Job Description

Join the Assetlink Team

At Assetlink, People First isn’t just a value, it’s how we work every day. We believe everyone matters, and we’re proud of the role our teams play in creating welcoming, safe and memorable environments for our customers and communities.

An exciting opportunity is available for an experienced and customer-focused Concierge Manager to lead our Guest Experience team at our Macquarie Centre site.

This is a hands-on leadership role for someone who is passionate about service excellence, enjoys developing people and can build strong relationships with clients, retailers, customers and internal stakeholders.

About the Role

As Concierge Manager, you will be responsible for leading the day-to-day delivery of concierge and guest experience services across the property.

You will set the standard for customer service, presentation and professionalism, while coaching and supporting the concierge team to consistently deliver an exceptional experience.

You will work closely with Centre Management, Assetlink leadership and key stakeholders to identify opportunities to improve service delivery, strengthen the customer experience and ensure the team remains aligned with the property’s brand and service expectations.

What You’ll Be Doing

• Lead, support and motivate the Concierge and Guest Experience team.
• Drive consistently high standards of customer service and guest experience.
• Manage day-to-day concierge operations, team performance and service delivery.
• Coach, mentor and provide ongoing training to team members.
• Ensure the team has a strong understanding of retailers, facilities, services and activities across the property.
• Build strong working relationships with Centre Management, retailers and key stakeholders.
• Attend Centre Management and operational meetings as required.
• Identify opportunities to improve customer service processes and overall guest experience.
• Provide regular feedback on customer trends, service opportunities and property presentation.
• Support the delivery of property campaigns, promotions, events and customer initiatives.
• Manage customer enquiries, complaints and challenging situations in a professional and diplomatic manner.
• Ensure concierge communications and service standards support the property’s brand and positioning.
• Oversee the administration and availability of customer equipment including wheelchairs, mobility scooters, prams and lockers.
• Maintain awareness of WHS requirements, identify potential risks and escalate concerns appropriately.
• Ensure the team understands and follows emergency, evacuation and site procedures.
• Work closely with Assetlink’s Customer Experience leadership team to support ongoing training and continuous improvement.

What We’re Looking For

You will be an experienced customer service leader who takes pride in creating outstanding customer experiences.

You will bring:

• Previous experience leading a customer service, concierge, hospitality, retail or guest experience team.
• Strong leadership, coaching and team-development skills.
• Excellent communication and interpersonal skills.
• A professional, confident and approachable manner.
• Strong customer service and problem-solving skills.
• The ability to handle difficult or sensitive situations calmly and professionally.
• Excellent presentation and organisational skills.
• A proactive approach to identifying service improvements.
• Strong relationship-building skills with clients, retailers and stakeholders.
• Confidence working in a busy, customer-facing environment.
• Good written communication and administrative skills.
• Competency across Microsoft Word, Excel, Outlook and other business systems.
• A strong commitment to workplace safety and service excellence.

Why Join Assetlink?

• Lead a team that directly shapes the customer experience.
• Work within a dynamic and professional customer-focused environment.
• Ongoing support, training and development.
• Opportunity to develop your leadership and customer experience career.
• Be part of an organisation that genuinely values its people.

If you are an experienced customer service leader who is passionate about creating exceptional experiences and bringing out the best in your team, we would love to hear from you.

Apply now to join the Assetlink team.