Concierge Supervisor

Company Description

At Accor, we believe that luxury is defined by memorable moments and exceptional experiences. Our people bring those moments to life, and we are proud to offer inspiring career pathways, world-class training, and opportunities to work in some of the most iconic hospitality destinations in Australia.

Who we are…

A sanctuary of style located on the doorstep of Chadstone - The Fashion Capital, Hotel Chadstone Melbourne MGallery offers guests a luxury escape unlike any other. Our sophisticated surroundings, personalised service and attention to detail create an environment where every interaction matters.

Our Concierge team is at the heart of the guest experience, helping guests discover Melbourne, anticipating their needs and creating thoughtful moments throughout their stay. From the first welcome to the final farewell, our team plays an important role in ensuring every guest feels recognised, valued and genuinely cared for.

Job Description

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

Qualifications

• Previous Concierge, Guest Services, Front Office or similar experience within a premium or luxury hotel environment
• Previous supervisory or leadership experience, with the ability to confidently lead and motivate a team
• A genuine passion for luxury hospitality and creating memorable guest experiences
• Exceptional guest engagement and communication skills, with the confidence to build rapport with guests from around the world
• A creative and proactive approach to personalising guest experiences and creating memorable moments
• A 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 environment
• Strong organisational and time-management skills, with the ability to manage multiple guest requests and competing priorities
• A proactive, solutions-focused mindset and a willingness to go above and beyond for our guests
• Strong local knowledge of Melbourne and a genuine enthusiasm for sharing recommendations and creating personalised experiences
• Excellent attention to detail and a commitment to maintaining luxury service standards
• A polished and professional presentation with an approachable and welcoming personality
• Flexibility to work across a seven-day roster, including mornings, evenings, weekends and public holidays

Additional Information

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 benefits
• The opportunity to lead a team at one of Melbourne's leading luxury hotels
• Genuine career development opportunities with Australia's largest hotel group, Accor
• Industry-leading training and development through Accor Academy
• Work alongside experienced hospitality leaders who are invested in developing your career
• Be part of a supportive and passionate team committed to creating exceptional guest experiences
• Work 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.