Guest Experience Lead, Front Desk & Concierge

U@Mq Limited; Sydney; On-site; AUD 100,000 - 150,000; Full time

Job summary

Accor is seeking a Customer Experience Manager in Sydney to oversee customer experience within a designated portfolio, ensuring budgeted delivery and communication of activities. You will lead a team of Head Concierge and Concierge Executives, craft engaging content for social media, and drive improvements based on feedback and trends.

Strong leadership and hospitality experience are essential. The role emphasizes delivering premium service, aligning with Accor's client promise, and embedding

Qualifications

• Experience leading small teams and cultivating stakeholder relationships.
• Excellent written and verbal communication with strong administrative acumen.
• Extensive leadership in hospitality, events, sales or marketing roles.
• Candidate must hold a valid National Police Check.

Responsibilities

• Manage end-to-end Customer Engagement plans with budget compliance.
• Oversee day-to-day operations to meet CX KPIs in the portfolio.
• Lead a team of Head Concierge and Concierge Executives to enhance experience.
• Craft engaging content for social media and online platforms.
• Innovate the customer experience based on feedback and trends.
• Assist Area Manager in talent management including recruitment and rostering.

Skills

Leadership

Stakeholder relationships

Communication

People management

Hospitality experience

Job description

Accor is seeking a Customer Experience Manager in Sydney to oversee customer experience within a designated portfolio, ensuring budgeted delivery and communication of activities. You will lead a team of Head Concierge and Concierge Executives, craft engaging content for social media, and drive improvements based on feedback and trends.

Strong leadership and hospitality experience are essential. The role emphasizes delivering premium service, aligning with Accor's client promise, and embedding