Concierge Supervisor

1 Hotel Melbourne; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Job summary

1 Hotels Melbourne is seeking an experienced Concierge Supervisor to lead our Concierge team and oversee the hotel driveway operations; you will ensure warm, genuine interactions across guest touchpoints.

Reporting to the Chief Concierge, you will mentor the team, coordinate service with Front Office, Reservations and F&B, and drive memorable experiences for every guest. Flexibility for a 24/7 work schedule is essential.

Qualifications

• Previous experience in a luxury hotel Concierge or Guest Services leadership role.
• Strong understanding of driveway/front-of-house operations.
• Ability to multitask calmly in a fast-paced environment.
• Excellent interpersonal and communication skills.
• Willingness to work across a 24/7 shift schedule.
• Les Clef d’Or membership is a plus but not required.
• Current Australian driver’s licence.

Responsibilities

• Lead the daily operation of the hotel driveway, ensuring safe and efficient flow of guests, vehicles and luggage.
• Maintain a visible presence during peak arrival and departure periods, leading by example.
• Ensure every guest is warmly welcomed, promptly assisted and personally farewelled.
• Anticipate guest needs and preferences to create personalised experiences.
• Support the Chief Concierge in leading, training and mentoring the Concierge team.
• Coordinate daily briefings covering VIP arrivals, group movements and hotel activities.
• Monitor service delivery in line with 1 Hotels brand standards.
• Collaborate with Front Office, Reservations, Food & Beverage, Banquets and Guest Experience for seamless service.
• Assist guests with transportation, dining reservations and local recommendations.
• Ensure daily checklists, run sheets, emails and documentation are completed accurately.
• Step into the Chief Concierge’s responsibilities when required.
• Assist with rostering and staffing coverage.
• Review guest feedback to improve arrival, departure and concierge experience.
• Champion teamwork, accountability and genuine hospitality.

Skills

Leadership

Guest services leadership

Hotel operations

Driver's license

Job description

At 1 Hotels, nature inspires everything we do. We are committed to thoughtful hospitality, meaningful connections and creating positive, healthy environments for our guests, our communities and our team members. At 1 Hotel & Homes Melbourne, this begins from the moment our guests arrive, with every welcome and farewell offering an opportunity to create a lasting impression.

We are seeking an experienced and passionate Concierge Supervisor to help lead our Concierge team and oversee the seamless operation of the hotel driveway. As one of the first and last touchpoints in the guest journey, you will ensure every interaction is warm, genuine and thoughtfully delivered.

Working closely with the Chief Concierge, you will lead from the front, support the development of the team and coordinate exceptional service across all guest touchpoints. Our goal is to provide the finest concierge experience in Australia, and you will play an important leadership role in bringing that ambition to life.

What you’ll do:

• Lead the daily operation of the hotel driveway, ensuring the safe and efficient flow of guests, vehicles and luggage.
• Maintain a visible presence during peak arrival and departure periods, leading the team by example.
• Ensure every guest is warmly welcomed, promptly assisted and personally farewelled.
• Anticipate guest needs, preferences and special requests to create memorable, personalised experiences.
• Support the Chief Concierge in leading, training, empowering and mentoring the Concierge team.
• Coordinate daily briefings covering VIP arrivals, group movements, hotel activities and special requirements.
• Monitor service delivery, presentation and professionalism in line with 1 Hotels brand standards.
• Work closely with Front Office, Reservations, Food and Beverage, Banquets and Guest Experience to provide seamless service.
• Assist guests with transportation, dining reservations, tickets, local recommendations and special arrangements.
• Ensure daily checklists, run sheets, emails and operational documentation are completed accurately and on time.
• Step into the Chief Concierge’s operational and team-support responsibilities when required.
• Assist with rostering, departmental meetings and maintaining appropriate staffing coverage.
• Review guest feedback and identify opportunities to continuously improve the arrival, departure and concierge experience.
• Champion a culture of teamwork, accountability, empowerment and genuine hospitality.

About you:

You are a calm, confident and hands-on hospitality leader who understands that exceptional service is created through consistency, attention to detail and genuine human connection.

You will also bring:

• Previous experience within a luxury hotel environment, ideally in a Concierge or Guest Services leadership role.
• A strong understanding of driveway and front-of-house operations.
• The ability to manage multiple priorities calmly and effectively in a fast-paced environment.
• Exceptional interpersonal and communication skills.
• Demonstrated experience leading, motivating and developing a diverse team.
• A polished and professional presence with an innate sense of hospitality.
• Strong local knowledge and enthusiasm for Melbourne’s dining, events, attractions and culture.
• Flexibility to work across a 24-hour, seven-day operational environment.
• Les Clefs d’Or membership or experience is highly regarded but not essential.
• A current Full Australian driver’s licence and confidence safely operating a variety of vehicles.