Confessions of a concierge

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.

Torquay’s Bells Beach is considered one of the best surf beaches in the world.

It’d be easy to think Australian surf culture was born around the right-hand point breaks of the Gold Coast and Byron Bay. These regions seem the epitome of how the world views Aussie surfers – bronzed (or burnt), languishing in warm water and sunshine. The reality is a lot different.

The rise of surf culture along Victoria’s coastline

surfers at Bells Beach in Australia — Surfers stand on the shore at Bells Beach, where the country’s biggest surfing competition is held each year. (Image: Getty/Filed Image)

True Aussie surf culture was born on the chilly waves of Victoria’s winters, when huge swells from the Great Southern Ocean hit cliff-lined beaches along the Great Ocean Road. These beaches were the ultimate proving ground – surfers from all over Australia arrived in panel vans and VWs to do battle with the biggest waves they could find.

Surfers take advantage of the huge swells from the Great Southern Ocean at Bells Beach. (Image: Tourism Australia/Cameron Murray)

There are surf breaks all along this very picturesque coast – but those around Torquay were most revered. The ultimate test of a surfer’s ability – and durability – however, was Bells Beach: Australia’s answer to Hawai‘i’s Pipeline. Just beyond, the breaks at Jan Juc and Winkipop beckoned.

an aerial view of surfers at Bells Beach — Hit the waves along the picturesque coast. (Image: Tourism Australia)

Torquay became surfing’s Silicon Valley: HQ for the entire Australian surf culture revolution. Four young locals worked out of their backyards in Torquay to create two of the world’s biggest surf labels – Rip Curl and Quiksilver, which soon became the region’s biggest employers.

surfers out at Bells Beach — Surfers out at Bells Beach, Victoria’s most famous beach. (Image: Tourism Australia/Cameron Murray)

Rip Curl started sponsoring the Bells Beach Pro in 1973 – and have done ever since. It’s been going since 1962 – making it the world’s longest continually run surfing contest. Held every Easter, it’s part of the world surfing tour. Spectators line its 30-metre-high cliffs to watch the world’s best take on enormous waves – it’s the ultimate coliseum for the sport and has inspired generations of Aussie surfers to join the list of heroes whose names are on its iconic bell.

Follow the waves through Victoria’s surfing heartland

Australian National Surfing Museum, Torquay — The Australian National Surfing Museum in Torquay. (Image: Tourism Australia)

Just behind Torquay’s main drag, you can see all that history on display at the world’s best surf museum – the Australian National Surfing Museum. Here you can take your time absorbing the 100-year-or-so history of Australian surfing and check out the 150-strong surfboard collection.

surfboards on display at Australian National Surfing Museum — The museum holds surfing memorabilia, including a room dedicated to the history of boards. (Image: Tourism Australia)

But classic Aussie surf culture can be observed in everyday life all over the Great Ocean Road and Torquay. Surfing dictates life here; no work is done until the big swells have come and gone. Just being here provides a window into 60-odd years of rebellion against convention; for no-one likes nine-to-five living on the Great Ocean Road.

surfing memorabilia at Australian National Surfing Museum — The varied displays celebrate the Bells Beach competition, surfing legends and Aussie surf culture. (Image: Tourism Australia)

There’s less panel vans and VW Beetles these days, but surf culture still rules life. Surfers run this coast; you’re better off keeping out of their way when they’re running down past you to face the biggest swells – then hear them swap stories at cafes, restaurants and bars all around you.

surfing at Bells Beach — The beach near Torquay is Australia’s answer to Hawai‘i’s Pipeline. (Image: Visit Victoria/William Watt)

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The iconic Victorian beach where true Aussie surf culture was born

Torquay’s Bells Beach is considered one of the best surf beaches in the world.

The rise of surf culture along Victoria’s coastline

Follow the waves through Victoria’s surfing heartland