Business Hub Manager

Accor Apartments & Realty; Melbourne; On-site; AUD 80,000 - 100,000; Full time

Job summary

Accor Apartments & Realty in Melbourne is seeking a hands-on Business Hub Manager to lead the Concierge and Business Hub within the Workplace Services Team, reporting to the State Operations Manager. You will focus on delivering outstanding service to tenants and visitors, acting as the front-line brand ambassador, and mentoring the Executive Concierge to uphold premium standards.

The role emphasizes proactive engagement, feedback collection, and participation in CX initiatives to continuously

Qualifications

• Candidates with strong customer service background in hospitality or hotel operations.
• Excellent written and verbal communication skills.
• Proven experience in a customer experience role.
• Passion for people and delivering premium service.

Responsibilities

• Lead the Concierge and Business Hub team to welcome tenants and visitors.
• Act as a knowledge hub about the asset, precinct and services.
• Represent Accor to owners, tenants and visitors, mentoring the Executive Concierge.
• Gather feedback and collaborate on CX activations to improve the guest experience.

Skills

Customer service

Hospitality

Communication skills

People leadership

Job description

Purpose

As Business Hub Manager, you will be a vital asset within our Workplace Services Team. Reporting directly to the State Operations Manager, your primary responsibility will encompass overseeing the operations of the site's Concierge & Business Hub services. Your main goal is to maintain an unwavering commitment to delivering outstanding service, actively engage with tenants, and offer support for tenant activation initiatives whenever needed.

Primary Responsibilities

• Ensure that both you and your team prioritise the proactive welcoming and servicing of tenants and visitors to the property
• You will be a key source of knowledge for tenants and visitors about the asset, local precinct and business hub.
• Your role will be centred in the lobby area of the designated office building, which includes spending time at the Concierge desk and business hub while engaging with tenants, retailers, and visitors as you move throughout the lobby, business hub and the building precinct
• You are the face of Accor to the building owner/manager, tenants, and visitors, and play a pivotal role in representing our brand, as well as our client's brand. You also serve as a mentor and leader to the Executive Concierge on your team
• Identify opportunities and innovative ways to enhance the customer experience by collecting and analysing feedback, engaging with tenants, and staying attuned to emerging trends
• Implement best practices and participate in CX activations, engaging in Heartist Engagement and quality assurance programs while providing necessary training and support to your team
• Embrace the Accor values and lead by example in demonstrating the spirit of the values in all actions and interactions

Skills and Experience

• A strong customer/hospitality/hotel background with demonstrated experience in delivering exemplary customer service
• Written and verbal communication skills
• Previous experience in a customer experience role
• Strong passion for people, curating experiences for others and in leading premium service delivery