Director Of Guest Experience & Concierge

Four Seasons Hotels Ltd; Sydney; On-site; AUD 180,000 - 250,000; Full time

Benefits offered by this job

Competitive Salary

Excellent Training and Development

Complimentary Accommodation at other

Complimentary Dry Cleaning forEmployee

Complimentary Employee Meals

Job summary

Four Seasons Sydney is seeking a Director of Guest Experience & Concierge to lead strategy for guest satisfaction, loyalty, and brand reputation within a luxury five-star hotel. You will oversee Concierge operations and tailor VIP experiences while building a high-performing team committed to exceptional service.

The role demands proven senior leadership in luxury hospitality, deep knowledge of guest experience management, and strong relationship-building with guests and partners to elevate

Qualifications

• Proven leadership experience in a senior management role within luxury five-star hotels.
• Strong expertise in guest experience management, including VIP services and personalised service delivery.
• Exceptional communication and interpersonal skills.
• People leadership including recruitment, coaching, performance management, and team development.
• Knowledge of local luxury destinations and premium guest experiences.
• Ability to manage budgets, rostering, payroll, and service recovery.

Responsibilities

• Lead the Guest Experience Strategy by developing and implementing initiatives that enhance guest satisfaction, loyalty, and overall hotel reputation
• Oversee Concierge Operations, ensuring the delivery of exceptional, personalised services and bespoke guest experiences
• Manage VIP and High-Profile Guest Experiences, coordinating tailored arrangements, special requests, and exclusive services
• Drive Service Excellence across all guest touchpoints, maintaining five-star luxury hospitality standards and a culture of exceptional service
• Lead and Develop the Guest Experience and Concierge Teams, fostering engagement, performance, accountability, and professional growth
• Manage Guest Feedback and Service Recovery, addressing concerns promptly and implementing continuous improvement initiatives
• Build Strategic Partnerships with luxury service providers, local businesses, and tourism partners to enhance guest offerings and experiences
• Collaborate with Hotel Leadership and Operational Departments to ensure seamless service delivery, achievement of business objectives, and compliance with brand standards

Skills

Guest experience management

VIP services

Leadership

Communication skills

Team development

Strategic partnerships

Tools

Hotel systems

Payroll software

Rostering software

Job description

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world - and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves.

About the Role:

The Director of Guest Experience & Concierge is responsible for developing and executing strategies that enhance guest satisfaction, loyalty, and brand reputation. The role oversees the Concierge and Guest Experience operations while leading a high-performing team committed to delivering exceptional and memorable stays. This position serves as a key ambassador of our luxury brand, ensuring personalised service standards are consistently achieved across all guest touchpoints.

What you will do:

Lead the Guest Experience Strategy by developing and implementing initiatives that enhance guest satisfaction, loyalty, and overall hotel reputation

Oversee Concierge Operations, ensuring the delivery of exceptional, personalised services and bespoke guest experiences

Manage VIP and High-Profile Guest Experiences, coordinating tailored arrangements, special requests, and exclusive services

Drive Service Excellence across all guest touchpoints, maintaining five-star luxury hospitality standards and a culture of exceptional service

Lead and Develop the Guest Experience and Concierge Teams, fostering engagement, performance, accountability, and professional growth

Manage Guest Feedback and Service Recovery, addressing concerns promptly and implementing continuous improvement initiatives

Build Strategic Partnerships with luxury service providers, local businesses, and tourism partners to enhance guest offerings and experiences

Collaborate with Hotel Leadership and Operational Departments to ensure seamless service delivery, achievement of business objectives, and compliance with brand standards

What you will bring:

Proven leadership experience in a senior management role within a luxury five-star hotel, resort, or premium hospitality environment

Strong expertise in guest experience management, including VIP services, service excellence, guest satisfaction, and personalised service delivery

Exceptional communication and interpersonal skills, with the ability to build strong relationships with guests, team members, and external partners

Demonstrated people leadership capabilities, including recruitment, coaching, mentoring, performance management, and team development

Exceptional knowledge of local destinations, luxury lifestyle services, and premium guest experiences, with the ability to curate bespoke recommendations and exclusive experiences

Excellent problem-solving and service recovery skills, with the ability to remain composed and make sound decisions in high-pressure situations

Strong commercial and operational acumen, including experience with hotel systems, guest satisfaction metrics, budgeting, rostering, payroll and continuous improvement initiatives

What We Offer:

Competitive Salary, wages, and a comprehensive Department Head benefits package

Excellent Training and Development opportunities

Complimentary Accommodation at other Four Seasons Hotels and Resort

Complimentary Dry Cleaning for Employee Uniforms

Complimentary Employee Meals

Director of Guest Experience & Concierge • Four Seasons Sydney