THE ROLE

We have a newly created position for an experienced Head Residential Concierge to join the luxurious Crown Sydney in a full-time and permanent capacity. Leading a team of 10, you’ll drive efficient daily operational activity and functions of the department, whilst being the centralised contact for our on-site Residents of One Barangaroo.
Reporting into the Luxury Service Manager, you’ll work closely with the Hotel Manager and the GM Hospitality to ensure clear, concise and effective communication between Crown Sydney and our residents. Your success will be measured by your ability to problem solve and work with other departments to achieve desired outcomes, ensuring that Crown meets its obligations to residents through the hospitality service agreements.
This rare and exciting opportunity presents a chance for an exceptionally presented hotel professional to step into a role to deliver elevated levels of experience for our residents, in a one-of-a-kind property and luxury brand.

SOME OF THE KEY RESPONSIBILITIES WILL INVOLVE:

• Being the main point of contact for the Residents for any escalations and/or complex issues raised
• Driving effective and efficient department operational activity, whilst seeking continuous improvement
• Partnering with the Building & Strata Managers to communicate and resolve any issues, promptly and concisely
• Maintaining open and transparent lines of communication for senior leaders and Crown Executives
• Effective rostering in line with labour targets, without compromising on service agreements or experience
• Working collaboratively with various departments across the property such as Hotels, F&B, Gaming, Security and Property Services
• Elevating guest experiences by developing a ‘customer-first’ mentality within the team
• Leading, coaching and mentoring the Residential Concierge team to achieve successful outcomes and KPIs
• Recruitment, training and performance management of the team, ensuring alignment to service standards