Concierge Supervisor

Autograph Collection; Sydney; On-site; AUD 55,000 - 65,000; Full time

Job summary

Autograph Collection is seeking a dedicated Concierge/Guest Services professional to join our Sydney team. You will respond to guest requests, coordinate with hotel departments, and provide accurate information about local amenities and services.

This role emphasizes guest satisfaction, professional communication, and proactive problem-solving in a hospitality-forward environment. Located at 11 Hickson Road, Walsh Bay, you will represent the Autograph Collection standards, support a rotating

Qualifications

• Previous experience in Concierge, Guest Services, Front Office, or a hospitality environment.

Responsibilities

• Welcome and acknowledge each guest with a smile, eye contact and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns and requests to resolve issues and build trust.
• Anticipate guests' service needs and act on preferences whenever possible.
• Address guests' service needs in a professional, positive and timely manner.
• Coordinate with other departments (e.g., Bell staff, Housekeeping) to resolve requests.
• Review logs and ensure outstanding requests are prioritized and resolved.
• Maintain confidentiality and protect company assets and information.
• Follow company policies, maintain professional appearance, and uphold safety standards.

Skills

Concierge experience

Guest services experience

Front office experience

Hospitality background

Job description

Additional Information

Job Number26146411

Job CategoryRooms & Guest Services Operations

Location11 Hickson Road, Walsh Bay, Sydney New S 2000, Australia VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

Position Summary

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved.

Serve as a departmental role model or mentor; ensure employee compliance with company standards and policies and external regulations. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Responsibilities

KEY RESPONSIBILITIES:

Guest Relations:

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner

Polices & Procedures:

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Communication:

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., cell/mobile phones, earpieces, pagers and two-way radios, email).

Physical Tasks:

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Cash Handling:

• Supply guests/residents with directions and information regarding property amenities, services and hours of operation, and local areas of interest and activities.

About You

• Previous experience in Concierge, Guest Services, Front Office, or a hospitality environment.
• Prior supervisory or leadership experience is preferred.
• Strong communication, organisational, and problem-solving skills.
• Passion for hospitality and creating memorable guest experiences.
• Flexible availability to work a rotating roster, including weekends and public holidays.

Preferred Qualifications:

Related Work Experience: At least 1 year of related work experience.

Driver's License

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.

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.