivering exceptional customer experiences.
• Experience with property management software and resident portals.

Responsibilities

• Provide proactive, courteous, personalized service to current and prospective residents.
• Anticipate needs, support with PM software and Resident Portal access/training.
• Build positive relationships and learn resident preferences and routines.
• Handle inquiries, ensure timely follow-up and issue resolution.
• Promote community events and engage residents to enhance experience.
• Coordinate resident requests with trusted local providers and resources.
• Manage package/delivery, answer calls, emails, and messages promptly.
• Support leasing staff with greetings for tours and showings.
• Oversee guest suites, bookings, cleaning, and stocking amenities.

Skills

Customer service

Communication

Resident relations

Relationship building

Education

Hospitality management

Business

Tools

Property management software

Resident portal

Job description

JLL empowers you to shape a brighter way .

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

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, communicatio