Chief Concierge

Grand Hyatt; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Grand Hyatt Melbourne is seeking a dynamic Concierge Leader to oversee the guest experience across Concierge, Bell Services, and Front Service areas. You will lead, coach, and develop teams to deliver exceptional service, while ensuring seamless operations and brand compliance.

The role requires a strong track record in luxury hospitality, outstanding communication, and the ability to manage rosters, training, and guest recovery with a proactive mindset.

Qualifications

• Proven leadership in Concierge or Front Office roles.
• Exceptional knowledge of Melbourne dining and culture.
• Excellent communication and problem-solving skills.
• Willing to work weekends/evenings/holidays.
• Experience with rostering and staff training.

Responsibilities

• Lead Concierge, Bell Services, and Front Service teams.
• Deliver personalized guest experiences and services.
• Coordinate reservations, transfers, and guest requests.
• Monitor KPIs and guest satisfaction to drive improvements.
• Ensure safety, compliance and brand standards.

Skills

Leadership

Guest relations

Communication

Problem solving

Coaching

Roster planning

Customer service

Operations awareness

Emergency response

Education

First Aid certification

Job description

Organization- Grand Hyatt Melbourne

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 ResponsibilitiesGuest 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.

Qualifications

About You

• 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.