About this role
As Concierge Supervisor, you will support the Front Office Manager in leading our Concierge team and delivering the exceptional, personalised service expected within a luxury hotel environment.
You will be a visible presence in the lobby, leading the team through daily operations while actively engaging with guests and creating meaningful connections. You will have the opportunity to be creative in how you personalise the guest experience, finding thoughtful ways to surprise and delight our guests and create memorable moments throughout their stay.
This is a hands-on leadership role suited to someone who thrives in a fast-paced environment, remains calm under pressure and takes genuine pride in creating exceptional guest experiences.
Key responsibilities include:
Lead and support the Concierge team throughout daily operations, ensuring consistently high standards of service, presentation and guest engagementAssist the Front Office Manager in the effective leadership and development of the Concierge teamCreate genuine connections with guests, taking the time to understand their needs, preferences and expectationsUse creativity and initiative to create personalised and memorable moments that exceed guest expectationsAnticipate guest requirements and proactively provide thoughtful recommendations, assistance and local knowledgeEnsure every arrival, departure and guest interaction reflects the luxury standards of Hotel Chadstone Melbourne MGalleryCoach, support and develop team members, providing guidance and feedback to build confidence, capability and service excellenceRemain calm, composed and solutions-focused during busy periods, unexpected situations and challenging guest interactionsTake ownership of guest requests and concerns, resolving issues professionally and ensuring positive outcomesCoordinate the Concierge team effectively during peak periods, ensuring the lobby and guest experience runs smoothlyMaintain exceptional standards of presentation, communication and professionalism across the Concierge operationWork closely with Front Office, Housekeeping, Food & Beverage and other hotel departments to ensure a seamless guest journeyBuild strong relationships with regular guests, VIPs and repeat clientele, identifying opportunities to personalise their experienceMaintain accurate records, communication and handover information to ensure continuity of serviceIdentify opportunities to improve the Concierge experience and continually raise service standards Previous Concierge, Guest Services, Front Office or similar experience within a premium or luxury hotel environmentPrevious supervisory or leadership experience, with the ability to confidently lead and motivate a teamA genuine passion for luxury hospitality and creating memorable guest experiencesExceptional guest engagement and communication skills, with the confidence to build rapport with guests from around the worldA creative and proactive approach to personalising guest experiences and creating memorable momentsA current full Victorian Driver’s Licence is essential, with the ability to confidently drive and park guest vehicles as part of the valet service.A calm and composed approach, with the ability to remain a cool head and make sound decisions in a fast-paced environmentStrong organisational and time-management skills, with the ability to manage multiple guest requests and competing prioritiesA proactive, solutions-focused mindset and a willingness to go above and beyond for our guestsStrong local knowledge of Melbourne and a genuine enthusiasm for sharing recommendations and creating personalised experiencesExcellent attention to detail and a commitment to maintaining luxury service standardsA polished and professional presentation with an approachable and welcoming personalityFlexibility to work across a seven-day roster, including mornings, evenings, weekends and public holidays What’s in it for you...
Great benefits including worldwide accommodation and food and beverage discounts from your first day, Chadstone shopping centre discounts, complimentary anniversary accommodation and additional employee benefitsThe opportunity to lead a team at one of Melbourne's leading luxury hotelsGenuine career development opportunities with Australia's largest hotel group, AccorIndustry-leading training and development through Accor AcademyWork alongside experienced hospitality leaders who are invested in developing your careerBe part of a supportive and passionate team committed to creating exceptional guest experiencesWork close to home in Melbourne's South-East and avoid the CBD commute
If you're a natural leader who stays calm under pressure, loves connecting with guests and takes pride in delivering exceptional luxury service, we'd love to hear from you.