Head of Luxury Guest Experience & Concierge

Four Seasons; Sydney; On-site; AUD 160,000 - 240,000; Full time

Benefits offered by this job

Competitive Salary

Training and Development opportunities

Complimentary Accommodation at other F

Complimentary Dry Cleaning for Uniform

Complimentary Employee Meals

Job summary

Four Seasons Hotel Sydney is seeking a Director of Guest Experience & Concierge to lead the Guest Experience Strategy and Concierge Operations, delivering five-star service across all touchpoints. You will drive guest loyalty, oversee VIP experiences, and mentor a high-performing team in a luxury environment.

In this role you will partner with hotel leadership to uphold brand standards, build bespoke guest experiences, and advance service excellence through continuous improvement and strategic

Qualifications

• 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.
• Excellent 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 and continuous improvement initiatives.

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

Leadership

Guest Experience

VIP Services

Communication

People Leadership

Brand & Luxury

Service Recovery

Job description

Four Seasons Hotel Sydney is seeking a Director of Guest Experience & Concierge to lead the Guest Experience Strategy and Concierge Operations, delivering five-star service across all touchpoints. You will drive guest loyalty, oversee VIP experiences, and mentor a high-performing team in a luxury environment.

In this role you will partner with hotel leadership to uphold brand standards, build bespoke guest experiences, and advance service excellence through continuous improvement and strategic