Luxury Guest Experience Director | VIP Concierge Leader

Four Seasons; New South Wales; On-site; AUD 190,000 - 260,000; Full time

Benefits offered by this job

Department Head benefits

Training opportunities

Complimentary accommodation at other F

Dry cleaning for employee uniforms

Employee meals

Job summary

Four Seasons Hotel Sydney in Australia seeks a Director of Guest Experience & Concierge to lead strategy and deliver exceptional, personalised services for luxury guests. You will oversee Concierge and Guest Experience operations, guiding a high-performing team committed to five-star standards and remarkable stays.

The role requires proven leadership in luxury hospitality, VIP service mastery, and strong collaboration with hotel leadership to maintain brand excellence and elite guest experiences.

Qualifications

• Senior management experience in a luxury five-star hotel, resort, or premium hospitality.
• Expertise in guest experience management including VIP services and personalised delivery.
• Excellent communication and interpersonal skills to build guest and partner relationships.
• Demonstrated people leadership: recruitment, coaching, mentoring, performance management.
• Strong knowledge of local destinations and premium guest experiences for bespoke recommendations.
• Excellent problem-solving and service recovery in high-pressure situations.
• Strong commercial and operational acumen: budgeting, rostering, payroll, continuous improvement.

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

VIP services

People leadership

Guest satisfaction

Personalised service

Communication

Hotel systems

Tools

Hotel systems

Job description

Four Seasons Hotel Sydney in Australia seeks a Director of Guest Experience & Concierge to lead strategy and deliver exceptional, personalised services for luxury guests. You will oversee Concierge and Guest Experience operations, guiding a high-performing team committed to five-star standards and remarkable stays.

The role requires proven leadership in luxury hospitality, VIP service mastery, and strong collaboration with hotel leadership to maintain brand excellence and elite guest experiences.