Guest Experience

Guest Experience / Chief Concierge | InterContinental Sydney Coogee Beach

Hotel Brand: InterContinental

Location: Australia, New South Wales, Coogee

Hotel: Sydney Coogee Beach (SYDCB), 242 Arden Street, PO Box 558, 2034

Job number: 149936

Set to open following a multi-million-dollar transformation, on the shores of sparkling Coogee Beach, the InterContinental Sydney Coogee Beach will redefine coastal luxury when it debuts in November 2025. Perfectly positioned on Sydney's iconic beachfront, the reimagined hotel will offer 198 elegantly designed rooms and suites, many with uninterrupted Pacific Ocean views, alongside an ocean-facing infinity pool, luxury cabanas, and a vibrant leisure deck. Guests can look forward to an elevated arrival experience, immersive coastal dining celebrating seasonal local produce, and a redefined wellness sanctuary. With state-of-the-art event spaces including a Grand Ballroom, the hotel blends soulful escapes and meaningful connection with refined coastal elegance — setting a new benchmark for beachfront hospitality in Australia.

About the Role

This is a unique new opening experience - an opportunity to set up your own department

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the Guest Relations Head / Chief Concierge you will coordinate guests' needs, special requests, and enquiries to ensure superior service and value for our guests. You will also be a brand ambassador and develop great working relationships with internal and external stakeholders. You and your team hold a strategically vital position within the hotel, as you are entrusted with the crucial responsibility of being both the first and last point of contact for every guest.

A little taste of your day-to-day

• You are an experienced department head and will guide your team to provide seamless support across the concierge, bell desk, and door operations, while maintaining a polished and welcoming lobby and concierge environment.
• Proactively resolve guest requests, concerns and enquiries using feedback as a tool to enhance overall guest satisfaction and service delivery.
• Build meaningful guest relationships in brief interactions, leaving a lasting positive impression.
• Adapt effortlessly to the diverse cultural expectations of guests from around the globe, ensuring personalized and respectful service.
• Effectively manage daily staffing requirements, assigning tasks in alignment with occupancy levels and guest needs.
• Foster team development through hands-on training, coaching, and constructive feedback, while setting clear performance and growth objectives.
• Celebrate achievements and reinforce team cohesion, while nurturing strong inter-departmental collaboration throughout the hotel.
• Ensure strict adherence to operational standards, including system protocols, security measures, cash handling procedures, and brand service guidelines.

What we need from you

• Unrestricted working rights in Australia (PR/Citizen)– kindly note that visa sponsorship is not available for this position.
• A minimum of four years' experience in a luxury or upscale hotel environment as a Concierge, including at least one year in a supervisory or leadership role.
• Guest excellence – Proven ability to elevate the guest journey through exceptional service, innovation, and effective stakeholder engagement.
• Membership in Les Clefs d'Or is desirable or you have intent to actively pursue this accreditation.
• Technological proficiency – Confident in using industry systems such as Opera and Microsoft Office Suite.
• Outstanding communication skills – Articulate in both written and verbal communication, with the confidence to engage, influence, and inspire.
• Warm and approachable demeanor – Naturally welcoming, personable, and easy to engage with.
• Leadership capability – Demonstrated success in leading and motivating a high-performing concierge team, fostering a culture of excellence, accountability, and service.
• Educational background – Tertiary qualifications in business or a related discipline are highly regarded.
• Organisational strength – Highly organised with excellent time management skills, able to perform under pressure and manage multiple priorities effectively.
• Adaptability and resilience – Thrive in fast-paced environment, demonstrating flexibility and composure.
• Flexible availability – Willingness to work across a rotating roster, including evenings, weekends, and public holidays, as required by the nature of the hospitality industry.
• Physical capability – Comfortable being on your feet for extended periods and able to safely lift, push, and pull items up to 23 kg, with appropriate equipment provided.
• Licensing and certifications: Valid Australian Driver's Licence; Current First Aid and CPR certification; Responsible Service of Alcohol (RSA) certification

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including laundry for business attire, impressive room discounts, competitive products & services discounts program and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

We are proud to be IHG and we know you will be too. Visit to find out more about us.