Concierge Supervisor

Sociable Tech Pty Ltd; Fingal; On-site; AUD 80,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Premium hospitality environment

Complimentary bathing

Property discounts

Wellness program

Training and development

Sustainability initiatives

Culture values alignment

Salary AUD 80k-85k + super

Job summary

Alba Thermal Springs & Spa is seeking a Concierge Supervisor to lead and coordinate the Concierge team, ensuring efficient delivery of hotel services at The Sanctuary. The role provides operational leadership, supports management, and ensures adherence to service standards and procedures.

The successful candidate will have a Diploma or higher in Hospitality Management and demonstrable supervisory experience in luxury guest services, with strong communication and organisational skills.

Qualifications

• Diploma or higher qualification in Hospitality Management or related field.
• Experience in Concierge/Guest Services in luxury hospitality.
• Previous supervisory or team leadership experience.
• Proven ability to deliver exceptional and personalised guest experiences.
• Strong communication, interpersonal and relationship-building skills.
• Excellent problem-solving, organisational and attention-to-detail skills.
• Ability to effectively prioritise and manage multiple tasks in a fast-paced environment.
• Professional, positive and guest-focused approach with a commitment to service excellence.
• Experience using hotel/property management systems (PMS/RMS) and financial or point-of-sale systems.

Responsibilities

• Lead and coach the Concierge team through coaching, training, development, rostering and workforce planning.
• Communicate and enforce WHS procedures within the Concierge team and coordinate action to maintain a safe environment for staff and guests.
• Lead guest recovery and resolve complex guest concerns, using feedback to identify opportunities for continuous improvement.
• Coordinate with Reservations, Housekeeping, F&B, Maintenance and other departments to manage arrivals, departures, room readiness and VIP requests.
• Provide operational leadership in the absence of managers to maintain service continuity.
• Oversee concierge and front-of-house activities, including check-in/out, luggage handling, enquiries and transportation arrangements.
• Assist with operational planning, room inventory coordination and rate management to support occupancy and revenue.
• Oversee reservations handling, guest accounts, billing inquiries and confidentiality of information.
• Coordinate VIP services, repeat guest arrangements, special events and personalised experiences.
• Identify opportunities to enhance guest experiences and revenue through upgrades and packages.
• Monitor service delivery, identify issues and recommend improvements across departments.
• Communicate requirements and service issues across relevant departments to support coordination.
• Contribute to service standards and Sanctuary performance.
• Perform other duties consistent with the role and property needs.

Skills

Leadership

Guest service

Communication

Problem solving

Organisational skills

Education

Diploma or higher in Hospitality Management

Tools

PMS/RMS systems

POS systems

Job description

Job Type: Permanent position | Full time position

Job Description

Alba Thermal Springs & Spa The Concierge Supervisor is responsible for supervising and coordinating the day-to-day operations of the Concierge team to ensure the efficient delivery of hotel services at The Sanctuary. The role provides operational leadership to the Concierge team, supports the management and ensures that staff perform their duties in accordance with Alba’s service standards, operational procedures and guest service requirements.

Benefits

• We offer a competitive salary package commensurate with skills and experience.
• You will have the opportunity to work in a premium hospitality and guest services environment.
• You will have access to complimentary bathing
• We offer generous property discounts to use with family and friends
• We offer a comprehensive wellness program - discounted gym and wellness memberships Employee Assistance Program, flu vaccinations
• We provide training and ongoing development
• You will have the opportunity to contribute to our sustainability initiatives
• We provide a strong, values-led culture aligned with Authentic, Respectful, Sustainable, Connected Remuneration:
• Annual salary range on offer: $80,000 – $85,000 per year plus super
• Job Type: Full-time permanent basis.

Task & responsibilities

• Lead and support the Concierge team through coaching, training, development, rostering and workforce planning.
• Communicate and enforce workplace health and safety procedures within the Concierge team, monitor compliance with safety requirements, and coordinate appropriate action to maintain a safe environment for staff and guests
• Lead guest recovery and resolve complex guest concerns, using feedback to identify opportunities for continuous improvement.
• Coordinate with Reservations, Housekeeping, Food and Beverage, Maintenance and other operational departments to manage guest arrivals and departures, room readiness, guest preferences, VIP arrangements and special requests.
• Support the other services Managers in overseeing daily Sanctuary operations and provide operational leadership in their absence to maintain continuity of service delivery.
• Oversee concierge and front-of-house activities, including check-in and check-out assistance, luggage handling, telephone enquiries, guest requests and transportation arrangements, ensuring services are delivered efficiently and professionally.
• Lead guest recovery and resolve complex guest concerns, using feedback to identify opportunities for continuous improvement.
• Assist with operational planning, room inventory coordination and rate management activities in collaboration with the relevant management team to support occupancy, revenue performance and efficient operations.
• Oversee the accurate handling of reservations, room allocations, guest accounts, billing enquiries and guest information, ensuring appropriate administrative procedures, security and confidentiality are maintained.
• Coordinate VIP services, repeat guest arrangements, special events and personalised guest experiences, ensuring the appropriate allocation of resources and timely delivery of services.
• Identify opportunities to enhance guest experiences and support revenue generation through room upgrades, packages and personalised services in line with guest requirements and the property's commercial objectives.
• Monitor day-to-day service delivery, identify operational issues and recommend improvements to work processes, service standards and departmental coordination to enhance efficiency and guest satisfaction.
• Communicate operational requirements, staffing matters and service issues to the relevant departments to support effective coordination across the property.
• Contribute to service standards, operational projects and initiatives that enhance guest satisfaction, repeat visitation and Sanctuary performance.
• Perform other reasonable duties consistent with the position and the operational requirements of the property.

Qualification & experience

• Holds a Diploma or higher qualification in Hospitality Management, Hotel Management, or a related field.
• Previous experience in a Concierge, Guest Services, Front Office or similar role within a luxury hospitality environment.
• Previous supervisory or team leadership experience in a guest-focused environment.
• Proven ability to deliver exceptional and personalised guest experiences.
• Strong communication, interpersonal and relationship-building skills.
• Excellent problem-solving, organisational and attention-to-detail skills.
• Ability to effectively prioritise and manage multiple tasks in a fast-paced environment.
• Professional, positive and guest-focused approach with a commitment to service excellence.
• Experience using hotel/property management systems (PMS/RMS) and financial or point-of sale systems.
• Full, current Australian driver’s licence.

About Company

Alba Thermal Springs & Spa is proud to be an equal opportunity employer committed to creating an inclusive and welcoming workplace. We encourage applications from people of all backgrounds, cultures, abilities, ages, genders, sexual orientations and identities. All applicants will be considered based on their skills, experience and suitability for the role.