JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
About the Role:
The Guest Services Manager is responsible for curating and leading the end-to-end guest experience across Sydney Precinct for one of JLL's banking clients. This role owns the quality, consistency, and intent of every guest touchpoint, from arrival in the lobby, through access and vertical journey, to arrival at Client Suites, Private Wealth Concierge, or Executive Concierge services across Kent St and Barangaroo offices.
The role is responsible for delivering exceptional service through intentional guest journey design and effective front‑of‑house leadership. Success is measured by guests feeling welcomed, confident, and well supported at every stage of their visit, and by teams being empowered to deliver consistently high service standards with ease.
This position works in partnership with the Workplace Lead, security, facilities, and concierge teams, while maintaining clear accountability for guest experience outcomes.
Main Duties/Responsibilities:
Own and refine the complete guest journey from arrival to departure, ensuring intentional, consistent touchpoints aligned with workplace visionTranslate guest experience principles into practical service behaviors and design human-centered responses to friction pointsSet and maintain service standards across all guest touchpoints including lobby, lifts, concierge desks, and waiting areasCoach teams to deliver warm, confident hospitality in routine and high-pressure situations, with specialized focus on VIP and executive experiencesLead service recovery efforts, resolving issues quickly and professionally when expectations are not metDevelop guest-facing teams with emphasis on exceptional experience mindset, situational judgment, and confident decision-makingProvide ongoing guidance on tone, presence, and guest handling beyond scripted interactions, supporting recruitment and onboardingOversee daily readiness of guest environments and partner with security and facilities to ensure seamless, calm access processesMonitor guest volumes and peak periods to optimize resourcing and manage smooth transitions between teams and service pointsServe as primary accountability point for guest experience performance, building client confidence and translating feedback into practical improvements with hospitality credibility
What you will bring:
Experience in hospitality, facilities management, or a related field, or equivalent practical experience
3–5 years’ experience in hospitality, workplace, or facilities environments
Experience supporting teams delivering customer or employee experience in a corporate setting
Strong service mindset with the ability to build positive relationships with stakeholders and service partners
Understanding of modern workplace principles and best practices
Comfortable working in a hands‑on, on‑site role with a strong focus on execution and follow‑through
What to expect from us:
At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.
We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.
JLL is a global leader in helping clients envision where people will live, work, play, shop, and eat.
As an organisation, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace.
We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.
Interested candidates, please apply following the link below quoting job reference number LMREQ493331
Location:
On-site –Sydney, NSWIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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Jones Lang LaSalle (“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 HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.