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 setting.
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.
Skilled, 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.
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📌 Concierge Supervisor (Melbourne)
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