JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Shaping the future of real estate for a better world
At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.
We bring to life a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.
JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.
What this opportunity involves:
The Head Concierge is responsible for leading the delivery of exceptional concierge services across International Towers, ensuring a premium customer experience for all Tenant Partners, visitors and guests. The role is responsible for maintaining and continuously improving service standards, operational excellence and the presentation of concierge environments across the Towers. The Head Concierge acts as the primary contact of the Concierge team and is responsible for developing service procedures, training materials and customer experience initiatives that support the International Towers vision and brand standards. This role also supports the Head of Partnerships in the delivery of customer engagement programs, activations, campaigns and events whilst overseeing meeting room operations, administration and office management functions.
An overview of the role:
Concierge Services
International Towers Sydney stands at the heart of Barangaroo's commercial precinct, enhancing Sydney's position as a major global financial and professional services hub. This thriving gateway to Sydney's CBD offers extensive transport connections, vibrant retail experiences, and a dynamic environment from dawn till late.
International Towers Sydney delivers exceptional customer service, providing beautiful, engaging and efficient spaces for Tenant Partners and visitors. The Head Concierge leads the Concierge function to ensure all tenants, visitors, contractors and stakeholders receive a professional, warm and memorable experience at every interaction.
Responsibilities include:
Lead and supervise daily Concierge operations across International Towers, ensuring consistent delivery of exceptional service standards. Monitor customer interactions, resolve escalated enquiries and complaints professionally, and maintain visible presence in lobbies to ensure service excellence. Foster a culture of hospitality, accountability and continuous improvement aligned with International Towers brand standards.
Brand Ambassador
Ensure customer touchpoints convey the brand consistently and effectively. Understand and uphold International Towers Foundations, brand and community standards.
Team Leadership & Development
Manage team rosters, schedules, performance and conduct. Provide coaching, conduct regular reviews and identify training needs. Support recruitment, onboarding and induction of new team members. Create and maintain training manuals, SOPs and service guides. Promote a positive, high-performing team culture.
Customer Experience & Service Standards
Review and improve customer touchpoints throughout the Towers. Develop service standards, procedures and frameworks. Conduct quality assurance reviews and identify opportunities to elevate the customer journey. Partner with building management to ensure seamless experiences and support tenant engagement initiatives. Participate in Tenant Partner Satisfaction Surveys and action planning.
Activations, Campaigns & Events
Support planning, coordination and delivery of tenant activations, campaigns and events. Assist with logistics including registrations, supplier coordination, set-up and communications. Support wellness programs and community initiatives. Represent International Towers at customer events and networking functions.
Administration & Office Management
Assist with invoice processing, purchase orders and budget tracking. Maintain operational records, training documentation and service records. Prepare reports on customer service, team performance and operations. Utilize business systems including HR, Payroll, Invoicing and Tenant Engagement Platforms. Maintain Management Office integrity and coordinate internal meetings and events.
Property Presentation
Ensure Concierge areas, lobbies and customer-facing environments present to premium standards. Conduct regular inspections, report maintenance issues and ensure prompt resolution. Collaborate with cleaning and facilities teams to maintain exceptional presentation.
Emergency Procedures
Support emergency management procedures and building operations. Ensure team maintains emergency awareness and training requirements. Assist with evacuations and business continuity processes. Maintain all relevant training and compliance records.
General
Maintain strong understanding of International Towers operations, facilities and tenant services. Promote workplace health, safety and wellbeing initiatives. Embrace and enact all Incident and Injury Free (IIF) principles. Support the Management Team with operational requests and participate in industry forums to continuously improve service delivery.
Sounds like you? This is what we are looking for:
Minimum 2 years' experience in a Concierge, Hospitality, Customer Experience, Workplace Experience or Property Management environment.
Previous experience leading and managing customer-facing teams.
Experience in premium commercial property, hotels, workplace hospitality or customer experience environments highly desirable.
Demonstrated experience in performance management, coaching and staff development.
Experience coordinating events, activations or customer engagement programs desirable.
Certificate or Diploma in Hospitality, Business, Customer Experience or related field desirable. First Aid qualification or willingness to obtain.
Willingness to obtain Floor Warden qualification.
Benefits:
Great employee discounts off fitness, wellbeing & other renowned brands
18 weeks paid maternity leave
Private Health Insurance Discounts
Active Social Club
Employee assistant program
Novated Lease for EV cars
Paid time off for volunteer work
Career Opportunities with Australia's #1 Commercial Real Estate firm
Premium offices
What you can expect from us:
You’ll join an entrepreneurial, inclusive culture. One where the best inspire the best. Where like-minded people work naturally together to achieve great things. Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.
As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity regardless of race, gender, age, sexual orientation or disability, and that is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.
Interested candidates, please apply following the link below quoting job reference number REQ520678
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
