Concierge General Manager - Aura

The Etymon vision to create, curate and manage world class hospitality, lifestyle and leisure businesses within Australia, China, Los Angeles, London and Singapore.  We want to work with people who align with the Etymon values of Excellence, Innovation, Integrity and Passion and who want to be a part of a growing hospitality services business with people at its centre.  

We believe the new must have ultra-luxury benchmark for apartment living is a 5-star concierge. This is our pursuit in Etymon Concierge. More than just a ‘signature style’ concierge service, Etymon Concierge is Sydney’s only 360-degree residential lifestyle offering dictated by the needs and wants or our building’s discerning residents, all delivered with exceptional service.  

The Role

The Concierge General Manager leads the Etymon Concierge Team within the new development, Aura by Aqualand. This role is the conduit and main point of contact for all the Aura residents and strata with a high level of effectiveness managing the stakeholders, both external and internal. 

As the Concierge General Manager your role will be ensuring all services are smoothly integrated into the relevant site offering residents an exclusive five-star, hotel-style experience whilst delivering growth and developing new commercial opportunities to the business and service model. 

The Concierge General Manager must be a team player, embody Etymon’s values with and be prepared to drive a team who want to serve residential communities and add value to Aqualand and other developments. 

Responsibilities

People & Leadership

• Provide leadership and drive and develop the concierge team. 
• Ensure a clear resourcing plan with short and long term in mind, succession, and retention as key focuses. 
• Ensure onboarding and training plans are in place for all the concierges. 
• Ensure the process, execution and follow up of a review plan is in place for all employees. 
• Work with the Director of Operations to build out the Concierge Teams in other buildings if required. 

Operations

• Responsible for all Concierge operations within each building ensuring oversight of procedures and policies for each building, including documentation and databases, inspections, liaising with security personnel and reporting to Strata Management.
• Must have in-depth knowledge and competency of operations including manual operation of building doors and lifts, fire and evacuation procedures, CCTV, mail management, waste management, First Aid and Loading Bays.

Concierge Service

• Demonstrate and enforce excellence in guest experience, service standards and product presentation across the residential building. 
• Always looking to innovate and find new ways of delivering lifestyle experiences, adding value to the residential daily routines. 
• Deliver excellence in the curation of lifestyle experiences for the residents, with a pipeline of new initiatives for implementation or reviewed as required.
• Oversight and Responsibility for developing a VIP program that extends beyond building management. 

Financials

• Manage and review monthly the Etymon Concierge P&L with the Director of Operations
• Provide an overview of the month of Concierge in each building to explain further each monthly P&L.
• Assist the Director of Operations to prepare and implement the annual budget for the Concierge Business Model, revenue flows are maximised, and fixed and variable costs are minimised. 

Compliance

• Ensure Concierge workspaces are clean, ambient and professional for team members. 
• Represent Etymon Concierge on the Etymon HSE Committee.
• Cooperate with all HSE policies, procedures and processes in conjunction with best practises and relevant authorities and ensure all concierge staff do the same. 
• Ensure thorough security and access policies are in place and enforced. 

Relationships

• Responsible to drive relationships within the Concierge Team as they are key to the business and our success.
• Develop a professional relationship with the Building Manager at each building based on honesty, transparency and effectiveness that supports business and team improvement. 
• Communicate and work effectively with other Etymon staff, Aqualand staff, contractors, supervisory/management and residents' staff for each building.
• Develop and maintain relationships with our suppliers, hotel concierge and industry personnel. 

Key Behaviours/Skills

• Highest attention to detail.
• Impeccable presentation that signifies 5-star service.
• High level of integrity and emotional intelligence. 
• High level of discretion and confidentiality practices.
• Excellence in stakeholder management. 
• Personable, approachable and loves a sense of fun. 
• 5 years + experience in high end service environment. Preferably Concierge. 
• 5 years + in a leadership / management role. 
• An understanding of public relations and security skills. 
• Knowledgeable on local district and its services, and Sydney metro experiences / curation. 
• Able to manage multiple competing priorities and deadlines. 
• Strong collaborator, ability to take the lead to keep projects on track and hold other accountable.