Jorge Sousa spills the secrets of his role working as Chief Concierge at a top hotel.
I started as a concierge in 1986, but for the past 10-and-a-half years I’ve been Chief Concierge at the Four Seasons Hotel Sydney.
So I’ve been doing this job for 27 years. It’s changed a lot in that time – back in the day we had a handwritten ‘concierge bible’, which had thousands of entries and had to be updated every month. We’d get the most junior concierge to check every phone number, every listing, and make any updates by hand. Thank God for the internet!
My job description is to do anything and everything possible for guests, as long as it is legal and moral. One time back in the ’80s, I was asked by a guest to find a goat – he wanted to sacrifice it. He’d just come back from Indonesia where he’d seen a tarot card reader, and she’d told him that unless he sacrificed a goat in the next 48 hours, something disastrous would happen to him and his family.
I was very young at the time, only two years into concierging, but obviously I wasn’t going to help this guy sacrifice a goat. In the end we had to get security involved, and we eventually talked him out of it. Forty-eight hours later the guest and his family were still alive and happy… and celebrating in our bar!
I get between 80 and 120 requests from guests every day. One guest asked for a private plane to be chartered to take him overseas within two hours – we made it in under three. That was challenging.
I have the answers for tricky questions too, like recommendations on strip joints. We have a tasteful booklet called Sydney After Dark – it has all the info on nightclubs, companionship services and so on.
My job doesn’t stop at the desk. The concierge is really the friend away from home for the guest. So for example, if I see someone in the lobby looking a bit lonely, I’ll offer them a newspaper, that sort of thing.
Have I seen some bizarre things? Of course. Being a hotel we see all kinds of people; we have challenging days like any job. But I can’t go into details on that, obviously. For me, each day is a learning process. I meet wonderful people every day and that’s probably what keeps me in this job.
Townsville is buzzing as the events capital of North Queensland, with a host of festivals, international sporting and arts events on offer.
Perched between the Coral Sea, the towering pink monolith of Castle Hill, and fringed by ancient rainforest ranges, Townsville North Queensland is a genuine tropical playground.
Here, find postcard-worthy landscapes all the way from nearby Magnetic Island to inland swimming holes and waterfalls – all dotted with an array of endemic wildlife. Get the heart racing with adrenaline water sports. Soak in a world-class arts scene. And take advantage of a culinary offering that punches well above its weight.
And, then there’s the fact that Townsville has fast become the destination to an outstanding line-up of events – from live music to top-level sporting contests.
Whether you have a weekend or weeks, there’s plenty here to fill your tropical getaway.
Day 1: An eventful day
Morning
Explore The Strand.
Daily flights offer easy connectivity from all capital cities to Townsville Airport, and within 10 minutes’ drive, you’re in the city centre. Start your stay by recharging with breakfast or coffee at the city’s newest spot, Botaniq Cafe, on the ground floor of the award-winning Bridgewater restaurant on the banks of Ross Creek.
Start exploring on a breezy walk along the 2.5-kilometre foreshore of The Strand. Here, a waterfront path stretches all the way to the headland of Jezzine Barracks parklands. Admire more than 35 sculptures and artworks, as well as stunning views from the top of the park. Further along, Queens Gardens, established in 1870, offers a cool retreat and is Townsville’s oldest botanic garden.
Stroll Gregory Street, off The Strand, for boutiques, homeware stores, cafes and restaurants, or follow a self-guided street art walking trail through the city centre, stopping to admire colourful works by big-name artists including Queenslander Fintan Magee.
Afternoon
Time your trip for one of many Townsville events.
For a casual lunch, stop in at Balabite for Mediterranean and Middle Eastern-inspired street food. Build your own pita with a choice of fillings, before enjoying a relaxing afternoon in preparation for one of Townsville’s big events.
Whether it’s a concert from a big-name international band – think Foo Fighters or Guns ‘n’ Roses – or a night cheering on the Wallabies in the Rugby World Cup, there’s plenty to entertain you.
Take a lunchtime sailing trip with Pilgrim Sailing.
Fuel up with breakfast at Cbar on The Strand, looking out to your destination for the day: Magnetic Island (or ‘Maggie’ to the locals). Catch a quick ferry to spend the day exploring walking trails through national park, choosing from 23 beaches and trying a hand at the island’s water sports.
The Forts Walk is the best place to see wild koalas in Australia, and you’re likely to find friendly wallabies at the Nelly or Geoffrey Bay headlands. Try guided snorkelling with Aquascene Magnetic Island or Pleasure Divers, or take a land-based tour with MI Ride Discovery Tours to the secluded west coast of the island.
Pilgrim Magnetic Island offers four-hour lunchtime sailing trips aboard a 58-foot luxury yacht, dropping in to some of Magnetic Island’s remote bays for snorkelling or swimming and including gourmet grazing platters, drinks and ocean views.
End your day watching the sunset from Ardo’s Rooftop.
However your day looked, end it with cocktails and canapes at Townsville’s Ardo Rooftop. Find something more substantial at the hotel’s elegant but casual Chef-hatted Japanese restaurant Terasu, where each dish is a work of art.
Day 3: Natural delights
Morning
Join the locals for an early walk to the peak of Castle Hill. (Credit: My Colourful World)
Join the local early morning pilgrimage to hike up Castle Hill for the best 360-degree views in town, before heading to breakfast at Spirited Goat for gourmet treats and locally brewed coffee.
A trip to Townsville wouldn’t be complete without a visit to the outer Great Barrier Reef. For those with time, Adrenalin Snorkel and Dive runs full-day trips to the Museum of Underwater Art for snorkellers and divers to admire the reef’s stunning collection of submerged sculptures on John Brewer Reef, about two hours by boat from Townsville.
Afternoon
Stop into the award-winning Shorehouse.
Round off your Townsville getaway with lunch at Shorehouse, awarded Best Restaurant in the North Queensland People’s Choice Awards every year since 2023. Dine on the deck to catch the breeze and sample modern Asian cuisine as you watch the world go.
Keen for something more to extend your stay? There are always more adventures –new, familiar and with a twist – in the events capital of the North.
