Rydges Newcastle

Wharf Rd &, Merewether St, Newcastle NSW 2300, Australia

Posted Tuesday 30 September 2025 at 2:00 pm

Overview

The Concierge Department is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Concierge will be point of call offering local area knowledge to guests, assist with luggage, & assist with porter duties to make sure they have all they need for a great stay.

Our Vision is being leaders in creating experiences and properties that escape the ordinary.

Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

- Growing revenue above market

- Business transformation

Our Values

- Empowerment: We make it happen

- Possibilities: We evolve and innovate

- Community: We make the connection

Key Accountabilities

- Welcome guests in a friendly, prompt and professional manner recognising EVT Rewards Club Members and also returning guests

- Provide information on hotel services and room location

- Answer phones in a prompt and courteous manner

- Answer, record and process all guest calls, messages, requests, questions or concerns

- Record guest preferences in the system

- Accurately process all cash and credit card transactions using established procedures

- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up

- Carry out porter duties

- Take action to solve guest problems/complaints using appropriate service recovery guidelines

- Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty

- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes

- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

- Perform all other duties as required by Front Office Manager or designate

- Knowledgeable of all special promotion procedures, for programs such as; seasonal packages, Frequent Flyer programs, and also EVT Loyalty programs

Accountabilities

- Frequently standing up behind the desk and front office areas

- Carrying or lifting items weighing up to 23 kilograms

- Handling objects, products and computer equipment

- Basic computer skills to operate various property management and reservations systems, etc.

What we need from you

- Being passionate about people and service

- Strong communication skills essential when interacting with guests and employees

- Reading and writing abilities are used often when completing paperwork, logging issue complaints/requests/ information updates, etc.

- Basic math skills are used frequently when handling cash or credit.

- Problem solving, reasoning, motivating and training abilities are often used

- Have the ability to work a flexible schedule including nights, weekends and/or holidays

- Must speak local language(s)

- A current valid driver’s licence (not learner)

Benefits

- Incredible team member discounts from your first day on-the-job.

- 50% off stays at EVT hotels – Rydges, LyLo, QT, Atura, and more.

- $2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more.

- Awesome winter and summer savings and discounts at Thredbo.

- Rapid career growth opportunities through our EVT network.

- Local community involvement, volunteering and charitable giving.

- Australia and NZ’s largest and most diverse experiences company.

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