Head Concierge — Luxury Guest Experience Leader

The Star Entertainment Group; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Star Brisbane is seeking a Chief Concierge to lead the Concierge and Bell Services teams, reporting to the Hotel Operations Manager, and to ensure flawless arrivals, stays and departures for guests in our luxury hotel.

You will inspire a team of 30+ colleagues, manage VIP arrivals and events, build strong partnerships with luxury providers and internal stakeholders, and drive service excellence through coaching and tight operational standards.

Qualifications

• Previous experience as a Chief Concierge, Assistant Concierge or similar leadership role within a luxury hotel.
• Strong leadership skills with a proven ability to inspire, coach and develop teams.
• Exceptional guest service and relationship-building abilities.
• Experience managing VIP guest experiences and luxury service standards.
• Outstanding communication and problem-solving skills.
• Strong organisational skills and the ability to manage competing priorities.
• Hospitality qualifications or equivalent experience highly regarded.

Responsibilities

• Lead the day-to-day operation of the Concierge team
• Inspire, develop and manage a high-performing Concierge and Bell Services team of over 30 team members
• Deliver exceptional guest experiences through world-class service and attention to detail
• Oversee VIP arrivals, departures and special events to ensure flawless execution
• Build strong relationships with internal stakeholders, luxury service providers and local business partners
• Ensure guests receive expert local knowledge, travel assistance, reservations and recommendations
• Drive service excellence through coaching, mentoring and performance management
• Maintain operational standards, administrative records and departmental procedures
• Monitor guest feedback and implement continuous improvements to service delivery
• Ensure compliance with company policies, safety requirements and service standards

Skills

Leadership

Guest service

VIP service

Communication

Problem solving

Organization

Education

Hospitality qualifications

Job description

The Star Brisbane is seeking a Chief Concierge to lead the Concierge and Bell Services teams, reporting to the Hotel Operations Manager, and to ensure flawless arrivals, stays and departures for guests in our luxury hotel.

You will inspire a team of 30+ colleagues, manage VIP arrivals and events, build strong partnerships with luxury providers and internal stakeholders, and drive service excellence through coaching and tight operational standards.