Guest Experience Team Leader

Job Description

Add expected salary to your profile for insights Drake Business Logistics is a leading provider of technology services, integrated office solutions, and managed services throughout Australia and the Asia-Pacific region, helping our clients to focus on what they do best.We’re seeking an experienced and motivated Guest Experience Team Leader to manage a dynamic team and deliver exceptional guest services in Sydney's vibrant CBD. This role will not only include leading a team to ensure superior guest experiences but also involve overseeing the day-to-day operations of the reception and meeting rooms, providing a smooth and professional welcome for our clients, guests, and employees.As the Team Leader, you will be responsible for driving operational excellence, maintaining high standards of guest engagement, and supporting the Facilities Team. You’ll be expected to take initiative, demonstrate leadership in your role, and provide support and training to your team while managing scheduling, event planning, and more. Why Join Our Team?We value our team members and are committed to fostering your career aspirations. We offer: Opportunities to work within leading international brands. Ongoing training and support to continually grow your skills and abilities. Strong career growth opportunities. Employee recognition and reward program. Future opportunities to transfer to other prestige clients. Our Client’s Culture: Creating a diverse and inclusive culture where all feel welcomed, valued, and empowered to achieve their full potential. An inclusive culture with social, sports committees, and resource groups. Passionate about sustainability and corporate social responsibility. Equal Opportunity Employer with a commitment to achieve 35% women representation in senior positions by 2025. Responsibilities Your day-to-day duties will include: Key Responsibilities: Leadership & Team Management: Lead by example and provide mentorship to your team, ensuring the highest standards of guest experience. Build and maintain team morale, promoting a positive and collaborative work environment. Take initiative in scheduling and managing the team’s shifts, handling sickness, and ensuring smooth operations. Conduct weekly 1:1s with team members to ensure progress, resolve challenges, and guide personal development. Oversee the team’s performance, ensuring adherence to customer service standards and operational procedures. Guest Experience & Service: Ensure a seamless reception and lobby experience by greeting and assisting guests, and offering exceptional customer service. Handle VIP tours and engage with guests to provide an extraordinary first impression. Ensure the team creates “wow” moments that exceed client expectations during guest interactions. Be the first responder for any first aid emergencies, ensuring the safety and well-being of guests and staff. Lead team efforts to ensure cleanliness and tidiness of all client-facing areas. Event & Facilities Coordination: Manage large bookings, event confirmations, room setups, and scheduling, ensuring all requirements are met. Actively participate in planning and executing corporate events, overseeing logistics, and ensuring timely delivery of services. Lead the team through site walkthroughs and ensure rooms and facilities are prepared and well-maintained for events. Attend large events and stay onsite for a minimum of the first hour to ensure smooth execution. Operational Support: Take ownership of schedule drafting each week and collaborate with your team to make necessary adjustments. Ensure the proper handling of badges and registration processes for guests, conducting badge audits on Mondays. Review and adjust processes to maximise operational efficiency, including managing documentation, onboarding, and training for new hires. Ensure the team is adhering to office policies, including limiting phone usage during shifts to maintain focus on guest service. Required Skills, Qualifications & Attributes To be successful in this role, the ideal applicant will possess the following attributes and qualifications: 2+ years of experience in office management, hospitality, or a customer-facing role, with previous team leadership experience. Strong communication and interpersonal skills with a high level of professionalism. Professional appearance and positive demeanour, in line with the company’s standards. Proven ability to lead, motivate, and develop a team in a fast-paced environment. Exceptional organizational and multitasking abilities, with an eye for detail. Knowledge of security and health & safety policies and procedures. Proficiency with standard office software and systems. Willingness to undergo First Aid certification if not already certified. Ability to use own initiative and take ownership, with a positive “can-do” attitude. If you are an ambitious leader with a passion for delivering excellent guest experiences, we want to hear from you. Join our growing team and be part of an environment where your contribution truly matters. Please note: we are only considering candidates with working rights in Australia. #J-18808-Ljbffr