From Porter to Chief Concierge
Bachelor of International Tourism and Hotel Management
Wisky Lai loves that her job is all about creating memorable experiences for people. As Chief Concierge of the InterContinental Sanctuary Cove, Wisky manages concierge operations, coordinating with various departments to ensure smooth guest experiences, handling VIP guest requests, and leading a team of dedicated professionals. She also spends time training and mentoring staff, and developing new service initiatives. It’s a job that has truly allowed her to follow her passion for hospitality.
Wisky moved from Hong Kong to Australia to study a Bachelor of Hotel and Tourism Management at Griffith University. “The field intrigued me because it combines the dynamic nature of the tourism industry with the opportunity to work in diverse environments and cultures,” Wisky explains. “My interest was particularly sparked by the chance to engage in a profession that allows for direct interaction with people from all over the world, enhancing their travel experiences and contributing to their joy and satisfaction.”
After graduating, Wisky began her career as a porter at The Star Gold Coast. Within three months, she was promoted to Concierge Supervisor. In 2021, she achieved a significant milestone by becoming a member of Les Clefs d'Or, a prestigious recognition and a lifetime memory.
In 2022, she joined the pre-opening team at The Langham Gold Coast as Assistant Chief Concierge. Then the following year she was appointed the Chief Concierge at the InterContinental Sanctuary Cove Resort and was also named as the State Director for Queensland and Northern Territory of Les Clefs d'Or Australia.
Of all her career achievements, Wisky names a couple of things of which she is most proud. “I take great pride in being accepted into Les Clefs d'Or Australia, an esteemed acknowledgment of my commitment to service excellence,” she says. “Moreover, guiding the outstanding Concierge team at the InterContinental Sanctuary Cove Resort has been a notable achievement.
“These successes underscore my dedication to providing exceptional guest experiences and fostering the professional growth of my team.
“The next 12 months will involve continuing to enhance guest experiences at our hotel, implementing new service strategies, and possibly pursuing further professional development opportunities. I also plan to focus on expanding our concierge services and exploring innovative ways to surprise and delight our guests,” she says.
Wisky says her time at Griffith gave her the skills and knowledge to be able to take her passion for hospitality to the next level. “I chose Griffith because Griffith University is renowned for its strong focus on practical learning and industry connections, which are crucial in the hospitality field,” she says. “Griffith’s emphasis on real-world experience and its supportive learning environment played a significant role in shaping my professional journey.”
She says some of the most beneficial highlights of her study journey included engaging in hands-on projects that simulated real scenarios, participating in industry networking events, and the opportunity to undertake internships that provided invaluable practical experience.
Additionally, Wisky says the University’s location in the prime hub of the Gold Coast was a huge draw card for her. “It provided an excellent environment for studying tourism and hospitality, given its thriving tourism industry,” she says.
Wisky is determined to use what she has learnt to have an impact on her industry and future hospitality superstars. “I hope to inspire a culture of exceptional service and to mentor the next generation of hospitality professionals,” she says. “My goal is to contribute to the industry's growth by setting high standards for guest satisfaction and by fostering an environment where my team can thrive.”
To the future leaders in the hospitality world, Wisky has this to say: “Gain as much practical experience as possible and to be genuinely passionate about helping people.”
She says that continuous professional development is so important in the hospitality and tourism industry to ensure you’re up to date with market trends. Moreover, she says that relationships are the keys to success.
“Building strong relationships and networking within the industry is crucial. Always be open to learning and stay adaptable, as the hospitality industry is constantly evolving.”
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