Chief Concierge
As a senior hospitality professional, you will play a pivotal role in delivering exceptional guest experiences and creating lasting impressions.
This key position involves leading a team of concierges to provide seamless support across the concierge, bell desk, and door operations. You will be responsible for proactively resolving guest requests, concerns, and enquiries using feedback as a tool to enhance overall guest satisfaction and service delivery.
The ideal candidate will have a proven track record of providing outstanding customer service, excellent communication skills, and the ability to work effectively in a fast-paced environment.
Key responsibilities include:
* Leading a high-performing concierge team to deliver exceptional guest experiences
* Coordinating guests' needs, handling special requests, and enquiries
* Developing great working relationships with internal and external stakeholders
* Proactively resolving guest requests, concerns, and enquiries
* Managing daily staffing requirements and assigning tasks in alignment with occupancy levels and guest needs
* Fostering team development through hands-on training, coaching, and constructive feedback
Requirements include:
* A minimum of four years' experience in a luxury or upscale hotel environment as a Concierge, Duty Manager or Guest Relations leader
* At least one year in a supervisory or leadership role
* Guest excellence – Proven ability to elevate the guest journey through exceptional service, innovation, and effective stakeholder engagement
* Membership in Les Clefs d'Or is desirable, or interest or intent to actively pursue this accreditation
* Technological proficiency – Confident in using industry systems such as Opera and Microsoft Office Suite
* Outstanding communication skills – Articulate in both written and verbal communication, with the confidence to engage, influence, and inspire
* Warm and approachable demeanor – Naturally welcoming, personable, and easy to engage with
* Leadership capability – Demonstrated success in leading and motivating a high-performing concierge team, fostering a culture of excellence, accountability, and service
* Educational background – Tertiary qualifications in business or a related discipline are highly regarded
* Organisational strength – Highly organised with excellent time management skills, able to perform under pressure and manage multiple priorities effectively
* Adaptability and resilience – Thrive in a fast-paced environment, demonstrating flexibility and composure
* Flexible availability – Willingness to work across a rotating roster, including evenings, weekends, and public holidays, as required by the nature of the hospitality industry
* Licensing and certifications: Valid Australian Driver's Licence; Current First Aid and CPR certification; Responsible Service of Alcohol (RSA) certification
Benefits:
* Competitive salary that rewards all your hard work
* Wide range of benefits designed to help you live your best work life – including laundry for business attire, impressive room discounts, competitive products & services discounts program
* Some of the best training in the business
We value diversity, equity, and inclusion in our workplace. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
We give every member of the team the room they need to belong, grow and make a difference in a collaborative environment.
],