Chief Concierge

Organization- Grand Hyatt Melbourne Summary About the Role Reporting to the Front Office Manager, you will be responsible for leading concierge operations, enhancing the guest experience, developing high-performing teams, and driving service excellence throughout the hotel.

Key ResponsibilitiesGuest Experience & Concierge Services

• Deliver exceptional and personalized service to all guests, ensuring memorable and unique experiences.
• Provide expert recommendations and assistance regarding local attractions, dining, entertainment, transportation, and cultural experiences.
• Coordinate restaurant reservations, tours, airport transfers, limousine services, and other guest requests.
• Build strong relationships with VIP and returning guests, anticipating needs and exceeding expectations.
• Resolve guest concerns and complaints professionally and efficiently.

Leadership & Team Development

• Lead, coach, mentor, and inspire the Concierge and Front Service teams.
• Conduct daily team briefings and communicate business priorities, hotel information, and guest requirements.
• Identify and develop future leaders through ongoing coaching and succession planning.
• Coordinate departmental training programs and maintain training records.
• Foster an engaging, inclusive, and high-performing team culture aligned with Hyatt's values.

Operational Leadership

• Oversee the daily operation of Concierge, Bell Services, Valet Parking, and hotel driveway activities.
• Ensure compliance with Hyatt brand standards and operational procedures.
• Support the Front Office operation to ensure seamless guest arrivals, departures, and overall hotel experiences.
• Maintain awareness of daily hotel activities, VIP arrivals, functions, and events.
• Act as a senior point of contact during operational challenges and guest service escalations.
• Assume responsibility for hotel operations in the absence of senior leadership when required.

Business & Performance Management

• Monitor team performance through key performance indicators, guest satisfaction results, and service quality measures.
• Analyse guest feedback and implement continuous improvement initiatives.
• Manage departmental rostering and labour resources to meet operational demands.
• Contribute to departmental budgeting, cost control, business planning, and profitability objectives.
• Develop and maintain strong relationships with premium local service providers and business partners.

Safety & Compliance

• Champion workplace health and safety practices across the department.
• Ensure team members are trained in emergency procedures and relevant compliance requirements.
• Act as Chief Warden during emergency situations and coordinate appropriate responses when required.
• Maintain high standards of safety, security, hygiene, and professional conduct.

Qualifications About You To be successful in this role, you will have:

• 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 skills.
• A genuine passion for delivering memorable guest experiences.
• Proven ability to lead, coach, and develop teams.
• Strong organisational and administrative skills, including rostering and operational planning.
• Experience managing guest feedback and service recovery.
• Knowledge of hotel property management systems and concierge technologies.
• Current First Aid certification (or willingness to obtain).
• Flexibility to work a rotating roster including weekends, evenings, and public holidays.