The Head Concierge is responsible for leading the delivery of exceptional concierge services across International Towers Sydney, ensuring a premium customer experience for all Tenant Partners, visitors, and guests. The role maintains and continuously improves service standards, operational excellence and the presentation of concierge environments across the Towers.

Responsibilities

- Lead and supervise daily Concierge operations across International Towers, ensuring consistent delivery of exceptional service standards.
- Monitor customer interactions, resolve escalated enquiries and complaints professionally, and maintain visible presence in lobbies to ensure service excellence.
- Foster a culture of hospitality, accountability and continuous improvement aligned with International Towers brand standards.
- Brand Ambassador – Ensure customer touchpoints convey the brand consistently and effectively; understand and uphold International Towers Foundations, brand and community standards.
- Team Leadership & Development – 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.
- Customer Experience & Service Standards – 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.
- Activations, Campaigns & Events – 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.
- Property Presentation – 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.
- Emergency Procedures – 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 robust 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 and participate in industry forums to continuously improve service delivery.

Qualifications

- Minimum 2 years' experience in a Concierge, Hospitality, Customer Experience, Workplace Experience or Property Management environment.
- 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.
- 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 and 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.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. JLL is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

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📌 Head Concierge (City of Sydney)
🏢 Jones Lang Lasalle
📍 City of Sydney