Luxury Concierge & Guest Experience Lead

W Brisbane; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hotel training

Marriott recognition

Room discounts

F&B discounts

Wellbeing program

Employee assistance

Job summary

W Brisbane is seeking a dynamic Chief Concierge to lead our Concierge, Wheels and Welcome teams and bring the W brand to life for every guest. You will guide day-to-day operations and elevate guest experiences through the signature Whatever/Whenever service.

Working with the Welcome Manager and Hotel Leadership Team, you will coach talent, manage recruitment and training, and ensure personalised service across the guest journey in a fast-paced luxury environment.

Qualifications

• Experience leading luxury Concierge teams.
• Outstanding guest service mindset and problem-solving skills.
• Excellent communication and leadership abilities.

Responsibilities

• Lead daily Concierge, Wheels and Welcome operations.
• Ensure brand standards and policies are followed.
• Deliver seamless guest experiences from pre-arrival to post-stay.
• Resolve guest issues with urgency and close the loop.
• Drive loyalty programs and recognition initiatives.
• Coach, recruit and develop Concierge and Wheels staff.
• Plan scheduling to ensure coverage and smooth operations.
• Coordinate guest transport and local destination recommendations.

Job description

W Brisbane is seeking a dynamic Chief Concierge to lead our Concierge, Wheels and Welcome teams and bring the W brand to life for every guest. You will guide day-to-day operations and elevate guest experiences through the signature Whatever/Whenever service.

Working with the Welcome Manager and Hotel Leadership Team, you will coach talent, manage recruitment and training, and ensure personalised service across the guest journey in a fast-paced luxury environment.