Chief Concierge - InterContinental Hayman Great Barrier Reef

InterContinental Hotels & Resorts; Whitsunday Regional; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Subsidised staff accommodation

Staff meals

Dedicated staff facilities: pool, gym,

Discounts across InterContinental &Res

Job summary

InterContinental Hayman Great Barrier Reef is seeking a Chief Concierge to lead the Concierge and Instant Service teams, delivering personalised experiences and seamless guest journeys across the resort on Hayman Island. You will anticipate guest needs, curate bespoke island experiences, and elevate service standards in a fast-paced luxury environment.

The role requires strong leadership, deep knowledge of island activities, and the ability to coordinate with Front Office, F&B, Housekeeping and

Qualifications

• Demonstrated concierge, guest services or luxury resort leadership experience.
• Excellent verbal and written communication skills with proactive guest service mindset.
• Ability to manage high volumes of guest requests with ownership and follow-through.

Responsibilities

• Be the face of the Resort, lead the Concierge and Instant Service teams, and be visible in the lobby.
• Own guest requests from first contact to completion, ensuring follow-up and resolution.

Skills

Concierge leadership

Guest services leadership

Front office leadership

Communication skills

Problem solving

Roster planning

Tools

Canary

Opera PMS

Guest messaging systems

Job description

Chief Concierge - InterContinental Hayman Great Barrier Reef

InterContinental Hotels & Resorts – Whitsundays QLD

At InterContinental Hayman Great Barrier Reef, every day begins with ocean views and the spirit of true hospitality. Live, work, and thrive on one of the iconic 74 Whitsunday Islands, where a rewarding career meets an extraordinary island lifestyle - delivering and inspiring incredible experiences for our guests and colleagues alike.

Are you the person who always knows what guests need before they even have to ask?Do you thrive on solving the unexpected and making luxury service look effortless? This is your opportunity to bring your passion for exceptional guest experiences to Hayman Island, one of Australia’s most spectacular island destinations.

We are currently recruiting for an experienced Chief Concierge to perform the role of Assistant Guest Experience Manager – Concierge & Instant Services. You’ll be at the heart of the guest experience, leading a team dedicated to making every stay feel effortless, personal and extraordinary. From arranging unforgettable island experiences and special celebrations to responding to those unexpected requests that make every guest unique, you’ll help turn moments into memories.

Working closely with our Guest Experience, Front Office and wider resort teams, you’ll lead from the front - inspiring your team to anticipate needs, create genuine connections and deliver service that goes beyond expectations. You’ll be a trusted source of local knowledge, a problem solver, a planner and, when needed, the person who makes the seemingly impossible happen.

No two days will look the same. One moment you could be creating a bespoke island itinerary, the next helping a guest celebrate a special occasion or finding the perfect solution to an unexpected request. It’s fast-paced, highly personal and all about making people feel genuinely cared for.

If you’re naturally curious, love connecting with people and have a passion for creating those “how did you do that?” moments, this is your chance to lead a team, elevate luxury service and create memories that guests will take home with them long after they leave Hayman Island.

Your day-to-day responsibilities will include, but are not limited to:

• Be the face of the Resort, lead Concierge and Instant Service throughout the day, being visible in the lobby and anticipating what guests need before they even have to ask.
• Make every request count, take ownership from the first call or message through to completion, making sure requests are followed up, resolved and never simply passed from one department to another.
• Know Hayman inside and out, stay across everything from restaurants, activities and events to transport, itineraries and Resort facilities, so you can confidently create personalised recommendations and memorable experiences.
• Bring the teams together, work closely with Front Office, F&B, Housekeeping, Marina, Activities and other departments to make sure every part of the guest journey feels seamless.
• Lead from the front, coach and support the Concierge and Instant Service team, drive luxury service standards and step in during busy arrivals, departures, VIP experiences and guest recovery moments.

See Yourself in Our Team

To be successful in this full-time role, you’ll have:

• Demonstrated Concierge, guest services, front office, call centre or luxury resort leadership experience.
• Excellent verbal and written communication skills and a strong instinct for proactive guest service.
• Proven ability to manage high volumes of guest requests while maintaining ownership, prioritisation and follow-through.
• Strong systems capability. Experience with Canary, Opera or comparable guest messaging, PMS and request-management platforms is highly regarded.
• Excellent Resort knowledge, itinerary planning, problem-solving and stakeholder coordination skills.
• Ability to analyse response-time and request data and translate it into operational improvements.
• Demonstrated experience leading, coaching and rostering a guest-facing team.
• Valid driver license and RSA, or willingness to obtain where required.
• Flexibility to work weekends, evenings and public holidays as required.

Live the Island Life

Join a vibrant and diverse team, making lifelong friendships, and become part of an unforgettable island community.

We make island living convenient and affordable with subsidised staff accommodation and meals. We also offer dedicated staff facilities -pool, beach, gym, bar, diner, laundry, and more.

Enjoy swimming, snorkeling, hiking, kayaking, and exploring the Whitsundays after your shift or on your days off.

Your commute ends in paradise, with beautiful beaches and breathtaking ocean views just moments away.

Grow your career with opportunities for career growth, training, and professional development.

Enjoy exclusive employee, friends, and family discount rates across our InterContinental Hotels & Resorts properties worldwide.

At IHG Hotels & Resorts, we believe great hospitality starts with great people.We are committed to creating an inclusive workplace where everyone feels welcome, respected and valued. We encourage applications from people of all backgrounds, religions, genders, gender identities and sexual orientations. We pride ourselves on a diverse and family friendly environment, and welcome applicants with primary school aged children as our island offers a State Primary School.

If you require any adjustments during the recruitment process, please let us know, we're here to support you.

Ready to Work in Paradise