Concierge Supervisor

Pullman Hotels & Resorts; Auckland; On-site; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Discounted stays

Staff meals

Rewards program

Career progression

Job summary

Pullman Auckland is seeking a talented Concierge Supervisor to expand leadership experience in a luxury hotel setting. You will deliver exceptional guest experiences while guiding a dedicated team focused on memorable stays.

Your role includes supervising daily concierge operations, promoting hotel facilities and loyalty programmes, and coaching staff to achieve service excellence. A strong hospitality mindset and hands-on leadership style are essential.

Qualifications

• Outgoing personality with a genuine passion for hospitality and guest experiences.
• Proven leadership skills with ability to motivate, coach, and support a team.
• Flexibility to work a variety of shifts across a 7-day roster, including weekends and holidays.
• Strong focus on quality, presentation, and attention to detail with a drive to develop a hospitality career.
• Collaborative leadership style with the ability to resolve guest concerns effectively.
• Excellent organisational skills to manage multiple priorities in a fast-paced hotel environment.
• Proactive, hands-on approach and leading by example during busy periods.

Responsibilities

• Supervise day-to-day operations of the Concierge team and uphold service standards.
• Coordinate guest arrivals and departures and assist guests throughout their stay.
• Share local knowledge and promote hotel facilities, services, and loyalty programmes.
• Coach, motivate and support the Concierge team to deliver outstanding service.
• Manage shift operations and provide hands-on leadership during busy periods.
• Liaise with all departments to ensure guest requests are completed promptly.
• Assist with training, onboarding and development of team members.
• Support Front Office leadership in achieving departmental objectives and guest satisfaction.

Skills

Leadership

Guest service

Flexibility

Attention to detail

Organizational skills

Communication

Job description

Company Description

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

Company Description

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world! Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet. At Pullman Auckland, we see the familiar differently, delivering pioneering experiences blending innovative work+ event spaces with vibrant social atmosphere for business, leisure and local guests. Our service promise, 'Progress Together, Anytime, Anywhere,’ empowers us to embrace others progress as our own by seeking opportunities, connect with meaning and make an impact. A visionary change agent who actively seeks opportunities and forges meaningful connections to create a lasting impact.

Hospitality is a work of heart,

Join us and become a Heartist®.

Job Description

Pullman Auckland is looking for a talented and passionate Concierge Supervisor wishing to expand their knowledge and leadership experience in a luxury hotel environment. You will enjoy delivering exceptional guest experiences while supporting and leading a fun, talented, and passionate team that is dedicated to creating memorable stays for our guests.

Your key responsibilities will include but are not limited to:

• Supervising the day-to-day operations of the Concierge team and ensuring service standards are consistently achieved.
• Facilitating guest arrivals, departures, and assisting guests throughout their stay.
• Sharing local knowledge and recommendations while actively promoting hotel facilities, services, and loyalty programmes.
• Coaching, motivating, and supporting the Concierge team to enhance guest satisfaction and service excellence.
• Managing shift operations across the concierge desk area and providing hands‑on leadership during busy periods.
• Liaising with all departments to ensure guest requests and follow-up actions are completed in a timely manner.
• Assisting with training, onboarding, and development of team members.
• Supporting the Front Office leadership team in achieving departmental objectives and guest satisfaction targets.

Qualifications

To be successful in your application, you must exhibit the following qualities:

• An outgoing personality with a genuine passion for hospitality, customer service, and creating exceptional guest experiences.
• Proven leadership skills with the ability to motivate, coach, and support a team to deliver outstanding service.
• Flexibility to work a variety of shifts across a 7-day roster, including weekends, early mornings, evenings, and public holidays.
• A strong focus on quality, presentation, and attention to detail, with a desire to further develop your career in hospitality.
• An approachable and collaborative leadership style, with the ability to think outside the box and resolve guest concerns effectively.
• Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• A proactive and hands‑on approach, leading by example and supporting the team during busy operational periods.

Whilst talent and attitude are our primary requirements, you will also possess:

• A Full New Zealand Driver Licence (essential).
• Immaculate personal presentation.
• Exceptional written and verbal communication skills.
• Previous experience in a Concierge, Front Office, or guest services leadership role within a hotel environment.
• Strong knowledge of Auckland attractions, tourism offerings, dining, and local events.
• The ability to build positive relationships with guests, colleagues, and external service providers.

Additional Information

Why join Pullman Auckland?

Our People+ Culture

We are, who we serve

We hire for personality, train for skill.

A personality that reflects our brand character and embodies, the progressive, inclusive, optimistic,

and multi-hyphen spirit of our muse.

• We seek opportunities
• We connect with meaning
• We make a positive impact

We also believe in rewarding your achievements with a range of exciting employee benefits and programs.

Just To Name a Few

• Your loyalty card entitles you to discounted Hotel stays, food and beverage rates and Spa treatments worldwide
• Daily staff meals provided
• Ongoing reward and recognition incentives
• Opportunities for further development and worldwide career progression within Accor

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.