Austin Mathews spent 32 years in Dubai, witnessing its transformation from a desert to a global hub while growing up in a vibrant melting pot of cultures. With a mechanic father and a teacher mother, he learned the value of hard work and building meaningful relationships over material wealth.
Inspired by Dubai’s diversity, Austin carved out a career in branding, starting at one of the world’s top five advertising agencies. Over the years, he built a reputation for resilience, adaptability and a passion for connecting with people. Life’s challenges eventually brought him to Singapore, where he found new opportunities and a sense of purpose.
Today, Austin is part of the UEMS family, bringing his unique perspective and skills to his role as a concierge at RQAM. Here’s what he had to share about his journey, both personal and professional.
Tell us about your journey to joining UEMS as a concierge at RQAM in June 2024.
Coming from a background in branding and running my own agency, stepping into a concierge role with UEMS has been a unique shift. Balancing business and family life was challenging, so with growing educational expenses for my kids, I sought a role that offered stability and more family time. UEMS recognised the value of my transferable skills and this new role has allowed me to bring a fresh perspective to customer service.
What’s it like working at the same company as your spouse, Jaya?
Working in the same organisation but in different departments has worked well for us. Jaya is known for her high energy and data-driven approach, while I focus more on building relationships. Although our styles differ, we share the same high standards and mutual respect, which helps us maintain a good balance. Thankfully, we don’t work directly together!
How has the transition from Dubai to working in Singapore and at UEMS been for you?
Singapore’s work ethic is very similar to Dubai’s, with high customer expectations. While I am used to a fast-paced, customer-focused environment, I have had to adapt to new ways of service delivery here. Adjusting after over 25 years in one way of working has been a challenge, but I have embraced it and the team’s warm welcome has made each day enjoyable.
What do you enjoy most about being a concierge and what motivates you?
I am a people person, so helping others comes naturally. Each day brings new situations, which I love—it is similar to client servicing, where no two days are the same. The satisfaction of making someone’s day a little easier keeps me motivated.
How do you and Jaya support each other at work?
We are familiar with each other’s teams, which builds respect for our roles. Small acts like Jaya dropping me off for early shifts or me picking her up, help us stay connected. We act as sounding boards for each other, whether it is sharing ideas or venting about work.
How do you balance work and family life, especially with both of you in demanding roles?
Working at the same company helps us understand each other’s challenges. Despite busy schedules, we prioritise family time, always having dinner together and sharing stories from our day. Fridays are special, with our kids cooking and us enjoying a movie night—it is our family recharge.
How has UEMS contributed to your professional and personal growth?
UEMS has enabled me to apply my branding and customer service skills in a new context, helping me develop patience and empathy. Personally, UEMS has been incredibly supportive in my PR application, adding value to my future here.
What advice would you give to other couples working together, especially in a fast-paced environment like UEMS?
Understanding each other’s needs and supporting without expectation is key. As one UEMS manager told me, “If you can’t put others before yourself in service, you are in the wrong industry.” Love, patience and the occasional treat—like ice cream or chocolate—go a long way!
