Guest Relations Manager

2 months ago

Sydney, Australia Marriott International, Inc Full time

**Job Number** 23006403

**Job Category** Rooms & Guest Services Operations

**Location** Sydney Harbour Marriott Hotel at Circular Quay, 30 Pitt Street, Sydney, NEW SOUTH WALES, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

**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**

**Leading Guest Services Teams**
- 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 builds mutual trust, respect, and cooperation among team members.
- Serves 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.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

**Maintaining Guest Services and Front Desk Goals**
- 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.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- 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.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

**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.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.

**Implementing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- 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.
- Manages payroll administration.

**Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Supervises on-going training initiatives and conducts training when appropriate.
- Participates in the employee performance appraisal process, providing feedback as needed.

**Additional Responsibilities**
- Analyzes informatio

  • Guest Relations Manager

    6 days ago

    Sydney, Australia Hilton Full time

    Guest Relations Manager Before you get started Yes, we do have the BEST Team Member Travel Program with HUGE discounts on hotel rooms for our Team Members! Why you'll love working for Hilton! - Access to the world's best Team Member Travel Program with highly discounted rates - Discounts of up to 25-50% on products and services in participating Hilton...

  • Guest Relations Manager

    5 days ago

    Sydney, New South Wales, Australia Hilton Full time

    Guest Relations ManagerBefore you get started Yes, we do have the BEST Team Member Travel Program with HUGE discounts on hotel rooms for our Team MembersWhy you'll love working for Hilton Access to the world's best Team Member Travel Program with highly discounted rates Discounts of up to 2550% on products and services in participating Hilton outlets...

  • Guest Relations Manager

    3 weeks ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 23030201 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Grand Sydney Hyde Park, 161 Elizabeth Street, Sydney, NEW SOUTH WALES, Australia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Guest Relations Manager is responsible for recognition and...

  • Guest Relations Manager

    6 days ago

    Sydney, New South Wales, Australia Hilton Full time

    Before you get started...Yes, we do have the BEST Team Member Travel Program with HUGE discounts on hotel rooms for our Team MembersWhy you'll love working for HiltonAccess to the world's best Team Member Travel Programwithhighlydiscounted ratesDiscounts of up to 25-50% on products and services in participating Hilton outletsComprehensive training and...

  • Guest Relations Manager

    6 days ago

    Sydney, New South Wales, Australia Hilton Full time

    Before you get started...Yes, we do have the BEST Team Member Travel Program with HUGE discounts on hotel rooms for our Team MembersWhy you'll love working for HiltonAccess to the world's best Team Member Travel Programwithhighlydiscounted ratesDiscounts of up to 25-50% on products and services in participating Hilton outletsComprehensive training and...

  • Guest Relations Manager

    4 weeks ago

    Sydney, Australia InterContinental Full time

    As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. As one of Sydney's most iconic hotels InterContinental Sydney Double Bay is a leader in the luxury accommodation space. Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We’re...

  • Guest Relations Manager

    6 days ago

    Sydney, Australia InterContinental Full time

    Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We’re searching for a Guest Relations Manager capable of delivering a truly personal service to leave our guests satisfied every single time they stay with us. A little taste of your day-to-day: Every day is different, but you’ll mostly be: - Serving as the...

  • Guest Relations Manager

    5 days ago

    Sydney, New South Wales, Australia Marriott International, Inc Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Sheraton Grand Sydney Hyde Park, 161 Elizabeth Street, Sydney, NEW SOUTH WALES, AustraliaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYGuest Relations Manager is responsible for recognition and engagement of our most valuable Elite members through...

  • Guest Relations Manager

    6 days ago

    Sydney, New South Wales, Australia InterContinental Full time

    Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We're searching for a Guest Relations Manager capable of delivering a truly personal service to leave our guests satisfied every single time they stay with us.A little taste of your day-to-day: Every day is different, but you'll mostly be:Serving as the main point...

  • Guest Relations Manager

    5 days ago

    Sydney, New South Wales, Australia InterContinental Full time

    As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. As one of Sydney's most iconic hotels InterContinental Sydney Double Bay is a leader in the luxury accommodation space.Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We're...

  • Guest Relations Manager

    6 days ago

    Sydney, Australia Hilton Hotels Full time

    JOB DESCRIPTIONBefore you get started…Yes, we do have the BEST Team Member Travel Program with HUGE discounts on hotel rooms for our Team Members! Why you’ll love working for Hilton!  Access to the world’s best Team Member Travel Program with highly discounted rates  Discounts of up to 25-50% on products and services in...

  • Guest Relations Manager

    7 days ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 23112282 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Grand Sydney Hyde Park, 161 Elizabeth Street, Sydney, New South Wales, Australia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management When you join the Sheraton family, you become a member of its global community....

  • Guest Relations Officer

    4 weeks ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 23200940 **Job Category** Rooms & Guest Services Operations **Location** Sydney Harbour Marriott Hotel at Circular Quay, 30 Pitt Street, Sydney, NEW SOUTH WALES, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management Our Guest Relations Officer takes the initiative and...

  • Guest Relations Officer

    4 weeks ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 24023637 **Job Category** Rooms & Guest Services Operations **Location** Sydney Harbour Marriott Hotel at Circular Quay, 30 Pitt Street, Sydney, New South Wales, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management Our Guest Relations Officer takes the initiative and...

  • Guest Relations Officer

    4 weeks ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 24076166 **Job Category** Rooms & Guest Services Operations **Location** Sydney Harbour Marriott Hotel at Circular Quay, 30 Pitt Street, Sydney, New South Wales, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management Our Guest Relations Officer takes the initiative and...

  • Guest Relations Officer

    3 weeks ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 24043187 **Job Category** Rooms & Guest Services Operations **Location** Sydney Harbour Marriott Hotel at Circular Quay, 30 Pitt Street, Sydney, New South Wales, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management Our Guest Relations Officer takes the initiative and...

  • Guest Relations Officer

    1 week ago

    Sydney, Australia Marriott Hotels Resorts Full time

    **Job Description**: **Job Number** 23146787 **Job Category** Rooms & Guest Services Operations **Location** Sydney Harbour Marriott Hotel at Circular Quay, 30 Pitt Street, Sydney, NEW SOUTH WALES, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management Our Guest Relations Officer takes...

  • Guest Relations Officer

    1 day ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 23200940 **Job Category** Rooms & Guest Services Operations **Location** Sydney Harbour Marriott Hotel at Circular Quay, 30 Pitt Street, Sydney, NEW SOUTH WALES, Australia VIEW ON MAP **Schedule** Part-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management Our Guest Relations Officer takes the initiative and...

  • Premium Services Guest Relations Manager

    3 weeks ago

    Sydney, Australia The Star Entertainment Group Full time

    **Internal Opportunity!!** **About us** **About the role** As a Premium Services Guest Relations Manager, you will support the Premium Services Operations team in planning and implementing continuous improvement in guest standards. You will be naturally driven to turn every moment into a memorable experience and ensure emotional connections are forged...

  • Guest Relations Concierge

    4 weeks ago

    Sydney, Australia AMP Full time

    Guest Relations Concierge **Guest Relations Concierge** **12 Month Fixed Term Contract** If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help...