Assistant Guest Experience Manager – Concierge & Instant Services - InterContinental Hayman Great Barrier Reef at fa-evax-saasfaprod1 in Australia

Job description

• At InterContinental Hayman Great Barrier Reef, every day begins with ocean views and the spirit of true hospitality. Live, work, and thrive on one of the iconic 74 Whitsunday Islands, where a rewarding career meets an extraordinary island lifestyle - delivering and inspiring incredible experiences for our guests and colleagues alike.
• Are you the person who always knows what guests need before they even have to ask? Do you thrive on solving the unexpected and making luxury service look effortless? This is your opportunity to bring your passion for exceptional guest experiences to Hayman Island, one of Australia’s most spectacular island destinations.
• As Assistant Guest Experience Manager – Concierge & Instant Services, you’ll be at the heart of the guest experience, leading a team dedicated to making every stay feel effortless, personal and extraordinary. From arranging unforgettable island experiences and special celebrations to responding to those unexpected requests that make every guest unique, you’ll help turn moments into memories.
• Working closely with our Guest Experience, Front Office and wider resort teams, you’ll lead from the front - inspiring your team to anticipate needs, create genuine connections and deliver service that goes beyond expectations. You’ll be a trusted source of local knowledge, a problem solver, a planner and, when needed, the person who makes the seemingly impossible happen.
• No two days will look the same. One moment you could be creating a bespoke island itinerary, the next helping a guest celebrate a special occasion or finding the perfect solution to an unexpected request. It’s fast-paced, highly personal and all about making people feel genuinely cared for.
• If you’re naturally curious, love connecting with people and have a passion for creating those “how did you do that?” moments, this is your chance to lead a team, elevate luxury service and create memories that guests will take home with them long after they leave Hayman Island.
• See Yourself in Our Team

Responsibilities

• Be the face of the Resort, lead Concierge and Instant Service throughout the day, being visible in the lobby and anticipating what guests need before they even have to ask.
• Make every request count, take ownership from the first call or message through to completion, making sure requests are followed up, resolved and never simply passed from one department to another.
• Know Hayman inside and out, stay across everything from restaurants, activities and events to transport, itineraries and Resort facilities, so you can confidently create personalised recommendations and memorable experiences.
• Bring the teams together, work closely with Front Office, F&B, Housekeeping, Marina, Activities and other departments to make sure every part of the guest journey feels seamless.
• Lead from the front, coach and support the Concierge and Instant Service team, drive luxury service standards and step in during busy arrivals, departures, VIP experiences and guest recovery moments.

Requirements

• Demonstrated Concierge, guest services, front office, call centre or luxury resort leadership experience.
• Excellent verbal and written communication skills and a strong instinct for proactive guest service.
• Proven ability to manage high volumes of guest requests while maintaining ownership, prioritisation and follow-through.
• Strong systems capability. Experience with Canary, Opera or comparable guest messaging, PMS and request-management platforms is highly regarded.
• Excellent Resort knowledge, itinerary planning, problem-solving and stakeholder coordination skills.
• Ability to analyse response-time and request data and translate it into operational improvements.
• Demonstrated experience leading, coaching and rostering a guest-facing team.
• Valid driver license and RSA, or willingness to obtain where required.
• Flexibility to work weekends, evenings and public holidays as required.

Skills

Required

• Strong systems capability
• Excellent Resort knowledge
• Itinerary planning
• Problem-solving
• Stakeholder coordination

Benefits

• Join a vibrant and diverse team, making lifelong friendships, and become part of an unforgettable island community.
• We make island living convenient and affordable with subsidised staff accommodation and meals. We also offer dedicated staff facilities - pool, beach, gym, bar, diner, laundry, and more.
• Enjoy swimming, snorkelling, hiking, kayaking, and exploring the Whitsundays after your shift or on your days off.
• Your commute ends in paradise, with beautiful beaches and breathtaking ocean views just moments away.
• Grow your career with opportunities for career growth, training, and professional development.
• Enjoy exclusive employee, friends, and family discount rates across our InterContinental Hotels & Resorts properties worldwide.