State Director - NSW/ACT
Chief Concierge
Sofitel Sydney Darling Harbour
12 Darling Drive, Sydney
Pyrmont NSW 2009
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About Nathan…

I started my career at the Regent Hotel in 1997, in the role of Office Co-ordinator. Not long after I started, I found my passion for service and my calling for my future career. Actually, not only did I find my future career at the Regent, but I also found my future wife.

Realizing quickly that having the ability to influence the memorable moments of a guest’s stay, not only on a hotel level but on a broader city/country level, was one of the best feelings I had experienced. Knowing that on my recommendations a guest could have the most unforgettable time and share that joy with their friends and family back home, I knew I could not see myself doing anything else.

After one year in the role, the hotel underwent major renovations which required it to shut down for 8 months. At this point, I was still working in hotels, but in a construction capacity. Once the hotel reopened, it was rebranded as the Four Seasons.

Having experienced the unique opportunity of reopening and rebranding a major hotel, I decided to take an opportunity to work at the ANA Hotel (now known as the Shangri-La) just prior to the 2000 Sydney Olympics. Two years into my career at the ANA, I was promoted into the role of Guest Relations, primarily looking after our large Japanese clientele. For some reason, my then Front Office Manager seemed to think this would work well, having apparently assumed I spoke Japanese, as I have a Korean wife!

With the position of Guest Relations falling under the umbrella of the Concierge Department, this is where I had my first exposure to what a Concierge actually does. I found that my passion and drive for always exceeding a customer’s expectations combined perfectly with being a Concierge. Seeing the level of care and dedication that the Les Clef’s d’Or Concierge, Colin Toomey and Troy Vagg, took with every guest, made me realize that this was what I wanted to aspire to.

With no positions available at the time for me at the Concierge Desk of the Shangri-La, I chose to take my talents elsewhere, securing a job as Chief Concierge at a boutique hotel, Saville 2 Bond St. A year into my tenure there, I was employed by the Amora Hotel on Jamison St, where they recognized my ability and drive for customer service.

Thinking I had peaked and knew everything there was to know about being a Concierge, I explored different positions within hotels, finally choosing to work at the Stamford Grand as the Senior Assistant Front Office Manager. Working in that role, it didn’t take long before I realized that, fundamentally, I took the most enjoyment out of being able to serve a guest’s needs, by showcasing our glorious city and allowing them to experience everything that made this one of the most spectacular destinations, rather than simply checking them into their rooms.

Having finally seen the light and using my prior connections within the Concierge Fraternity, I jumped at the role of Assistant Chief Concierge at the Hilton Sydney, relishing the opportunity to work under a highly regarded member of Les Clefs D'Or, Jason Aberin.

Learning and growing at the Hilton, I eventually decided to apply for the highly prestigious 'Golden Keys,' which every Concierge strives for. Having successfully obtained my keys, I still feel the passion and drive that originally hooked me into this industry.

After my time at Hilton, I joined The Star Casino, where I took on the role of Chief Concierge overseeing the Casino's three hotels: The Darling, The Star Grand, and The Star Tower. Notably, The Darling became Australia’s first Forbes-rated hotel under my management. I was responsible for a team of 65 staff members in a fast-paced, 24/7 operation that never slowed down for four years.

Following my tenure at The Star, I joined the pre-opening team of Sofitel Sydney Darling Harbour, where I have been since day one. I’ve thoroughly enjoyed every moment of contributing to the success of this luxury hotel. In 2023, I was honored to win the prestigious Australia Accommodation Award for Concierge of the Year, a highlight of my career. I was also proud to become the first Chief Concierge in Australia to have five Les Clefs d'Or members on my team at Sofitel Sydney Darling Harbour, an achievement I consider a significant milestone in my career.

Throughout my career, I’ve been deeply involved with Les Clefs d'Or Australia, holding several key roles including Interview Committee, Social Media & PR Director, State Director for New South Wales, and National Secretary. I am incredibly proud to have served our members and contributed to the growth and development of such an esteemed organization.