About the role

This role is 75% admin and strategy versus 25% operational. You will enhance guest and pup experience at the hotel via recent strategies keeping the hotel ahead of trends.

Key responsibilities
Manage proactive guest voice strategies for the hotel, including pulling reports, chairing fortnightly meetings, and creating creative ways to manage guest experience
Execute and enhance the guest journey via on-brand partnerships, experiences and activations
Be the go-to for recovering guest stays and enhancing their experience
Enhance communication between departments to ensure consistency between Front Office and Food & Beverage experiences
Train associates on the Brand Standard Audit and Experiential Audits
Recover and manage the complaint process for any guest experiences
Filtrate the hotel's Mark throughout all departments
Work closely with the Director of Brand Management to create experiences for guests

Skills and experience




Previous experience supervising or coordinating guest services, front office or hotel operations, preferably within a full-service or luxury hotel.
A relevant Diploma-level qualification or at least three years of relevant hotel experience.
Demonstrated ability to supervise hotel service associates, allocate duties and coordinate daily operational requirements.
Solid experience in guest complaint resolution, service recovery and improving the guest experience.
Proven ability to train and coach associates while maintaining brand, service and safety standards.
Strong communication, leadership, organisational and interdepartmental coordination skills.

Pay: $79,521.25 per year

Perks:
Employee discount
Free food

Work Location: In person

📌 Guest Experience Manager Dawes Point
🏢 Pier One Sydney Harbour
📍 Dawes Point