Area Manager Dexus NSW

Accor Apartments & Realty; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Accor Apartments & Realty in Sydney, NSW seeks an Area Manager for Dexus NSW to lead Accor services across the regional Dexus portfolio. You will plan, direct, and coordinate customer experience activities, acting as Accor’s representative to Dexus Property Teams.

Build a strong identity for Dexus, deliver on Accor’s client promise, and drive service excellence. You will oversee teams, ensure policy adherence, manage budgets, and spearhead tenant activation initiatives to elevate overall service

Qualifications

• Experience leading Customer Experience/Concierge teams.
• Ability to navigate complex stakeholder environments and build relationships.
• Commitment to Accor’s HEARTIST culture and values; National Police Check may be required.

Responsibilities

• Supervise and train Customer Experience Managers and Concierge team members.
• Oversee recruitment, performance appraisals, and drive productivity and morale.
• Ensure adherence to policies, clear inter-department communication.
• Respond to customer complaints and develop tenant service strategies.
• Prepare rosters within budget and maintain equipment.
• Manage SLAs and KPIs, ensure privacy act compliance.
• Lead planning, delivery, and budgeting of customer activations.

Skills

Leadership

Stakeholder management

Commercial acumen

Strategic thinking

Communication

Networking

Entrepreneurial mindset

Job description

Purpose

As the Area Manager for Dexus NSW, you will oversee the leadership of Accor services across the regional portfolio of Dexus Properties. In this role, you will be responsible for planning, directing, controlling, and coordinating all customer experience activities, acting as Accor's key representative to Dexus Property Teams. Additionally, you will work to establish a strong identity for Dexus, build a reputation for excellence, and deliver on Accor’s client promise

Primary Responsibilities

• Supervise, support, and train Customer Experience Managers and Concierge Team Members, oversee recruitment and performance appraisals, and implement strategies to enhance productivity and morale.
• Ensure all team members understand and adhere to company policies and procedures, communicate updates clearly, and foster open communication between departments.
• Respond promptly to customer complaints, implement tenant service strategies, and develop “What Good Looks Like” guides and site-specific manuals to exceed tenant and Dexus expectations
• Prepare team rosters within budgetary guidelines, manage scheduling to ensure optimal coverage, and maintain all operating equipment in good working order
• Manage Accor Service Level Agreements, achieve contractual KPIs, enforce the Privacy Act, and ensure compliance across the property portfolio
• Lead the planning, implementation, delivery, communication, review, and budgeting of Customer Activations to support Customer Experience Managers and enhance overall service delivery

Skills and Experience

• Strong leadership skills with the ability to coach, mentor, and inspire teams
• Proven ability to navigate complex stakeholder environments and build strong relationships
• Commercially savvy with sound decision-making skills and an understanding of business implications
• Strategic thinker with a passion for hospitality operations and an awareness of emerging industry trends
• Excellent communication, negotiation, and networking skills, with a focus on fostering collaboration
• Driven, flexible, and entrepreneurial, with a commitment to embodying Accor’s values and HEARTIST® culture
• All successful candidates will be required to hold a valid National Police Check