Concierge Coordinator

Workplace Experience Concierge Coordinator 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. We have an incredible opportunity for a Concierge Coordinator to join our Workplace Experience team on the Atlassian account. In this role, you will work with the Concierge Manager and be responsible for all aspects of experience-focused services including soft services, amenity programming, customer experience, and day-to-day service delivery in support of Atlassian's office in Bellevue. Service delivery includes, but is not limited to, reception, concierge services, amenities, wellbeing, food services, meeting and event planning, mail, print, and other high-touch services. This client-facing role requires outstanding client service and communication skills from the C-Suite down. It provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality-focused environment. The ideal candidate is a great communicator whose intrinsic purpose is to build a sense of community and connection, with a tireless focus on delivering unique, magical, and memorable experiences that align with JLL and Atlassian values and Atlassian's highly engaging culture. This is an onsite role based at the Atlassian Bellevue office. Customer Experience & Service Delivery: Support the Concierge Manager as needed to meet the needs of clients and partners Provide assistance and direction according to customer requests, appropriately handling queries from employees, visitors, and guests Seek out information, build knowledge of standard processes and procedures, and exercise professional judgment while supplying end-to-end customer experience Support processes and manage Jira tickets associated with Workplace Experience employee offerings including Intentional Togetherness Gatherings, Office Event Support, 'For You' Services, Meaningful Moment Services, and Kudos program Work cooperatively with internal departments and external vendors to ensure quality customer service Work closely with Facilities, global Concierge peers, and Atlassian to understand goals, objectives, and focus areas for Workplace Experience Ensure service excellence in day-to-day operations Understand and adhere to all JLL and Client policies and values Understand and adhere to all operational systems and processes, offering suggestions for improvement or innovation where needed Front of House & Daily Operations: Accommodate all Front of House areas ensuring they are presentable at all times Provide a warm and friendly welcome to all customers and visitors, actively engaging with each individual Maintain professional personal presentation at all times, elevating and upholding grooming standards across the team Assist with workplace-related tickets and requests Manage voicemail messages, shipping and receiving, and security/access cards Support financial reporting and procurement processes Effectively utilize the visitor management system to ensure a smooth check-in and check-out process Effectively communicate operational risks and adhere to established escalation processes Assist Workplace Experience Team with special projects as assigned Provide general administrative and clerical support including creating and maintaining playbooks, trackers, and progress pages Attend regular team training and complete professional development courses Understand internal tools to support daily operations and complete all required duties within requested timeframes Provide guidance during daily operations and emergencies, acting as floor warden where required Exceptional Customer Service: Represent the Concierge team as the initial point of contact for all Atlassian inquiries, issues, and feedback related to workplace services Anticipate and respond to the needs and concerns of the client, transforming problems into opportunities Take ownership of every employee's onsite experience and seek opportunities to go above and beyond Attend weekly Operations Meetings with Facilities, IT, and other departments for upcoming events Collaborate with Workplace Events Team to curate and maintain a repository of remote activities including social, team building, and foundation activities Drive arrival experience for traveling Atlassians including office tours, luggage storage, and arrangement of transportation when required Deliver intuitive service by anticipating needs or concerns and exceeding Atlassian expectations Spend a minimum of two hours per day welcoming employees at reception or employee entrances and walking floors to ensure workspaces are stocked and maintained Receive and respond to all requests or issues within one day of receipt, including personal follow-up to ensure questions and requests are answered Perform additional job duties as requested Client Focus & Relationship Management: Demonstrate proactive and professional approach to customer service and stakeholder engagement Interact effectively with a wide range of client staff, including senior levels Identify potential risks and escalate appropriately to ensure no privacy breach, security incident, or disruption to Atlassian's operations Monitor and manage third-party vendor performance related to service delivery Proactively identify and escalate risks and issues at the account level Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting best practices, and participating in development of new tools and process re-engineering Critical Competencies for Success: Manage multiple priorities with precision, consistently meeting SLAs (?95%) and delivering projects on time with full compliance to service workflows Maintain budget awareness and adherence to financial guidelines across catering and operational allocations Embody a hospitality-first approach in every interaction, upholding front-of-house readiness, presentation standards, and professionalism Target >4.8/5 requester satisfaction and ?85% planner scores, actively collecting and acting on feedback to improve the experience Submit at least one PitStop initiative per month with clear before/after impact metrics Complete all assigned AI and Rovo training modules (minimum one per quarter) and actively integrate AI tools into daily workflows Apply an "AI/Automation Review" lens to all projects, identifying where tools were or could be leveraged Communicate proactively, share learnings through team forums, and support transparency and accountability across the global Concierge organization Results Focus: Demonstrate client commitment with attention to detail and effective support to ensure consistency Apply effective time management, organizational, and planning skills Apply a risk management mindset to all aspects of operation Adapt to change and demonstrate resilience Achieve and exceed goals including performance and customer service goals Execute in a manner consistent with SLAs, standard processes, professional brand image, and compliance with applicable local laws, rules, and regulations Key Skills: Self-motivated, confident, and energetic Customer/Client Experience focused Problem-solving skills and capacity to deal with ambiguity Ability to effectively deal with high-paced environment and situations Flexible and able to adapt to rapidly changing situations Goal-oriented with ability to focus on meeting all performance targets Strong communicator with good presentation skills and strong verbal and written communication skills in English; active listener Exhibits honesty and trustworthiness Qualifications: 1-2 years of prior experience in experience services, hospitality, events, facility or property management, and/or knowledge of commercial real estate or hospitality industry preferred Excellent verbal and written communication skills with the ability to communicate in a clear, concise, professional manner Delivers results in a fast-paced environment with a record of initiative, integrity, and good judgment Proficient skills in G-Suite