Concierge Coordinator

Workplace Experience Concierge CoordinatorOur 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 partnersProvide assistance and direction according to customer requests, appropriately handling queries from employees, visitors, and guestsSeek out information, build knowledge of standard processes and procedures, and exercise professional judgment while supplying end-to-end customer experienceSupport 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 programWork cooperatively with internal departments and external vendors to ensure quality customer serviceWork closely with Facilities, global Concierge peers, and Atlassian to understand goals, objectives, and focus areas for Workplace ExperienceEnsure service excellence in day-to-day operationsUnderstand and adhere to all JLL and Client policies and valuesUnderstand and adhere to all operational systems and processes, offering suggestions for improvement or innovation where neededFront of House & Daily Operations:Accommodate all Front of House areas ensuring they are presentable at all timesProvide a warm and friendly welcome to all customers and visitors, actively engaging with each individualMaintain professional personal presentation at all times, elevating and upholding grooming standards across the teamAssist with workplace-related tickets and requestsManage voicemail messages, shipping and receiving, and security/access cardsSupport financial reporting and procurement processesEffectively utilize the visitor management system to ensure a smooth check-in and check-out processEffectively communicate operational risks and adhere to established escalation processesAssist Workplace Experience Team with special projects as assignedProvide general administrative and clerical support including creating and maintaining playbooks, trackers, and progress pagesAttend regular team training and complete professional development coursesUnderstand internal tools to support daily operations and complete all required duties within requested timeframesProvide guidance during daily operations and emergencies, acting as floor warden where requiredExceptional Customer Service:Represent the Concierge team as the initial point of contact for all Atlassian inquiries, issues, and feedback related to workplace servicesAnticipate and respond to the needs and concerns of the client, transforming problems into opportunitiesTake ownership of every employee's onsite experience and seek opportunities to go above and beyondAttend weekly Operations Meetings with Facilities, IT, and other departments for upcoming eventsCollaborate with Workplace Events Team to curate and maintain a repository of remote activities including social, team building, and foundation activitiesDrive arrival experience for traveling Atlassians including office tours, luggage storage, and arrangement of transportation when requiredDeliver intuitive service by anticipating needs or concerns and exceeding Atlassian expectationsSpend a minimum of two hours per day welcoming employees at reception or employee entrances and walking floors to ensure workspaces are stocked and maintainedReceive and respond to all requests or issues within one day of receipt, including personal follow-up to ensure questions and requests are answeredPerform additional job duties as requestedClient Focus & Relationship Management:Demonstrate proactive and professional approach to customer service and stakeholder engagementInteract effectively with a wide range of client staff, including senior levelsIdentify potential risks and escalate appropriately to ensure no privacy breach, security incident, or disruption to Atlassian's operationsMonitor and manage third-party vendor performance related to service deliveryProactively identify and escalate risks and issues at the account levelEngage 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-engineeringCritical Competencies for Success:Manage multiple priorities with precision, consistently meeting SLAs (?95%) and delivering projects on time with full compliance to service workflowsMaintain budget awareness and adherence to financial guidelines across catering and operational allocationsEmbody a hospitality-first approach in every interaction, upholding front-of-house readiness, presentation standards, and professionalismTarget >4.8/5 requester satisfaction and ?85% planner scores, actively collecting and acting on feedback to improve the experienceSubmit at least one PitStop initiative per month with clear before/after impact metricsComplete all assigned AI and Rovo training modules (minimum one per quarter) and actively integrate AI tools into daily workflowsApply an "AI/Automation Review" lens to all projects, identifying where tools were or could be leveragedCommunicate proactively, share learnings through team forums, and support transparency and accountability across the global Concierge organizationResults Focus:Demonstrate client commitment with attention to detail and effective support to ensure consistencyApply effective time management, organizational, and planning skillsApply a risk management mindset to all aspects of operationAdapt to change and demonstrate resilienceAchieve and exceed goals including performance and customer service goalsExecute in a manner consistent with SLAs, standard processes, professional brand image, and compliance with applicable local laws, rules, and regulationsKey Skills:Self-motivated, confident, and energeticCustomer/Client Experience focusedProblem-solving skills and capacity to deal with ambiguityAbility to effectively deal with high-paced environment and situationsFlexible and able to adapt to rapidly changing situationsGoal-oriented with ability to focus on meeting all performance targetsStrong communicator with good presentation skills and strong verbal and written communication skills in English; active listenerExhibits honesty and trustworthinessQualifications: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 preferredExcellent verbal and written communication skills with the ability to communicate in a clear, concise, professional mannerDelivers results in a fast-paced environment with a record of initiative, integrity, and good judgmentProficient skills in G-Suite