Director of Guest Services & Concierge

About the role

A prestigious luxury hotel in South East Queensland, known for its sophisticated design, exceptional hospitality and high-profile location, is seeking a Director of Guest Services & Concierge. Reporting directly to the General Manager, you will lead the Concierge and Butler teams and oversee the complete guest experience from pre-arrival to departure.

Key responsibilities

• Create a culture of personalised service and anticipate guest needs across all interactions
• Design and coordinate bespoke experiences for VIPs, repeat guests and guests celebrating special occasions
• Lead, inspire and mentor the Concierge and Butler teams
• Manage guest feedback, special requests and service recovery
• Work closely with Front Office, Housekeeping, Food & Beverage and other departments
• Oversee team rostering, payroll and staffing requirements
• Identify opportunities to improve the guest experience through new services and personalised offerings

Required profile

• Demonstrated leadership experience in a luxury hotel, resort or premium hospitality environment
• Ability to lead, coach and develop high-performing, guest-focused teams
• Experience delivering personalised VIP services and handling complex guest requests
• Strong communication, relationship-building and organisational skills
• Impressive presentation, professionalism and discretion

Required skills

• Operational knowledge of Front Office procedures and hotel systems, including Opera PMS
• Experience managing staff rosters, payroll and operational requirements

What we offer

• Competitive salary and a comprehensive benefits package
• Complimentary and discounted accommodation across a global hotel network
• Learning, training and leadership development, plus an Employee Assistance Program
• Career advancement opportunities within an international luxury hotel group