Chief Concierge

Hyatt; City of Melbourne; Sur place; AUD 90 000 - 110 000; Plein temps

Résumé du poste

Hyatt is seeking a Concierge Lead to drive guest experience across the Front Office service desks, Concierge, and associated operations. You will lead, coach and inspire teams to deliver exceptional, personalized service and ensure seamless arrivals and departures for all guests.

This role requires outstanding communication, problem-solving and rostering skills, with a passion for guest satisfaction, a deep knowledge of Melbourne's dining and entertainment scene, and a commitment to Hyatt's

Qualifications

• Previous leadership experience in Concierge or Front Office.
• Strong knowledge of Melbourne dining, entertainment, and tourism.
• Excellent communication and problem-solving abilities.
• Ability to coach and develop high-performing teams.

Responsabilités

• Lead Concierge and Front Service teams to deliver service excellence.
• Provide personalized guest recommendations and coordinate reservations and transfers.
• Respond to guest concerns professionally and drive service recovery.
• Coach daily briefings, training, and succession planning.
• Oversee daily operations of Concierge, Bell Services, Valet, and driveway activities.

Connaissances

Leadership

Guest relations

Communication skills

Problem-solving

Organizational skills

Outils

Hotel PMS

Concierge technologies

Description du poste

About the Role

Reporting to the Front Office Manager, you will be responsible for leading concierge operations, enhancing the guest experience, developing high-performing teams, and driving service excellence throughout the hotel.

Key Responsibilities

Guest Experience & Concierge Services

• Deliver exceptional and personalized service to all guests, ensuring memorable and unique experiences.
• Provide expert recommendations and assistance regarding local attractions, dining, entertainment, transportation, and cultural experiences.
• Coordinate restaurant reservations, tours, airport transfers, limousine services, and other guest requests.
• Build strong relationships with VIP and returning guests, anticipating needs and exceeding expectations.
• Resolve guest concerns and complaints professionally and efficiently.

Leadership & Team Development

• Lead, coach, mentor, and inspire the Concierge and Front Service teams.
• Conduct daily team briefings and communicate business priorities, hotel information, and guest requirements.
• Identify and develop future leaders through ongoing coaching and succession planning.
• Coordinate departmental training programs and maintain training records.
• Foster an engaging, inclusive, and high-performing team culture aligned with Hyatt's values.

Operational Leadership

• Oversee the daily operation of Concierge, Bell Services, Valet Parking, and hotel driveway activities.
• Ensure compliance with Hyatt brand standards and operational procedures.
• Support the Front Office operation to ensure seamless guest arrivals, departures, and overall hotel experiences.
• Maintain awareness of daily hotel activities, VIP arrivals, functions, and events.
• Act as a senior point of contact during operational challenges and guest service escalations.
• Assume responsibility for hotel operations in the absence of senior leadership when required.

Business & Performance Management

• Monitor team performance through key performance indicators, guest satisfaction results, and service quality measures.
• Analyse guest feedback and implement continuous improvement initiatives.
• Manage departmental rostering and labour resources to meet operational demands.
• Contribute to departmental budgeting, cost control, business planning, and profitability objectives.
• Develop and maintain strong relationships with premium local service providers and business partners.

Safety & Compliance

• Champion workplace health and safety practices across the department.
• Ensure team members are trained in emergency procedures and relevant compliance requirements.
• Act as Chief Warden during emergency situations and coordinate appropriate responses when required.
• Maintain high standards of safety, security, hygiene, and professional conduct.

About You

To be successful in this role, you will have:

• Previous leadership experience in Concierge, Front Office, Guest Relations, or Luxury Hotel Operations.
• Exceptional knowledge of Melbourne's dining, entertainment, tourism, and cultural offerings.
• Outstanding communication, interpersonal, and problem-solving skills.
• A genuine passion for delivering memorable guest experiences.
• Proven ability to lead, coach, and develop teams.
• Strong organisational and administrative skills, including rostering and operational planning.
• Experience managing guest feedback and service recovery.
• Knowledge of hotel property management systems and concierge technologies.
• Current First Aid certification (or willingness to obtain).
• Flexibility to work a rotating roster including weekends, evenings, and public holidays.