Assistant Manager, Concierge

The Ritz-Carlton, Melbourne; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Ritz-Carlton, Melbourne is seeking an exceptional hospitality leader to join our Concierge team as Assistant Manager, Concierge. This role places you at the heart of the guest experience, guiding a team of hospitality professionals to create memorable moments that define The Ritz-Carlton.

You will lead across the ground floor arrival, Concierge podium, porte cochère and public areas, delivering warm welcomes and thoughtful guidance throughout the guest journey.

Qualifications

• Previous leadership experience within Concierge, Front Office, Guest Relations or luxury hospitality operations.
• Passion for creating exceptional and personalised guest experiences.
• Outstanding communication and relationship-building skills.
• Proactive mindset with continuous improvement and service excellence.
• Driver's licence is required (Australia).

Responsibilities

• Maintain a highly visible presence across the ground floor arrival experience, Concierge podium and public areas.
• Ensure the Concierge podium is attended and welcoming for arriving and departing guests.
• Create genuine relationships with guests through personalised recommendations and anticipatory hospitality.
• Inspire, coach and develop a high-performing Concierge and Bell Services team.
• Drive service standards, accountability and operational discipline.
• Partner with Front Office, Guest Relations, Housekeeping and Food & Beverage to deliver a seamless journey.
• Identify opportunities to surprise and delight guests through thoughtful experiences.
• Drive innovation and continuous improvement in Concierge operations.
• Act as a destination expert, connecting guests with Melbourne's best experiences.

Skills

Leadership

Hospitality Ops

Communication

Coaching

Organizational Skills

Driver's License

Job description

At The Ritz-Carlton, our Ladies and Gentlemen create experiences so exceptional that they leave lasting impressions long after our guests depart.

We are seeking an exceptional hospitality leader to join our Concierge team as Assistant Manager, Concierge. This is an opportunity to lead from the heart of the guest experience, inspiring a team of hospitality professionals while creating memorable moments that define The Ritz-Carlton experience.

As a key partner to the Chief Concierge, you will play a pivotal role in elevating our arrival, departure and in-stay experiences, ensuring every guest feels recognised, valued and genuinely cared for.

Through visible leadership, anticipatory hospitality and operational excellence, you will help shape a Concierge operation renowned for warmth, professionalism and personalised service.

If you are passionate about creating meaningful guest connections, developing people, and delivering legendary service.

About the Role:

As Assistant Manager, Concierge, you will be a highly visible presence across the ground floor arrival experience, Concierge podium, porte cochère and public areas, ensuring guests receive a warm welcome, thoughtful guidance and seamless support throughout their journey.

You will lead by example, fostering a culture where our Ladies and Gentlemen anticipate needs before they are expressed, create memorable moments through genuine care, and take ownership of every interaction.

You will also help drive operational excellence through coaching, accountability, innovation and continuous improvement, ensuring Concierge and Bell Services continue to raise the benchmark for luxury hospitality.

What You'll Do:

• Lead from the heart of the guest experience, maintaining a highly visible presence throughout the ground floor arrival experience, Concierge podium and public areas.
• Ensure the Concierge podium is consistently attended and positioned as a welcoming point of connection for arriving and departing guests.
• Create genuine relationships with guests through personalised recommendations, meaningful interactions and anticipatory hospitality.
• Foster a culture where guests are proactively welcomed, recognised and assisted rather than needing to seek support.
• Champion exceptional arrival and departure experiences that create memorable first and final impressions.
• Inspire, coach and develop a high-performing Concierge and Bell Services team through daily engagement, mentorship and role modelling.
• Drive service excellence by establishing clear standards, accountability and operational discipline.
• Partner closely with Front Office, Guest Relations, Housekeeping and Food & Beverage teams to deliver a seamless guest journey.
• Identify opportunities to surprise and delight guests through thoughtful, personalised experiences.
• Drive innovation and continuous improvement, helping position Concierge as one of the highest-performing departments within the hotel.
• Act as a trusted destination expert, connecting guests with the best experiences Melbourne has to offer.

About You:

You are a passionate hospitality professional who thrives on creating memorable experiences and meaningful connections.

You understand that great Concierge teams do not wait to be found. They position themselves where guests need them most, creating opportunities to engage, assist and exceed expectations at every interaction.

• Previous leadership experience within Concierge, Front Office, Guest Relations or luxury hospitality operations.
• A genuine passion for creating exceptional and personalised guest experiences.
• Outstanding communication, interpersonal and relationship-building skills.
• Proven ability to coach, mentor and develop high-performing teams.
• A proactive mindset with a commitment to continuous improvement and service excellence.
• Strong organisational skills and attention to detail.
• An unrestricted Australian Driver's Licence with the ability to operate both automatic and manual vehicles.

Most importantly, you believe that luxury is not defined by what we provide, but by how we make our guests feel.

Why Join The Ritz-Carlton, Melbourne?

Our Ladies and Gentlemen are the foundation of our success. In return for your passion and commitment, we offer:

• Exclusive hotel and food & beverage discounts across Marriott International properties worldwide for you, your family and friends.
• World-class learning and development opportunities with the world's largest hospitality company.
• Global career pathways across Marriott International's portfolio of luxury and premium brands.
• Genuine care for your physical, emotional and financial wellbeing through our Employee Assistance Program.
• Associate referral incentives.
• An inclusive and supportive environment where your contributions are valued and recognised.

Join Us

This is more than a leadership role.

It is an opportunity to shape the guest experience, develop future hospitality leaders, and create the warm welcomes, memorable moments and fond farewells that define The Ritz-Carlton.

If you are ready to inspire excellence, lead with purpose and create lasting memories for every guest.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.