Area Manager in Sydney

Accor Hospitality Services is pioneering the transformation of tomorrow's world by addressing the daily hospitality requirements of our partners throughout Australia. Our core focus is on delivering tailor-made, human-centric hospitality solutions. Accor's vision of an augmented hospitality experience transcends the confines of our hotels, taking root within our HEARTIST culture and team ethos.

As the Area Manager for Dexus NSW, you will oversee the leadership of Accor services across the regional portfolio of Dexus Properties. In this role, you will be responsible for planning, directing, controlling, and coordinating all customer experience activities, acting as Accor's key representative to Dexus Property Teams. Additionally, you will work to establish a strong identity for Dexus, build a reputation for excellence, and deliver on Accor’s client promise.

Primary Responsibilities

• Supervise, support, and train Customer Experience Managers and Concierge Team Members, oversee recruitment and performance appraisals, and implement strategies to enhance productivity and morale.
• Ensure all team members understand and adhere to company policies and procedures, communicate updates clearly, and foster open communication between departments.
• Respond promptly to customer complaints, implement tenant service strategies, and develop “What Good Looks Like” guides and site-specific manuals to exceed tenant and Dexus expectations.
• Prepare team rosters within budgetary guidelines, manage scheduling to ensure optimal coverage, and maintain all operating equipment in good working order.
• Manage Accor Service Level Agreements, achieve contractual KPIs, enforce the Privacy Act, and ensure compliance across the property portfolio.
• Lead the planning, implementation, delivery, communication, review, and budgeting of Customer Activations to support Customer Experience Managers and enhance overall service delivery.

Skills and Experience

• Strong leadership skills with the ability to coach, mentor, and inspire teams.
• Proven ability to navigate complex stakeholder environments and build strong relationships.
• Commercially savvy with sound decision-making skills and an understanding of business implications.
• Strategic thinker with a passion for hospitality operations and an awareness of emerging industry trends.
• Excellent communication, negotiation, and networking skills, with a focus on fostering collaboration.
• Driven, flexible, and entrepreneurial, with a commitment to embodying Accor’s values and HEARTIST® culture.

All successful candidates will be required to hold a valid National Police Check.

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe. Everyone has a story and we want to learn yours.