Guest/Concierge Services Manager (Head Concierge)

About Excel Building Management

Excel Building Management provides building management and concierge services across residential and commercial strata properties in Sydney.

We are committed to delivering professional, responsive and consistent services to residents and clients through well-supported teams and established operational procedures.

About the Role

Working closely with the Building Manager, you will supervise and coordinate the concierge team, allocate daily duties, monitor staff performance and coordinate the delivery of front-of-house services. You will oversee resident enquiries, complaints and service requests, provide guidance to team members and maintain consistent service standards across daily concierge operations.

The role focuses on the coordination of front-of-house services, team performance, resident enquiries and service requests, and the consistent delivery of concierge services in accordance with company procedures and the operational requirements of the property.

Key Responsibilities

• Supervise, coordinate and monitor the daily work of concierge team members to ensure efficient service delivery and consistent professional standards.
• Allocate and coordinate concierge duties according to operational requirements and resident service needs.
• Train, guide and support concierge employees in service procedures, communication standards and the handling of resident enquiries.
• Monitor employee performance, presentation and service quality, providing feedback and escalating performance concerns where appropriate.
• Coordinate daily concierge operations, including reception services, resident enquiries, service requests and front-of-house activities.
• Respond to escalated resident enquiries and complaints, coordinating appropriate follow-up and communicating outcomes where required.
• Ensure residents receive timely and professional assistance and that requests are recorded, monitored and referred to the appropriate personnel.
• Coordinate concierge team activities with the Building Manager and other relevant personnel to maintain consistent service delivery.
• Maintain concierge operational records, service logs, incident reports and relevant administrative documentation.
• Monitor compliance with established concierge procedures, workplace safety requirements and emergency response protocols, escalating incidents as appropriate.
• Coordinate resident move-in and move-out arrangements, visitor enquiries and contractor or service-provider access in accordance with site procedures.
• Monitor service delivery against company procedures and identify opportunities to improve concierge operations and resident satisfaction.
• Assist with front-of-house and reception duties when required to maintain service continuity.

About You

We are seeking a service-oriented professional with experience supervising or coordinating concierge, guest services, reception or comparable front-of-house operations, including the coordination of team duties and the maintenance of service standards. The successful candidate will demonstrate:

• Experience supervising or coordinating a concierge, guest services, reception or comparable service team.
• The ability to allocate work, guide employees and monitor service delivery and performance.
• Strong communication and interpersonal skills, including the ability to respond professionally to enquiries and complaints.
• Experience coordinating daily service operations and maintaining consistent customer service standards.
• Strong organisational skills and the ability to manage competing service requests and operational priorities.
• Experience maintaining service records, preparing reports and following established procedures.
• Sound judgement when responding to service issues, incidents and emergency situations.
• Proficiency in Microsoft Office, email and electronic record-management systems.
• A professional presentation and a commitment to responsive, high-quality service.

Experience in premium residential concierge operations, hospitality, guest services or a comparable customer-facing environment will be highly regarded.

What We Offer

• A stable, full-time opportunity within an established Sydney building management company.
• A professional and supportive working environment.
• Ongoing training and development.
• Opportunities for career progression within our business.
• Access to company recognition programs, including our Loyalty Award and Exceptional Performance Award initiatives.

Application Process

To apply, please submit your current resume outlining your relevant supervisory, service coordination and customer service experience.

Shortlisted candidates may be invited to participate in interviews and reference checks. A police check and any role-specific licences or clearances will be required where applicable.

Excel Building Management is committed to a fair and genuine recruitment process. Applications will be assessed against the skills, experience and requirements of the position.

We thank all applicants for their interest. Only shortlisted candidates will be contacted.