Assistant Manager, Concierge

The Ritz-Carlton Hotel Company, L.L.C.; 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 journey, guiding a team to deliver warm welcomes, thoughtful guidance and seamless support from arrival to departure.

As a visible leader, you will coach and develop high-performing Concierge and Bell Services professionals, drive service excellence, and partner with Front Office, Housekeeping and F&B to elevate

Qualifications

• Previous leadership experience within Concierge, Front Office, Guest Relations or luxury hospitality operations.
• Outstanding communication, interpersonal and relationship-building skills.
• Proven ability to coach, mentor and develop high-performing teams.

Responsibilities

• Lead from the heart of the guest experience across arrival experience, Concierge podium and public areas.
• Ensure the Concierge podium is consistently attended and welcoming.
• Create genuine relationships with guests through personalised recommendations and anticipatory hospitality.
• Foster a culture of proactive guest engagement and exceptional service.
• Inspire, coach and develop Concierge and Bell Services teams.
• Drive standards, accountability and operational discipline.

Skills

Leadership

Communication

Coaching

Guest relations

Job description

Additional Information

Job Number26129324

Job CategoryRooms & Guest Services Operations

Location650 Lonsdale Street, Melbourne Victo 3000, Australia VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Management

The Ritz-Carlton, Melbourne

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, we would love to hear from you.

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.

You will ideally have:

• 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.
• Valid Australian working rights.

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?

• 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.

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.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.