Assistant Guest Experience Manager – Concierge & Instant Services - InterContinental Hayman Great

The Opportunity

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.

Your day-to-day responsibilities will include, but are not limited to:


* 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 Inst...