Concierge / Porter

Concierge - Full-Time
Shangri-La The Marina, Cairns

Join our exceptional Front Office team at Shangri-La The Marina, Cairns, a prestigious five-star hotel that embodies luxury, personalized service, and unforgettable guest experiences. We are looking for a professional and charismatic Concierge/Porter to ensure our guests receive world-class service, from their arrival to their departure. As the first and last impression of our hotel, you will play a key role in creating memorable moments for our guests.

The Hotel

Shangri-La The Marina, Cairns is a luxury five-star hotel located beside Marlin Marina and Trinity Inlet in the heart of Cairns. With 255 guest rooms, 19 function venues and extensive food and beverage facilities, the hotel is part of a leading international company with more than 100 hotels and resorts worldwide.

The Role

• Maintain a welcoming, professional presence at the Concierge Desk, building strong relationships with guests and promptly addressing all requests to ensure an exceptional experience.
• Assist in managing an up-to-date Guest Services database, providing local information on transportation, car rentals, airlines, baby-sitting services, and more.
• Contribute to the GREAT system by following up on unresolved issues, maintaining accurate guest history records, and ensuring smooth transitions between shifts.
• Communicate effectively with all hotel departments to ensure seamless service and operational efficiency.
• Escort guests to their rooms, explain room features and amenities, and ensure their comfort and satisfaction throughout their stay.
• Handle luggage services, including storing, retrieving, and transporting luggage to and from guest rooms, adhering to established procedures.
• Be knowledgeable about local attractions, restaurants, city events, and activities, while ensuring high standards of cleanliness in the lobby and luggage room

What Makes You Perfect for This Role

• 5-star hotel experience in a Concierge/Porter or similar role.
• Excellent customer service skills with the ability to create memorable guest experiences.
• Strong written and verbal communication skills in English.
• Proven ability to work effectively under pressure.
• Demonstrated experience in dealing directly with guests and resolving issues in a calm, professional manner.

What’s in it for You

• Competitive salary and performance-based bonuses.
• Fantastic staff benefits including car parking, dry cleaning allowance, accommodation, and food & beverage discounts across the Shangri-La Group.
• Duty meals provided in a fully staffed canteen.
• Opportunities for career progression with access to the Shangri-La Academy for professional development.

Shangri-La The Marina, Cairns is not just a workplace – it’s a place to thrive, grow, and make a significant impact. If you are passionate about guest service and have the skills to provide exceptional experiences, we want to hear from you

Ready to join our team?
Submit your resume and cover letter today to begin your Shangri-La journey