Senior Team Lead (Concierge)

• Embrace challenges as opportunities for creative solutions - we see every obstacle as a chance to shine!
• Collaborate! Teamwork is everything. We work closely together to ensure every event runs seamlessly, creating an exceptional experience for our clients.
• Drive solutions - Take on challenges with a proactive mindset and deliver results under pressure.
• Lead with flexibility - Be adaptable to shifting priorities, while confidently communicating with teams and stakeholders.
• Be the glue that holds it together - Coordinate moving parts, ensuring smooth operations while managing multiple tasks efficiently.
• Foster strong relationships with the client and key stakeholders through effective communication and regular meetings, ensuring their needs are met with the highest standards of service.
• Conduct daily, weekly, and monthly inspections to ensure maximum cleanliness and security. Record and address any maintenance and cleanliness issues promptly, and lead monthly walkthroughs with key stakeholders.
• Oversee internal event communications, attend planning and run sheet meetings, and ensure clear coordination and direction for all stakeholders involved.
• Ensure in-house audio/visual equipment are maintained to the highest standard, ensuring all technical aspects of events run smoothly.
• Manage the inventory of stationery, equipment, and stock required for events, ensuring everything is presented in line with professional standards.
• Collect and relay event feedback to relevant departments for immediate or post-event action, continuously improving service quality.
• Think outside the box to create exciting and memorable experiences for clients, turning challenges into opportunities for creative solutions.
• Handle all inbound enquiries via phone and email, providing prompt and professional responses.
• Manage events and projects autonomously from start to finish, ensuring all planning and logistical tasks are completed on time and to a high standard.
• Address guest feedback with care, resolving issues promptly to maintain our reputation for excellence.
• Oversee the full reservations process, from initial inquiry to guest departure, ensuring an outstanding experience at every step.
• Handle accommodation reservations over the phone, email, and reservations tool, processing and inputting reservations into the system. Assist with reservation enquiries, cancellations, and amendments, and effectively manage group bookings, corporate clients, and travel agents.
• Meticulous attention to detail is required to ensure any changes are relayed to relevant stakeholders for a seamless customer experience.

• Competitive salary packaging
• Access to staff discounts with wide range of companies
• Ongoing learning and development opportunities
• Internal opportunities within our global organisation
• Positive company culture

• A can-do, positive and energetic attitude with a desire to grow and learn.
• Demonstrated ability to deliver outstanding customer experiences, with a genuine focus on client satisfaction.
• Previous experience in a similar role with small and large scale reservations, conferences or event management.
• Maintain composure and effectiveness in a fast-paced, high-pressure environment.
• Strong proficiency in computer applications
• Proven ability to work effectively in a team environment, fostering strong relationships with colleagues and stakeholders.
• Hands-on leader who is willing to get involved in all aspects of operations, setting a positive example for the team.
• Exceptional time management and organisational skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
• Strong written and verbal communication skills.
• Proactive problem-solver who anticipates challenges and implements creative solutions, while adapting to changing priorities with ease.

• Microsoft Office suite and ServiceNow experience preferred
• Hotel, event, reservations, and projects experience preferred

ISS Facility Services