Concierge

Rockpool; City of Brisbane; Hybrid; AUD 50,000 - 65,000; Full time

Job summary

Rockpool Residential Aged Care Northshore Hamilton is seeking a friendly Concierge to be the first point of contact for residents, families, visitors and staff. You will manage front of house, welcomes, tours, admissions support and resident technology setup, helping create a warm, well-run home aligned with the My Day My Way care model.

Reporting to the Rostering and Workforce Manager and collaborating with the General Manager and home team, you’ll handle calls, emails and sign-ins, support

Qualifications

• Experience in concierge, front of house, hospitality or health-sector customer service.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a busy reception area.
• Knowledge of safety and security procedures is a plus.
• Cert III/IV in Admin or Customer Service is desirable.

Responsibilities

• Provide warm, professional front of house and welcome residents, families and staff.
• Assist with resident experiences including Welcome to Rockpool and tours.
• Handle phone calls, site email, sign-in processes per safety requirements.
• Support new resident enquiries, admissions and pre-admission day experience.
• Assist setup of in-room technology and Wi‑Fi devices.
• Coordinate and deliver resident and family events.
• Assist onboarding of new staff and provide admin support.
• Participate in audits and quality reviews to support accreditation.

Skills

Concierge experience

Front of house

Customer service

Strong communication

MS Office

Education

Cert III/IV Business Admin

Customer service cert

Tools

MS Office Suite

Job description

About Rockpool Residential Aged Care

Rockpool Residential Aged Care is a boutique provider, proudly Queensland owned. We believe great careers and great care go hand in hand. Our My Day My Way model of care puts the people we care for at the centre of everything, shaping their days around their choices, not our routines.

This philosophy shapes how we work and what makes a career at Rockpool different: purpose that matters, contemporary leadership that backs you, beautiful modern homes designed for the people in them, smart technology that frees you to focus on people, and room to grow with Queensland's fastest-growing provider.

About the role

Reporting to the Rostering and Workforce Manager and working closely with the General Manager and wider home team, the Concierge is the first point of contact for residents, loved ones, visitors and staff at Rockpool Residential Aged Care Northshore Hamilton. This role sets the tone for the home, providing a warm, professional front of house experience across reception, admissions and tours, resident technology support, events and staff onboarding.

The Concierge will be warm, organised and resourceful, with the professional presence to represent Rockpool's brand and standard in every interaction. They take initiative, anticipate the needs of residents, families and colleagues, and bring genuine enthusiasm to creating a welcoming, well-run home, always championing the My Day My Way model of care.

Key responsibilities include:

• Provide a warm, professional and welcoming first point of contact for residents, families, visitors, contractors and staff, owning the presentation and atmosphere of the front of house area
• Support all aspects of the resident experience, including the Welcome to Rockpool Program, and build strong relationships with residents and families, anticipating needs and escalating concerns to the General Manager as required
• Act as the central point of contact for incoming calls and the site's main inbound email, and maintain visitor and contractor sign-in processes in line with site safety and security requirements
• Support the General Manager with new resident enquiries and walk-ins, coordinate and conduct facility tours, and support a seamless pre-admissions and admission day experience
• Support residents with the set-up of in-room technology, including phones, televisions and Wi-Fi enabled devices, providing basic first-line troubleshooting
• Support the coordination and delivery of events for residents, families and team members, including Family Information Nights, resident meetings and orientation programs
• Support the onboarding and induction of new staff, and provide general administrative support to the General Manager and leadership team
• Maintain a safe working environment and participate in audits, quality reviews and ongoing professional development activities to support the home's accreditation and continuous improvement goals

Skills and experience

• Experience in a concierge, front of house, hospitality or health industry customer service role
• Strong communication and interpersonal skills, with a warm and professional phone and face-to-face manner
• Advanced skills across the MS Office suite
• High degree of attention to detail, accuracy and organisation, with the ability to manage competing priorities in a busy front of house environment
• Confidence supporting basic technology set-up and troubleshooting, including phones, Wi-Fi enabled devices and in-room technology
• Resident-first, collaborative and values-led, bringing genuine enthusiasm, warmth and empathy to your work every day
• Professional presentation, organised and adaptable, with the discretion and trustworthiness to handle resident, family and staff information with sound judgement
• Certificate III or IV in Business Administration, Customer Service or a related field, and experience supporting tours, admissions or onboarding processes, highly regarded (desirable)
• Knowledge of the Strengthened Aged Care Quality Standards and experience in a residential aged care environment highly regarded (desirable)