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 engagement
- Assist the Front Office Manager in the effective leadership and development of the Concierge team
- Create genuine connections with guests, taking the time to understand their needs, preferences and expectations
- Use creativity and initiative to create personalised and memorable moments that exceed guest expectations
- Anticipate guest requirements and proactively provide thoughtful recommendations, assistance and local knowledge
- Ensure every arrival, departure and guest interaction reflects the luxury standards of Hotel Chadstone Melbourne MGallery
- Coach, support and develop team members, providing guidance and feedback to build confidence, capability and service excellence
- Remain calm, composed and solutions-focused during busy periods, unexpected situations and challenging guest interactions
- Take ownership of guest requests and concerns, resolving issues professionally and ensuring positive outcomes
- Coordinate the Concierge team effectively during peak periods, ensuring the lobby and guest experience runs smoothly
- Maintain exceptional standards of presentation, communication and professionalism across the Concierge operation
- Work closely with Front Office, Housekeeping, Food & Beverage and other hotel departments to ensure a seamless guest journey
- Build strong relationships with regular guests, VIPs and repeat clientele, identifying opportunities to personalise their experience
- Maintain accurate records, communication and handover information to ensure continuity of service
- Identify opportunities to improve the Concierge experience and continually raise service standards