Director of Guest Experience & Concierge

About the role

The Director of Guest Experience & Concierge at Four Seasons Sydney is responsible for developing and executing strategies that enhance guest satisfaction, loyalty and brand reputation. The role oversees Concierge and Guest Experience operations and leads a high-performing team, acting as a key ambassador of the luxury brand across all guest touchpoints.

Key responsibilities

• Lead the Guest Experience Strategy by developing and implementing initiatives that improve guest satisfaction, loyalty and hotel reputation
• Oversee Concierge operations, delivering exceptional, personalised 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
• 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 driving continuous improvement
• Build strategic partnerships with luxury service providers, local businesses and tourism partners
• Collaborate with hotel leadership and operational departments to ensure seamless service delivery, business objectives and brand compliance

Required profile

• Proven leadership experience in a senior management role in a luxury five-star hotel, resort or premium hospitality environment
• Strong expertise in guest experience management, including VIP services, service excellence and guest satisfaction
• People leadership capabilities, including recruitment, coaching, mentoring, performance management and team development
• Knowledge of local destinations, luxury lifestyle services and premium guest experiences
• Problem-solving and service recovery skills, and strong commercial and operational acumen

Required skills

• Experience with hotel systems, guest satisfaction metrics, budgeting, rostering and payroll
• Communication and interpersonal skills, and the ability to build relationships with guests, team members and external partners

What we offer

• Competitive salary, wages and a comprehensive Department Head benefits package
• Training and development opportunities
• Complimentary accommodation at other Four Seasons hotels and resorts
• Complimentary dry cleaning for employee uniforms and complimentary employee meals