About the role:
We’re looking for a passionate and service-focused full-time Concierge Supervisor to lead the day-to-day operations of our Concierge department across Pullman & Mercure Melbourne Albert Park. Working closely with the Front Office Duty Managers and Guest Service Manager, this role plays a key part in delivering exceptional arrival and departure experiences, coordinating MICE and group movements, supporting VIP guest experiences, and leading the Concierge team to deliver personalised and engaging service aligned with Pullman brand standards and Accor’s Heartist culture.
Key Responsibilities
- Lead the daily operations of the Concierge department, ensuring exceptional guest service standards at all times.
- Coordinate and oversee MICE, group and VIP arrivals and departures to ensure smooth guest movement throughout the hotel.
- Supervise, support and develop the Concierge team through ongoing coaching, training and leadership.
- Work collaboratively with Front Office, Guest Services, Housekeeping and other operational departments to deliver seamless guest experiences.
- Lead by example in responding to guest requests promptly, professionally and courteously.
- Share knowledge and recommendations of Melbourne attractions, dining, events and experiences to enhance guest stays.
- Oversee luggage services, valet parking operations and general porter duties.
- Maintain strong lobby presence and ensure a welcoming and professional environment for all guests.
- Assist with rostering, operational procedures and departmental standards as required.
- Support guest recovery and escalation handling where required.