Premium Concierge and Guest Experience Leader

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

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.