Luxury Guest Experience Director & VIP Concierge Leader

Four Seasons Hotels; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive Salary

Training & Development

Complimentary Accommodation at other 4

Complimentary Dry Cleaning

Employee Meals

Job summary

Four Seasons Hotel Sydney is seeking a Director of Guest Experience & Concierge to lead strategy and deliver exceptional, personalised guest experiences across all touchpoints. You will oversee Concierge and Guest Experience operations, guiding a high-performing team to uphold luxury standards with a customer-centric approach.

The role requires a proven background in senior hospitality leadership, strong communication, and a deep knowledge of premium guest experiences and local destinations.

Qualifications

• Proven leadership in a senior management role within a luxury five-star hotel or resort.

Responsibilities

• Lead the Guest Experience Strategy and initiatives to boost satisfaction and loyalty.
• Oversee Concierge Operations delivering personalised services and bespoke experiences.
• Manage VIP and High-Profile Guest Experiences with tailored arrangements and exclusive services.
• Drive Service Excellence across all touchpoints to uphold five-star standards.
• Lead and develop the Guest Experience and Concierge Teams with growth and accountability.
• Manage Guest Feedback and service recovery, driving continuous improvement.
• Build strategic partnerships with luxury providers and local businesses.
• Collaborate with hotel leadership to ensure seamless service delivery and brand standards.

Skills

Senior leadership

Guest experience management

VIP services

Communication

People development

Local luxury destinations

Problem solving

Operational acumen

Job description

Four Seasons Hotel Sydney is seeking a Director of Guest Experience & Concierge to lead strategy and deliver exceptional, personalised guest experiences across all touchpoints. You will oversee Concierge and Guest Experience operations, guiding a high-performing team to uphold luxury standards with a customer-centric approach.

The role requires a proven background in senior hospitality leadership, strong communication, and a deep knowledge of premium guest experiences and local destinations.