Leading Guest Services Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeLuxury Full time $98,765 - $123,456
Guest Services Leader Position

Emirates One&Only Wolgan Valley is an ultra-luxury conservation resort situated in the Greater Blue Mountains World Heritage-listed region, a scenic 2.5-hour drive from Sydney.

The resort offers award-winning culinary experiences and a range of nature activities including hiking, four-wheel driving, cycling, and horse riding as well as the One&Only Spa for pampering spa and wellness experiences.

The property has been highly acclaimed in the industry for its excellence in tourism, accommodation, spa, cuisine, and sustainability.

Job Overview

The Guest Services Leader supports our front-of-house / guest services team units ensuring we create memorable experiences for our guests.

You will have demonstrated experience in a 5* luxury hotel environment with the ability to think on your feet and identify creative solutions to enhance the guest experience.

Along with this, you will have a solid knowledge of property management systems and be able to identify and implement operational improvements.

Key Responsibilities
  • Lead the guest services team to ensure One&Only service standards are exceeded at every opportunity.
  • Develop and maintain a high-service culture and build on our great reputation.
  • Under the direction of the Guest Services Manager/Hotel Manager implement short and medium-term changes within the frontline units with an aim to enhance guest services and contribute to following our core values.
  • Ensure all standards and procedures set out by Emirates One&Only Wolgan Valley Resort are followed.
  • Assist in managing the training, recruitment, and onboarding of Guest Services colleagues to ensure high levels are maintained, and the appropriate image of the resort is presented at all times.

Optimize manpower utilization on the shift while providing the expected high level of service. Ensure that Colleagues are briefed before the shift to provide the relevant services.

Support the Guest Services Manager in driving and upholding exceptional service at each stage and touchpoint of the guests journey.

Identify areas of improvement in the Guest Services function of the resort and suggest improvements to maximize service standards, manage costs, and increase revenue.

Qualifications & Experience

• Degree from a recognized institute with a minimum of 3 years experience of which a minimum of 1 year should have been at a management level in guest services or front-of-house operation.

Knowledge & Skills

• Procedures and systems used in hotel management, with a preference for front-line guest services and direct operations.

Thorough knowledge of Front Office and Reservations.

Computer skills and financial management are essential including the Microsoft Office Suite and PMS system (preferably Opera).

Additional Requirements:

• Experience managing a small team of colleagues and directly handling complaints.

• Ability to work under pressure.

• High-level communication skills (Verbal and written).

Fluency in English is essential, any additional languages are preferable but not essential.

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