Guest Experience Manager
2 months ago
**Job Number** 23041956
**Job Category** Rooms & Guest Services Operations
**Location** Melbourne Marriott Hotel Docklands, 15 Waterfront Way, Docklands, Melbourne, Victoria, Australia
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
**CORE WORK ACTIVITIES**
**Maintaining Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
**Supporting Human Resource Activities**
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully
We have other current jobs related to this field that you can find below
-
Guest Experience Manager
1 week ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 24016691 **Job Category** Rooms & Guest Services Operations **Location** Melbourne Marriott Hotel Docklands, 15 Waterfront Way, Docklands, Melbourne, Victoria, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and...
-
Guest Experience Manager
3 weeks ago
Melbourne, Australia AA Appointments Full time**GUEST EXPERIENCE MANAGER** **LOCATION: MELBOURNE** **SALARY PACKAGE: $85K + Super** - Unique Lifestyle Hotel - A new standard of accommodation - Dynamic and supportive management team **ABOUT YOUR NEW EMPLOYER** Our client is a NEW Lifestyle Boutique Hotel that boasts international career progression, fantastic benefits and great facilities. They are...
-
Guest Experience Manager
3 weeks ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 23070613 **Job Category** Rooms & Guest Services Operations **Location** Melbourne Marriott Hotel Docklands, 15 Waterfront Way, Docklands, Melbourne, Victoria, Australia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **Marriott Melbourne Hotel Docklands **is looking for a **Guest Experience...
-
Guest Experience Manager
2 weeks ago
Melbourne, Australia Marriott Hotels Resorts Full time**Job Description**: **Job Number** 23126548 **Job Category** Rooms & Guest Services Operations **Location** Melbourne Marriott Hotel Docklands, 15 Waterfront Way, Docklands, Melbourne, Victoria, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management Marriott Hotels creates moments that...
-
Guest Experience Manager
4 days ago
Melbourne, Australia SOFITEL Full timeCompany Description Sofitel Melbourne On Collins is one of Melbourne’s premier luxury hotels. Part of the Accor group, Sofitel Melbourne is known for its beautiful recently refurbished rooms, its superb Atrium Bar and its delectable No35 restaurant. We support our employees to develop and grow through regular and ongoing training, internal promotion...
-
Guest Experience Manager
2 weeks ago
Melbourne, Australia SOFITEL Full timeCompany Description Sofitel Melbourne On Collins is one of Melbourne’s premier luxury hotels. Located in the Paris end of Collins street, the hotel is accessible to all of the major activities of Melbourne. Whether it be the Australian Open, an AFL match at the MCG, some shopping for luxury items or just close to transportation - trams and trains are just...
-
Guest Experience Manager
2 months ago
Melbourne, Australia Rent A Recruiter Full time_**We are hiring for one of our renowned hospitality clients in Pentridge. They are in search of an amazing Guest Experience Manager **_who_will lead the team of **Guest Experience Hosts and be responsible **for the development, activation, and execution of all elements that comprise the guest journey, as well as the Signature Experience offerings at the...
-
Guest Experience Manager
3 weeks ago
Melbourne, Australia Rent A Recruiter Full time_**We are hiring for one of our renowned hospitality clients in Pentridge. They are in search of an amazing Guest Experience Manager **_who_will lead the team of **Guest Experience Hosts and be responsible **for the development, activation, and execution of all elements that comprise the guest journey, as well as the Signature Experience offerings at the...
-
Guest Experience Manager
1 week ago
Melbourne, Victoria, Australia AA Appointments Full timeGUEST EXPERIENCE MANAGERLOCATION:MELBOURNESALARY PACKAGE:$85K + Super Unique Lifestyle Hotel A new standard of accommodation Dynamic and supportive management teamABOUT YOUR NEW EMPLOYEROur client is a NEW Lifestyle Boutique Hotel that boasts international career progression, fantastic benefits and great facilities.They are currently seeking a talented GUEST...
-
Guest Experience Expert
3 weeks ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 24080159 **Job Category** Rooms & Guest Services Operations **Location** Melbourne Marriott Hotel, Corner Exhibition & Lonsdale Streets, Melbourne, Victoria, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management As Marriott International’s** **flagship brand, Marriott...
-
Guest Experience Expert
4 days ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 24109392 **Job Category** Rooms & Guest Services Operations **Location** Melbourne Marriott Hotel, Corner Exhibition & Lonsdale Streets, Melbourne, Victoria, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management As Marriott International’s** **flagship brand, Marriott...
-
Guest Experience Expert
7 days ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 24036305 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Melbourne Hotel, 27 Little Collins Street, Melbourne, VICTORIA, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and...
-
Guest Experience Expert
3 days ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 24092830 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Melbourne, 20 Bourke Street, Melbourne, Victoria, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and check-out....
-
Guest Experience Expert
3 weeks ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 24081941 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Melbourne Hotel, 27 Little Collins Street, Melbourne, VICTORIA, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and...
-
Guest Experience Expert
2 weeks ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 24084574 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Melbourne Hotel, 27 Little Collins Street, Melbourne, VICTORIA, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Our jobs aren’t just about giving guests a smooth check-in and...
-
Guest Experience Expert
1 week ago
Melbourne, Victoria, Australia Marriott International Full timeAs Marriott International'sflagship brand, Marriott Hotels drives innovation in our industry. Be part of a collaborative team of creative, dynamic people setting the pace in the industry. Find your place in an environment built on strong relationships where every associate is empowered to make an impact and valued for their contributions. When you become a...
-
Guest Experience Host
4 weeks ago
Melbourne, Australia Marriott International, Inc Full time**Job Number** 23026272 **Job Category** Rooms & Guest Services Operations **Location** Melbourne Marriott Hotel Docklands, 15 Waterfront Way, Docklands, Melbourne, Victoria, Australia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management **Melbourne Marriott Hotel Docklands** is looking for a **Guest...
-
Guest Experience Agent
2 weeks ago
Melbourne, Australia Accor Apartments & Realty Full timeLocated in Melbourne’s CBD, right around the corner from the food-lined streets of China Town, you will find Mantra on Russell. The property offers self-contained apartment-style hotel rooms, one and two bedroom apartments. Mantra on Russell is also home to an on-site restaurant, Home Kitchen & Bar for guests to enjoy gastronomy delights that Melbourne...
-
Guest Experience Expert
1 month ago
Melbourne, Australia Marriott Full timeJob Number 24081941Job Category Rooms & Guest Services OperationsLocation Sheraton Melbourne Hotel, 27 Little Collins Street, Melbourne, VICTORIA, Australia VIEW ON MAPSchedule Part-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to...
-
Guest Experience Expert
3 weeks ago
Melbourne, Australia Marriott Full timeJob Number 24084574Job Category Rooms & Guest Services OperationsLocation Sheraton Melbourne Hotel, 27 Little Collins Street, Melbourne, VICTORIA, Australia VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementPOSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to...