About Hyegrove:
Hyegrove is a luxury retirement living community dedicated to offering an exceptional quality of life to its residents. Our vision is to provide an environment where individuals enjoy maximum independence while having access to tailored support should they need it in the future. We create bespoke hotel like living solutions that emphasise comfort, peace of mind, and well-being. At Hyegrove, we believe that every resident deserves an experience that suits their personal preferences, whether they seek social connections or quiet moments of relaxation.
We focus on creating environments where people love where they live, blending relaxed luxury with wellness and the highest standards of integrity. Hyegrove Willoughby is our first community, setting new benchmarks in the industry for luxury retirement living.
Position Overview:
The moment the resident steps into Hyegrove, they walk into a genuinely memorable experience. As Resident Concierge you’ll lead the delivery of resident and guest requests and inquiries to ensure complete resident satisfaction. You’ll also be our brand ambassador and develop great working relationships with internal and external stakeholders.
Resident Concierge, Hyegrove is a key role within our community, providing exceptional service and support to our residents. You will be the first point of contact for residents, their families and guest, ensuring that their needs are met promptly, efficiently and with high levels of service at all times. This role is centred on delivering a personalised experience, helping residents with daily tasks, problems, community events, and general inquiries. Whether providing assistance with transportation, booking services, or organising social activities, the Resident Concierge will play an essential part in maintaining standards of excellence at Hyegrove. To be successful in this role, you should always leave a positive and lasting impression on residents and their families from the moment they step through our doors.
Key Responsibilities
* Serve as the main point of contact for residents and their families, providing personalised and attentive service.
* Coordinate daily bookings, assist with laundry, meal, private dining, and café services.
* Liaise with other departments to ensure smooth and timely delivery of resident needs.
* Organise community events, social activities, and support transport arrangements.
* Monitor resident well-being and help coordinate wellness or support services.
* Maintain up-to-date resident records and assist with administrative needs
Why This Role Matters
Our residents have led extraordinary lives — full of stories, wisdom, and character. Many are entering a new phase of life, and the transition into retirement living can feel daunting. As Resident Concierge, you are the reassuring, dependable presence that helps make that transition joyful.
Your role is the thread that ties everything together. Whether it’s responding to a small request with speed and care, or going the extra mile to surprise a resident with a thoughtful gesture, you’re helping them feel not just supported — but seen.
You are also a key bridge between departments. You’ll work closely with hospitality, care, maintenance, and wellness teams to ensure every detail is aligned. That means tracking preferences, anticipating needs, and gently advocating for resident satisfaction.
What We’re Looking For
Previous experience in customer service, hospitality, or concierge roles, ideally within healthcare, aged care or retirement living settings.
Strong organisational and multitasking skills.
Current First Aid certificate, or willingness to obtain this prior to commencing.
A caring, empathetic attitude with a commitment to providing high-quality service.
Understanding of and commitment to adhering to Aged Care Quality Standards, Retirement Living Industry best practices, and accreditation requirements.
Demonstrated commitment to continuous improvement processes and practices.
Highly developed communication skills, both written and verbal.
Proven ability to effectively influence and collaborate with staff who are not direct reports.
Desirable:
Experience working in a retirement living community or similar environment.
Knowledge of health and wellness services and retirement community dynamics.
A valid driver’s licence for assisting with transportation needs is a plus.
Why Work at Hyegrove?
A Passionate Team: Join a team that is committed to excellence and making a real difference in the lives of our residents.
Comprehensive Training: We provide ongoing training and development to ensure you have the tools to succeed in your role.
Flexible Working Environment: We support work-life balance and offer a range of working options.
Employee Benefits: Enjoy competitive remuneration, comprehensive health benefits, and opportunities for career growth within a growing company.