Head of Experience Management
Tom Larance, Head of JLL XM, oversees more than 150 onsite concierge professionals who specialize in experience management, tenant engagement and space activation. As the driver behind XM, the teams seek to add value to clients’ retail, hotel, office and residential assets by activating spaces, curating experiences and driving tenant engagement. He is constantly innovating our breadth and depth of services, and creating award-winning programs for clients.
Armed with a natural affinity for hospitality and nearly two decades of designing concierge programming for properties around the United States and Hawaii, Tom launched his own company, Corporate Concierge Services, in 2001. As convenience became more commonplace, what Tom envisioned for Corporate Concierge Services went far beyond traditional services such as dinner reservations and event tickets. With a focus on the art of designing great service experiences – at corporate, retail, hotel, residential and virtually – clients found great value in the customized experience programs.
Tom earned a bachelor of science with an emphasis in marketing and advertising from Eastern Kentucky University. He is a past president of the Concierge Network of Chicago and a founding member of the National Concierge Association.