Guest Experience Manager

4 weeks ago


Drouin, Australia Brandy Creek Day Spa Full time

Westaward-winning**Guest Experience Manager**

**About the business**

We are a fast-growing winery, a fine dining establishment & an award-winning world-class day spa. We have a history spanning 30 years and had made a name as one of the premier destinations for fine dining in the Gippsland region.

Spanning across 10 acres of land with mesmerising views overlooking the Mt Baw Baw ranges, our Estate boasts the ideal location to “Wine down” with a relaxing massage followed up by a delicious meal with award winning cool climate wines.

We have experienced exponential growth as west Gippsland’s premier weddings, functions, and events destination. Our venue is licensed to accommodate 325 patrons, and we have an exquisitely designed Spanish themed function hall overlooking the enchanting views of Gippsland Mountain region, giving it a unique identity. We have our close-knit restaurant & day spa team, with a strong focus on customer service, innovation, and delivering events with flawless execution.

**Guest experience** is paramount to our restaurant business. We would like our diners to feel appreciated and given the **highest level of customer service** once they come to dine with us.

We are now searching for a dynamic individual to join our restaurant division to enhance the customer experience provided to our diners.
- **Key roles & Responsibilities includes (but not limited to)**:_

**Providing Superior Customer Experience**
- Ability work under pressure in peak service times.
- Thriving personality, enjoy contact with customers, have a love for wine & food and be a team player.
- Able to diffuse customer complaints and disagreements resulting in winning the customer back
- Provide exceptional customer service to our diners.
- Visit dining tables to check on guests and make sure they are satisfied with food choices and service.
- Ensure customer satisfaction through promoting excellent service; respond to customer complaints tactfully and professionally.
- Ability to handle high volume of diners during busy times.
- Oversee food presentation, ensure restaurant cleanliness, manage restaurant decor, and review customer survey responses.
- Working closely and cooperatively with other managers including Head Chef & Managing Director
- Ensuring a clean, safe, and well-presented restaurant at all times

**Events Management**
- Engage in initial function discussion **with a view to winning the client**
- Following up with clients who had done functions discussion **to secure a booking with a deposit**
- Manage the expectations of the clients who had booked in an event leading up to event day and post event questions, and feedback.
- Work closely with **events reservations team** and the client in delivering high quality flaw less evets.
- Obtains **clear guidance** from the client with regards to the **run sheet**.
- Work as a team to **understand the event run sheet** and planning identifying all necessary requirements.
- Making sure the staff is appropriately rostered for the event.
- Seeks post function feedback from the client, making sure any concerns are swiftly addressed

**Promote Wines & Wine club to Estate Clients**
- Being a Winery, Customer Experience officer actively gives a briefing of the BC wines to customers
- Engage with the customer in explaining our history, the wines we sell.
- Encourages & promotes the clients to join the wine club
- Undertake ad hoc duties with regards to the wine club customer inquiries

**Key Skills & Experience Need for the position**

Must have skills, not negotiable
- Exceptionally developed skills on customer relationship management. Remain calm in handling difficult customers & situations.
- Past experience as an event manager
- Experience in managing Banquet events, such as weddings, corporate events and birthday parties, family get together. Client engagement, and before and after function service
- **Resilience, ability to handle high levels of pressure**, heavy work weeks during summer

Other skills
- Superior Knowledge about wines, ability to explain the properties of various wines to diners. WSET qualification is a must have
- Experience in fast phased restaurant environment managing the FOH floor service
- Experience In managing the Bar.
- Knowledge of Australian alcoholic beverages
- Training in Responsible Service of Alcohol (RSA)
- Top tier attention to detail and ability to work under pressure.
- Availability in weekends
- Experience in Vineyard operations will be highly regarded.

**Job Types**: Part-time, Casual
Part-time hours: 30 per week

**Salary**: $35.00 - $40.00 per hour

**Benefits**:

- Employee discount
- Professional development assistance
- Travel reimbursement

Schedule:

- Afternoon shift
- Day shift
- Evening shift
- Night shift

Supplemental pay types:

- Commission
- Performance bonus
- Tips

Ability to commute/relocate:

- Drouin, VIC 3818: Reliably commute or planning to relocate before starting work (required)

Application Ques



  • Drouin, Victoria, Australia The Drouin Family Hotel Full time

    Company OverviewThe Drouin Family Hotel is a well-established hospitality venue located in the heart of Drouin, VIC. With a strong focus on delivering exceptional customer service and creating a welcoming atmosphere, we have built a loyal following among the local community and beyond.SalaryOur competitive remuneration package offers a rewarding career path...

  • Venue Leader

    4 days ago


    Drouin, Victoria, Australia The Drouin Family Hotel Full time

    Our VisionThe Drouin Family Hotel strives to deliver exceptional customer experiences through a commitment to quality, innovation, and teamwork. As a key member of our management team, you will play a critical role in achieving this vision by leading our dedicated team to deliver outstanding service and results.Key ResponsibilitiesAs the Venue Manager, your...


  • Drouin, Victoria, Australia Re Full time

    Job DescriptionThe Assistant Depot Manager will play a vital role in delivering exceptional customer service at our Drouin depot. Key responsibilities include:Supporting the Depot Manager in leading a small team to deliver outstanding customer serviceManual handling and sorting of recyclable items into their correct categoriesDaily cleaning of all areas of...

  • Care Manager

    3 weeks ago


    Drouin, Australia Respect Full time

    Are you looking for your next professional opportunity? Then this is the role for you with a supportive environment, long-term employment and development opportunities on offer. **The Organisation**: Respect is a rapidly growing, not-for-profit, progressive, and purpose-driven aged care and retirement living provider that operates across Tasmania, Victoria,...


  • Drouin, Victoria, Australia The Drouin Family Hotel Full time

    Job RequirementsTo succeed in this role, you will need proven experience in a venue management or hospitality leadership role, preferably in a similar establishment. You should have strong financial acumen and the ability to interpret and act on financial data, excellent interpersonal and communication skills, and the ability to lead and motivate a team....


  • Drouin, Victoria, Australia Meluca Group Full time

    MelucA Waste, a locally based family business as part of the Meluca Group, operates a transfer station in Drouin. We uphold strong traditional values while fostering a dynamic and growing team. Our people are at the heart of our success.Job DescriptionThe Experienced Leading Hand will oversee operations at our Transfer Station in Drouin, reporting directly...

  • Duty Manager

    2 weeks ago


    Drouin, Australia YMCA Recreation Full time

    Our Vision is a better tomorrow where all people can belong._ As the largest employer in fitness and recreation we have more than 5,000 staff at over 140 centres across Victoria. With us, you will work with fun colleagues who have a shared passion for making a difference in the lives of individuals and transforming communities for the better. **About the...


  • Drouin, Australia Burg & Co Full time

    Burg & Co Drouin is looking for an Assistant Store Manager to join our team. We can offer family friendly, flexible arrangements. Work with an engaged team that has a common goal while striving to be the very best we can be. We are an independent, family owned, small local business that has been trading for less than a year. We take pride in what we do...


  • Drouin, Victoria, Australia Meluca Group Full time

    At Meluca Waste, we pride ourselves on providing excellent services to our clients. As an Experienced Leading Hand, you will be responsible for leading and supervising a small team, ensuring smooth daily operations, overseeing waste management processes and site efficiency, operating machinery as required (relevant licenses essential), maintaining high...


  • Drouin, Victoria, Australia ETS Infrastructure Management Full time

    Skill RequirementsTo be successful as a Chipper Operator with ETS Infrastructure Management, you will require:Strong communication and teamwork skillsAbility to work independently and as part of a teamHigh level of physical fitness and enduranceFlexibility to adapt to changing work requirementsPreferred Qualifications:Chainsaw operation experiencePrevious...


  • Drouin, Victoria, Australia Candappa First National Real Estate Full time

    We are seeking an experienced commercial property manager to join our team at Candappa First National Real Estate.The successful candidate will have a strong background in commercial property management, excellent communication skills, and the ability to work independently.About the RoleThis full-time position offers a competitive salary and benefits...


  • Drouin, Victoria, Australia Candappa First National Real Estate Full time

    Company OverviewCandappa First National Real Estate is a well-established family business with a strong presence in the local community.As part of the First National cooperative, we pride ourselves on our customer-centric approach and the support of a network of hundreds of real estate offices across Australia.Salary and BenefitsThe successful candidate will...


  • Drouin, Australia Baw Baw Shire Council Full time

    Part time (0.6), permanent position (Days/Hours Negotiable) - Band 5 - $74’252.94 - 85’616.92 Plus 11% Super (Pro Rata) - Commuter Use Vehicle - Brand new role - exciting opportunity to make it your own **About Baw Baw Shire Council** A Baw Baw Shire Council career goes beyond business as usual. You'll find exciting development pathways rich in...


  • Drouin, Australia Aruma Full time

    **About the role** Are you an authentic leader who leads people with heart? Are you an experienced professional or are you seeking a career launchpad? Do you believe in empowering people with disabilities in leading the life they want, the life they choose? Are you a human rights warrior who is driven by supporting people with disabilities to achieve their...


  • Drouin, Victoria, Australia ETS Infrastructure Management Full time

    ETS Infrastructure Management holds contracts to maintain the electricity network in Victoria.We are expanding our team and seeking experienced Traffic Controllers to work from our Drouin depot.Required Skills and Qualifications:Traffic Control Tickets Level 1 and 26+ months of experience as a Traffic ControllerOH&S White CardSafety focused with excellent...


  • Drouin, Victoria, Australia Re Full time

    Key RequirementsTo be successful in this role, you will need:Previous experience leading a small or medium-sized teamPrevious retail, customer service, hospitality, warehouse, or relevant experience would be highly desirableA great 'can do' attitude with customer service at the forefront of all interactionsModerate level of fitness required for active...

  • Leading Hand

    5 days ago


    Drouin, Victoria, Australia Meluca Group Full time

    Job Title: Leading Hand - Waste OperationsMelуca Group seeks an experienced professional to fill the role of Leading Hand at our Transfer Station in Drouin.This position offers a unique opportunity to work with a dynamic and growing team while contributing to our company's success.The successful candidate will possess a strong background in Waste Management...


  • Drouin, Victoria, Australia Meluca Group Full time

    We are seeking an experienced and motivated individual to fill the role of Experienced Leading Hand at our Transfer Station in Drouin. The successful candidate will have previous experience in waste management, strong leadership skills, excellent time management and problem-solving abilities, relevant licenses to operate on-site machinery, and a commitment...


  • Drouin, Australia Baw Baw Shire Council Full time

    Remuneration package starting at $64,033 plus 10.5% superannuation - Full-time, position with monthly RDO - Work in a diverse and flexible team environment with the ability to work autonomously under a hybrid structure. This role would suit a team orientated person with great attention to detail, who thrives in a busy dynamic work environment. **About Baw...


  • Drouin, Victoria, Australia Candappa First National Real Estate Full time

    We are seeking a highly skilled commercial property manager to join our team at Candappa First National Real Estate.The successful candidate will have a strong background in commercial property management, excellent communication skills, and the ability to work independently.About the RoleThis full-time position offers a competitive salary and benefits...