Head of Luxury 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 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