Chief Concierge

W Brisbane; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hotel training

Marriott recognition

Room discounts

F&B discounts

Wellbeing program

Employee assistance

Job summary

W Brisbane is seeking a dynamic Chief Concierge to lead our Concierge, Wheels and Welcome teams and bring the W brand to life for every guest. You will guide day-to-day operations and elevate guest experiences through the signature Whatever/Whenever service.

Working with the Welcome Manager and Hotel Leadership Team, you will coach talent, manage recruitment and training, and ensure personalised service across the guest journey in a fast-paced luxury environment.

Qualifications

• Experience leading luxury Concierge teams.
• Outstanding guest service mindset and problem-solving skills.
• Excellent communication and leadership abilities.

Responsibilities

• Lead daily Concierge, Wheels and Welcome operations.
• Ensure brand standards and policies are followed.
• Deliver seamless guest experiences from pre-arrival to post-stay.
• Resolve guest issues with urgency and close the loop.
• Drive loyalty programs and recognition initiatives.
• Coach, recruit and develop Concierge and Wheels staff.
• Plan scheduling to ensure coverage and smooth operations.
• Coordinate guest transport and local destination recommendations.

Job description

Explore an exciting new career path at W Hotels where your natural talent is celebrated. W Hotels work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.

CURATING ORIGINALITY TAKES TALENT

At W Brisbane, we are not in the business of ordinary hospitality. We are all about creating unforgettable moments, anticipating the unexpected, and delivering our signature Whatever/Whenever service. We are looking for a dynamic, people-focused Chief Concierge to lead our Concierge, Wheels and Welcome experience and ensure all Talent bring the W brand to life every day.

The Role

As the Chief Concierge, you will be responsible for leading the day-to-day operations of our Concierge, Wheels and Welcome teams. You'll ensure exceptional guest experiences, drive loyalty performance, support operational excellence, and inspire your team to consistently deliver memorable moments.

Working closely with the Welcome Manager and Hotel Leadership Team, you'll be a visible leader who empowers Talent, solves challenges creatively, and ensures every guest interaction reflects the energy and personality of W.

Lead the Guest Experience

Champion the W Vibe Tribe culture and inspire your team to deliver exceptional service

Drive guest loyalty and recognition programs to exceed brand targets

Deliver seamless guest experiences across the entire journey from pre-arrival through to post-stay

Resolve guest concerns with confidence, urgency and a "close the loop" mindset

Create surprise and delight moments through our signature Whatever/Whenever philosophy

Ensure VIP and loyalty guests receive exceptional recognition and personalised service

Lead and Inspire Talent

Coach, mentor, motivate and develop Concierge and Wheels talent

Assist with recruitment, onboarding, training and performance management

Foster a culture of inclusion, teamwork and accountability

Conduct scheduling and workforce planning to ensure effective operational coverage

Recognise and celebrate individual and team achievements.

Drive Operational Excellence

Oversee Concierge and Wheels operations

Ensure compliance with brand standards, policies and procedures

Maintain smooth daily operations while proactively identifying opportunities for improvement

Coordinate guest transportation requirements and local destination recommendations

Ensure vehicle and key security standards are maintained at all times

Monitor parking operations and oversee the safe handling of luxury vehicles

If you're passionate about guest experience, love leading high-performing teams, and thrive in a fast-paced luxury environment, we want to hear from you.

BENEFITS

• The best hotel training opportunities produced independently byWBrisbane and internationally recognized training programs by Marriott International
• 'Great Places to Work' certified
• Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
• Discounts on food & beverage across all our hotels
• Recognition programs to keep you motivated
• Wellbeing & mindfulness programs to ensure you stay healthy
• Employee Assistance Program

MI RECOGNITION

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

MI CAREERS SOCIAL MEDIA ACCOUNTS

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LEARN MORE

Visitwhotels.com/careersto learn more about our workplace culture and career opportunities.

DIVERSITY AND INCLUSION STATEMENT

We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity

Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust your process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, please email us at @whotels.com