Head Concierge & Guest Experience Leader

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

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.