Chief Concierge

About the role

Reporting to the Front Office Manager, the Chief Concierge leads concierge operations, enhances guest experiences and drives service excellence across the hotel.

Key responsibilities

• Deliver personalized guest service, providing expert local recommendations and coordinating reservations, tours, transfers and limousine services.
• Build strong relationships with VIP and returning guests, anticipate needs and resolve concerns professionally.
• Lead, coach and mentor the Concierge, Front Service, Bell, Valet and driveway teams, conducting daily briefings and fostering an inclusive culture.
• Oversee daily operations of Concierge, Bell Services, Valet Parking and driveway activities, ensuring compliance with Hyatt standards.
• Monitor performance through KPIs, guest satisfaction and service quality, managing rostering, budgeting and cost control.
• Maintain safety, security and hygiene standards, act as Chief Warden during emergencies and ensure team training on emergency procedures.

Required profile

• Previous leadership experience in Concierge, Front Office, Guest Relations or luxury hotel operations.
• Exceptional knowledge of Melbourne’s dining, entertainment, tourism and cultural offerings.
• Outstanding communication, interpersonal and problem‑solving abilities.
• Proven ability to lead, coach and develop high‑performing teams.
• Strong organisational and administrative skills, including rostering and operational planning.

Required skills

• Proficiency with hotel property management systems and concierge technologies.
• Current First Aid certification (or willingness to obtain).