JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

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 workplace
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.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

📌 Concierge (Toronto)
🏢 JLL
📍 Toronto