Lobby/Client Suites Supervisor

Lobby and Client Suites Supervisor

Location: On-site - Sydney, NSW

The Lobby and Client Suites Supervisor is responsible for overseeing the day-to-day operations of the Lobby Concierge and Client Suites Concierge teams, ensuring the delivery of exceptional hospitality and client service experiences. Reporting to the Guest Services Lead, this role provides leadership, operational oversight, and team development to ensure seamless service delivery across all lobby and client-facing spaces.

Responsibilities

Operations Management

Oversee the daily operations of the lobby and client suites areas, ensuring an exceptional guest and client experience at all times. Maintain high service standards and proactively identify opportunities for service improvement. Monitor operational performance, address issues promptly, and implement effective solutions to minimize disruption. Ensure all workplace, security, and compliance procedures are followed consistently. Provide regular operational updates and escalates issues to the Guest Services Lead as required.

Team Leadership and Workforce Management

Lead, coach, and motivate the Lobby and Client Suites Concierge teams to deliver outstanding customer service. Develop and manage team rosters to ensure adequate coverage across all operating hours, including special events and business requirements. Coordinate shift allocations, manage leave requests, and arrange appropriate coverage for planned and unplanned absences. Conduct regular performance discussions, provide feedback, and support professional development opportunities for team members. Foster a collaborative and positive team culture focused on service excellence and continuous improvement.

Event and VIP Coordination

Coordinate access passes and guest management requirements for meetings, events, and VIP visits. Liaise with internal stakeholders, security teams, and event organisers to ensure seamless guest arrivals and departures. Ensure appropriate staffing levels are maintained for before-hours and after-hours events. Maintain accurate event records and ensure all event-related activities comply with workplace policies and procedures. Support high-profile meetings and events by delivering a premium hospitality experience for guests and stakeholders.

Client Experience and Service Excellence

Act as a key point of escalation for service-related issues, resolving concerns professionally and efficiently. Monitor client feedback and identify opportunities to enhance the overall workplace and guest experience. Promote a hospitality-driven culture that prioritises professionalism, responsiveness, and attention to detail. Ensure consistent delivery of service standards across all client-facing areas.

Cross-Departmental Support

Provide operational support and coverage for the Private Wealth Lounge and other hospitality functions as required. Collaborate with workplace, facilities, security, and event teams to ensure seamless service delivery throughout the workplace. Assist with business continuity planning and operational requirements as needed.

Training and Development

Design, implement, and deliver onboarding and training programmes for new Concierge team members. Conduct ongoing coaching and skills development sessions to maintain service standards and operational competency. Monitor training progress and maintain accurate training records.

Qualifications

• Minimum three years of experience in hospitality, concierge services, workplace experience, customer service, or a related client-facing environment
• Demonstrated ability to coordinate multiple priorities while maintaining exceptional service standards
• Experience managing rosters, workforce planning, and operational schedules
• Strong stakeholder management and relationship-building skills
• Strong organisational skills with exceptional attention to detail
• Proven ability to lead, coach, and develop team members
• Effective problem-solving and conflict resolution skills
• Ability to remain calm and professional in challenging situations
• High level of adaptability and flexibility, including availability to work outside standard operating hours when required

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 Commercial Real Estate firm
• Premium offices

Equal Opportunity Employer

JLL is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at . We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military.

Application

Interested candidates, please apply quoting job reference number ABREQ519988. Location: On-site - Sydney, NSW.