Apply in 3 Minutes Guest Service Manager

4 weeks ago

QLD Brisbane amp Gold Coast Brisbane amp Surrounds, Australia MARY 111 PTY LTD Full time

COMPANY
Explore an exciting new career path with Marriott International at The Westin Brisbane. Explore endless possibilities with the #1 leader in hospitality worldwide, Marriott International. Unmatched opportunities await you The next step in your career could lead to the greatest adventure.
We are excited to announce an opportunity for an Assistant Hotel Manager to join our dedicated team at The Westin Brisbane.

Be where you can do your best work, begin your purpose, belong to an amazing globalteam and become the best version of you.

Role Overview:

As Guest Service Manager at The Westin, you’ll be at the forefront of delivering our signature experience — overseeing the guest journey from check-in to check-out while driving performance, compliance, and a strong team culture.

You’ll collaborate closely with all departments to resolve guest concerns and implement strategies that continuously elevate service delivery. By building meaningful relationships with both guests and associates, you’ll play a pivotal role in driving loyalty and ensuring every visitor enjoys a seamless and memorable stay.

As a guest-centric leader, you’ll take charge of VIP arrivals, special guest requirements, and ensure all associates are trained to deliver recognition, personal attention, and professionalism

Operations
• Be the communications lead during emergency or crisis situations
• Engage with guests, addressing inquires, concerns and complaints in a professional and timely manner.
• Actively resolve guest issues and challenges presented on shift.
• Oversee the guest experience journey, ensuring all touchpoints reflect the highest standards of service
• Effectively communicate across all areas of the hotel and know what’s happening in the venues
• Promote a safe and secure environment for guests and associates
• Ensure compliancy is aligned with Marriott Brand expectations
• Manage operations payroll costs
• Maintain security procedures and work with the Loss Prevention Team

Leadership
• Lead, coach, and develop the Front Office and Concierge teams to consistently deliver exceptional service and meet performance targets.
• Plan and allocate work schedules, ensuring optimal staffing levels and that team members are equipped with the skills and support needed to succeed.
• Foster a positive team culture and drive employee engagement through regular recognition, constructive feedback, and tailored development plans.

About you
• You love working in a fast paced environment and have the ability to multi-task and work under pressure
• A passion for exceeding guest satisfaction
• Exceptional personal presentation and grooming standards
• Excellent communication and collaboration skills
• A logical thinker with attention to detail with the ability to problem solve
• Ability to work a variety of shifts and flexibility with hours
• Minimum 3 years’ experience in a similar role
• Previous experience in Opera, Birchstreet and Emplive systems

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