Director of Guest Experience & Concierge

Job description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world – and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves. About the Role: The Director of Guest Experience & Concierge is responsible for developing and executing strategies that enhance guest satisfaction, loyalty, and brand reputation. The role oversees the Concierge and Guest Experience operations while leading a high-performing team committed to delivering exceptional and memorable stays. This position serves as a key ambassador of our luxury brand, ensuring personalised service standards are consistently achieved across all guest touchpoints. What you will do: 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! 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.