Director of Guest Experience & Concierge

Location: THE ROCKS, NSW

Salary: Not Specified

Job Type: Permanent position | Full time position

• 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

What you will bring:

• 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
• Exceptional 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, payroll and continuous improvement initiatives

What We Offer:

• Competitive Salary, wages, and a comprehensive Department Head benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other

Four Seasons Hotels and Resort

• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals

If you think you are a fit for this role, we look forward to receiving your application! Remuneration for this role is in the range of $90-95K plus incentive plan/super and benefits. We make it a point to take the time to review each resume carefully to select those that are a match with the preferred qualifications for the job. If that’s you, we will contact you to set up a time to get to know each other.