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About the Role

The Head Concierge leads the delivery of exceptional concierge services at International Towers, ensuring a premium customer experience. This role involves maintaining service standards, operational excellence, and developing service procedures, training materials, and customer experience initiatives. The Head Concierge also supports customer engagement programs, activations, events, and oversees meeting room operations and office management.

Responsibilities

• Lead and supervise daily Concierge operations, ensuring consistent delivery of exceptional service standards.
• Monitor customer interactions, resolve escalated enquiries and complaints professionally.
• Maintain a visible presence in lobbies to ensure service excellence.
• Foster a culture of hospitality, accountability, and continuous improvement aligned with brand standards.
• Ensure customer touchpoints convey the brand consistently and effectively.
• Uphold International Towers Foundations, brand, and community standards.
• Manage team rosters, schedules, performance, and conduct.
• Provide coaching, conduct regular reviews, and identify training needs.
• Support recruitment, onboarding, and induction of new team members.
• Create and maintain training manuals, SOPs, and service guides.
• Promote a positive, high-performing team culture.
• Review and improve customer touchpoints throughout the Towers.
• Develop service standards, procedures, and frameworks.
• Conduct quality assurance reviews and identify opportunities to elevate the customer journey.
• Partner with building management to ensure seamless experiences and support tenant engagement initiatives.
• Participate in Tenant Partner Satisfaction Surveys and action planning.
• Support planning, coordination, and delivery of tenant activations, campaigns, and events.
• Assist with logistics including registrations, supplier coordination, set-up, and communications.
• Support wellness programs and community initiatives.
• Represent International Towers at customer events and networking functions.
• Assist with invoice processing, purchase orders, and budget tracking.
• Maintain operational records, training documentation, and service records.
• Prepare reports on customer service, team performance, and operations.
• Utilize business systems including HR, Payroll, Invoicing, and Tenant Engagement Platforms.
• Maintain Management Office integrity and coordinate internal meetings and events.
• Ensure Concierge areas, lobbies, and customer-facing environments present to premium standards.
• Conduct regular inspections, report maintenance issues, and ensure prompt resolution.
• Collaborate with cleaning and facilities teams to maintain exceptional presentation.
• Support emergency management procedures and building operations.
• Ensure team maintains emergency awareness and training requirements.
• Assist with evacuations and business continuity processes.
• Maintain all relevant training and compliance records.
• Maintain strong understanding of International Towers operations, facilities, and tenant services.
• Promote workplace health, safety, and wellbeing initiatives.
• Embrace and enact all Incident and Injury Free (IIF) principles.
• Support the Management Team with operational requests.
• Participate in industry forums to continuously improve service delivery.

Requirements

• Minimum 2 years' experience in a Concierge, Hospitality, Customer Experience, Workplace Experience or Property Management environment.
• Previous experience leading and managing customer-facing teams.
• Demonstrated experience in performance management, coaching, and staff development.
• Willingness to obtain Floor Warden qualification.

Skills

• Concierge
• Hospitality
• Customer Experience
• Workplace Experience
• Property Management
• Team Leadership
• Performance Management
• Coaching
• Staff Development
• Event Coordination
• Activation Coordination
• Customer Engagement Programs
• First Aid

Location

• On-site – Barangaroo, NSW

Work Type

• On-site

Experience Level

• Minimum 2 years' experience
• Previous experience leading and managing customer-facing teams
• Experience in premium commercial property, hotels, workplace hospitality or customer experience environments highly desirable
• Demonstrated experience in performance management, coaching and staff development
• Experience coordinating events, activations or customer engagement programs desirable

Education Level

• Certificate or Diploma in Hospitality, Business, Customer Experience or related field desirable
• First Aid qualification or willingness to obtain
• Willingness to obtain Floor Warden qualification

Benefits

• Great employee discounts off fitness, wellbeing & other renowned brands
• 18 weeks paid maternity leave
• Private Health Insurance Discounts
• Active Social Club
• Employee assistant program
• Novated Lease for EV cars
• Paid time off for volunteer work
• Career Opportunities with Australia's #1 Commercial Real Estate firm
• Premium offices

About the Company

• 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.
• Shaping the future of real estate for a better world
• At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities.
• With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.
• We bring to life a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working.
• We approach our work in a warmer, more optimistic, and inclusive way.
• JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.
• Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.

Equal Opportunity

• As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings.
• JLL is committed to equal opportunity regardless of race, gender, age, sexual orientation or disability, and that is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies.
• We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military.
• We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.
• Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.
• If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com.