Head Concierge & Guest Experience Leader

Grand Hyatt; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Grand Hyatt Melbourne is seeking a dynamic Concierge Leader to oversee guest services, driving service excellence and developing a high-performing team. You will lead the Concierge, Front Service, and Bell Operations to deliver memorable experiences for every guest.

Reporting to the Front Office Manager, you will coordinate VIP guest requests, manage rostering, monitor performance, and ensure seamless arrivals and departures while upholding Hyatt standards.

Qualifications

• Leadership experience in Concierge/Front Office or Luxury hotel operations.
• Excellent knowledge of Melbourne's dining, entertainment, tourism and culture.
• Outstanding communication and interpersonal skills.
• Passion for delivering memorable guest experiences.
• Proven ability to lead, coach and develop teams.
• Strong organisational and administrative skills, including rostering.
• Experience managing guest feedback and service recovery.
• Knowledge of hotel property management systems and concierge technologies.
• Current First Aid certification (or willingness to obtain).
• Willingness to work a rotating roster including weekends, evenings and public holidays.

Responsibilities

• Lead, coach, and inspire the Concierge and Front Service teams.
• Conduct daily team briefings and communicate priorities and guest requirements.
• Identify and develop future leaders through coaching and succession planning.
• Coordinate departmental training programs and maintain training records.
• Foster an engaging, high-performing team culture aligned with Hyatt's values.
• Oversee daily operation of Concierge, Bell Services, Valet Parking and driveway activities.
• Ensure compliance with Hyatt brand standards and SOPs.
• Support Front Office to ensure seamless guest arrivals and departures.
• Maintain awareness of daily hotel activities, VIP arrivals, functions and events.
• Act as senior point of contact during operational challenges and guest service escalations.

Skills

Leadership

Guest relations

Communication skills

Problem solving

Rostering

Organisational skills

Tools

PMS software

Concierge technologies

Job description

Grand Hyatt Melbourne is seeking a dynamic Concierge Leader to oversee guest services, driving service excellence and developing a high-performing team. You will lead the Concierge, Front Service, and Bell Operations to deliver memorable experiences for every guest.

Reporting to the Front Office Manager, you will coordinate VIP guest requests, manage rostering, monitor performance, and ensure seamless arrivals and departures while upholding Hyatt standards.