Twelve months ago, the Victorian roster sat at single digits. Today it is in three figures, with permanent placements at residential and commercial buildings across Melbourne, Geelong, and the regional hubs. It is the fastest year of growth in our concierge division so far, and it has shaped how we hire, train, and supervise.
A few notes from the year, written down for the teams that will lead the next one.
Hire local. Always. A Sydney supervisor running a Melbourne site by phone does not scale. We hired in-market from day one — operations leads who live in the same suburbs as the buildings, who know the routes, who can be on site inside the hour when something needs eyes. Every recruitment cycle in the year started in Melbourne, not in Sydney.
Standard, not style. Building stock in Victoria is different. Lobbies tend to be older, resident profiles skew differently, the climate changes which parts of the job matter most. The standard does not. We held the same induction, the same brief, the same documentation across every site, and let the local team translate it into the texture of their building.
Supervised on the floor. The single most important investment of the year was supervisor time. Account leads visited every building monthly. The state lead visited every building quarterly. None of this scales beyond a point — but it has carried us through the first year of three-figure headcount, and it is the practice we will protect as the team grows further.
Where it landed: residential towers in the CBD and Southbank, premium offices in the legal precincts, and a small cluster of regional properties — Geelong, Bendigo, and the Mornington Peninsula — that have surprised us with how steady the demand has been.
Victoria is now around half the size of our New South Wales operation, by headcount. We expect that gap to close inside the next eighteen months.
For the buildings we onboarded this year, and the teams who held the line through the busy months — thank you. The next year asks for more of the same.