Concierge Supervisor

About the role:

We’re looking for a passionate and service-focused full-time Concierge Supervisor to lead the day-to-day operations of our Concierge department across Pullman & Mercure Melbourne Albert Park. Working closely with the Front Office Duty Managers and Guest Service Manager, this role plays a key part in delivering exceptional arrival and departure experiences, coordinating MICE and group movements, supporting VIP guest experiences, and leading the Concierge team to deliver personalised and engaging service aligned with Pullman brand standards and Accor’s Heartist culture.

Key Responsibilities

• Lead the daily operations of the Concierge department, ensuring exceptional guest service standards at all times.
• Coordinate and oversee MICE, group and VIP arrivals and departures to ensure smooth guest movement throughout the hotel.
• Supervise, support and develop the Concierge team through ongoing coaching, training and leadership.
• Work collaboratively with Front Office, Guest Services, Housekeeping and other operational departments to deliver seamless guest experiences.
• Lead by example in responding to guest requests promptly, professionally and courteously.
• Share knowledge and recommendations of Melbourne attractions, dining, events and experiences to enhance guest stays.
• Oversee luggage services, valet parking operations and general porter duties.
• Maintain strong lobby presence and ensure a welcoming and professional environment for all guests.
• Assist with rostering, operational procedures and departmental standards as required.
• Support guest recovery and escalation handling where required.

About you:

• Previous experience in Concierge, Front Office or Guest Services leadership within a hotel environment.
• Proven ability to lead and motivate teams within a fast-paced operational environment.
• Strong knowledge of Melbourne attractions, events, dining and local experiences.
• Exceptional guest service and communication skills with a warm and professional approach.
• Strong organisational skills with the ability to manage multiple priorities and guest movements simultaneously.
• Ability to remain calm and solutions-focused in a high-pressure environment.
• Previous experience with Opera or similar PMS advantageous.
• Current Victorian Driver Licence highly regarded.
• Current RSA and First Aid certification, or willingness to obtain.
• Flexibility to work across a rotating 7-day roster including weekends, evenings and public holidays.

Benefits and Perks:

• Enjoy exclusive Accor discounts and global benefits, including but not limited to accommodation and food & beverage discounts for you, your family and friends.
• Access to Accor Partner Benefits such as Europcar.
• Discounted onsite car park available.
• Access to confidential Employee Assistance Program.
• Inclusive and diverse environment.
• A friendly and supportive work environment.
• Excellent opportunity to further grow and develop your career with an industry leader
• Reward and recognition programs, including Annual Service Recognition and Accor Tenure Milestone recognition
• Mentoring and career development along-side experienced and dedicated professionals.

Apply today to start a conversation and see where your Accor career can take you!

***We are unable to provide sponsorship for this role, so Australian working rights are required.