Concierge Manager

Concierge Manager

Saint Haven is seeking an exceptional Concierge Manager to lead the delivery of a highly personalised experience for our Ultimate members.

This is a hands-on leadership role for someone who understands that genuine luxury is found in the details. You will lead and develop the Concierge team, build trusted relationships with members and ensure every interaction feels seamless, considered and distinctly Saint Haven.

About Saint Haven

Saint Haven is a private wellness and lifestyle club bringing together health, performance, recovery, longevity, hospitality and genuine human connection.

Combining cutting-edge science and technology with ancient wellness practices, extraordinary design and six-star service, Saint Haven is creating an entirely new category of private club in Australia.

The Role

Reporting to the Deputy General Manager, you will:

• Lead, coach and develop the Concierge team
• Set and maintain exceptional service standards across the member journey
• Oversee member portfolios, requests, follow-ups and daily team priorities
• Build genuine relationships with Ultimate members and remain highly visible within the Club
• Monitor member engagement, visitation and utilisation to identify opportunities for proactive support
• Manage complex requests, escalations and service recovery
• Develop relationships with trusted external partners and suppliers
• Identify recurring member feedback and work with Club leadership to continuously improve the experience
• Provide meaningful insights on member engagement, satisfaction and retention

About You

You will bring:

• Leadership experience within luxury hospitality, five-star hotels, private clubs, VIP services or another high-touch environment
• A proven ability to coach and develop a customer-facing team
• Exceptional relationship-building and communication skills
• Strong operational judgement and the confidence to manage sensitive member matters
• Excellent organisation, attention to detail and follow-through
• A genuine understanding of discreet, intuitive and highly personalised service
• Strong knowledge of Melbourne hospitality, dining, wellness and lifestyle

This is an opportunity to define the Concierge experience within one of Australia’s most ambitious private wellness brands and help create a service standard unlike anything else in the market.