Head Concierge

Excel Building Management Pty Ltd; Sydney; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Uniform provided

Loyalty Bonus Program

Exceptional Performance Award

Job summary

Excel Building Management Pty Ltd is seeking a Head Concierge to lead the Concierge team at one of our premium residential properties in Sydney. You will be the face of the building and ensure exceptional service levels for residents and guests while coordinating with the Building Manager and stakeholders.

The role requires strong leadership, a service-focused mindset and experience in premium hospitality or high-end residential environments.

Qualifications

• Experience leading a concierge or front-of-house team.
• Track record in delivering premium customer service.
• Strong communication and interpersonal skills.
• Ability to train and develop staff and manage rosters.

Responsibilities

• Lead and support the Concierge team to maintain high service standards.
• Provide 5-star customer service to residents and guests.
• Oversee induction, training and ongoing development of team members.
• Coordinate daily Concierge operations and roster coverage.
• Collaborate with Building Manager on operations and resident matters.
• Foster relationships with residents, contractors and service providers.
• Manage inquiries, requests and complaints professionally.
• Monitor access, deliveries, and security-related items.
• Maintain building records and incident reports.

Skills

Leadership

Customer service

Communication

Organization

Microsoft Office

Building management systems

Problem solving

Tools

Microsoft Office

Email systems

Job description

Excel Building Management is a leading Building and Facilities Management company servicing Sydney’s premium residential and commercial strata markets.

We provide in-house Building Management and Concierge services across a portfolio of high-profile properties throughout Sydney.

At Excel, our people are our greatest asset. Our site teams are supported by a dedicated Head Office team, with many of our employees having progressed internally into senior and management positions. We are committed to providing a professional, supportive environment with opportunities for long-term career development.

About the Role

We are seeking an experienced, professional and service-focused Head Concierge to lead the Concierge team at one of our premium residential properties.

As Head Concierge, you will be the face of the building and play a key leadership role in ensuring residents and guests consistently receive an exceptional level of service.

You will work closely with the Building Manager, Concierge team, residents, contractors and other stakeholders to maintain high standards of service, presentation, security and day-to-day operations.

Key Responsibilities

Lead and support the Concierge team, ensuring consistently high standards of service

Deliver professional, friendly and personalised 5-star customer service to residents and guests

Assist with the induction, training and ongoing development of Concierge team members

Coordinate daily Concierge operations and assist with roster coverage where required

Work closely with the Building Manager regarding building operations, resident matters and By-Law compliance

Build strong professional relationships with residents, committee members, contractors and service providers

Manage resident enquiries, requests and complaints professionally and efficiently

Monitor visitors, contractors, deliveries and movement throughout the building

Manage resident keys, access devices, parcels and other security-related items

Maintain accurate building records, databases and key registers

Respond to emails, telephone calls and security intercom enquiries

Conduct internal and external building patrols as required

Prepare incident reports and assist with emergency response procedures

Ensure Concierge, lobby and front-of-house areas are maintained to a premium presentation standard

Review and approve timesheets where required

Ensure the team follows site procedures and Excel policies and standards

Escalate operational, security and resident matters to the Building Manager as appropriate

About You

To be successful in this role, you will ideally have:

Previous experience in a Head Concierge, Senior Concierge, Front Office Supervisor, Guest Services or similar leadership role

Strong leadership skills with the ability to support and guide a team

Previous experience in premium residential, hotel, hospitality or other high-level customer service environments

Exceptional customer service and relationship-building skills

Excellent written and verbal communication skills

Strong administrative and organisational skills

Confidence dealing professionally with residents, contractors and other stakeholders

Good computer literacy, including Microsoft Office, email and building management systems

A professional presentation and service-focused approach

Reliability, punctuality, initiative and strong attention to detail

Ability to remain calm and professional when responding to incidents or challenging situations

NSW Security Licence: Please add this as an essential requirement if this particular Head Concierge position requires one.

What We Offer

Long-term, stable employment with an established Sydney company

Leadership role within a premium residential environment

Support from an experienced Building Manager and dedicated Head Office team

Uniform provided

Comprehensive site induction and training

Opportunities for ongoing professional development and internal career progression

Loyalty Bonus Program – financial rewards for eligible employees reaching 3, 5, 7 and 10 years of service

Exceptional Performance Award – recognising team members who demonstrate outstanding performance and contribution

Supportive and professional working environment