Hotel Guest Experience Manager

2 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $55,200 - $88,320

Role Overview

We are seeking an experienced Customer Service Professional to provide exceptional support to guests throughout their stay. The ideal candidate will have a proven track record of delivering high-quality service within a customer-facing environment.

Main Responsibilities

  • Provide a warm and welcoming reception to guests, ensuring a smooth and efficient check-in process while addressing any immediate inquiries or needs.
  • Maintain clear and courteous communication with guests, colleagues, and stakeholders across various channels to deliver exceptional service.
  • Process guest reservations, updates, and special requests accurately and efficiently using property management systems to ensure seamless scheduling and availability.
  • Act as a primary point of contact for guests during their stay, offering prompt assistance, resolving issues, and providing personalized recommendations to enhance their experience.

Required Skills and Qualifications

  • Demonstrated background in delivering high-quality service within a hotel, hospitality, or customer-facing environment.
  • Exceptional ability to articulate information clearly and effectively across various mediums, ensuring precise and professional correspondence.
  • Able to consistently deliver an exceptional standard of service, exhibiting a proactive and positive approach to addressing guest needs and exceeding expectations.
  • Focused on fostering positive guest experiences and maintaining high satisfaction levels through attentive service and problem resolution.
  • Presentation must be polished and professional, reflecting the organization's values and standards.
  • Committed to working a dynamic schedule, including weekends, public holidays, and varying shifts to meet operational requirements.

Benefits

  • Competitive compensation package tailored to your experience and expertise.
  • Comprehensive professional induction and ongoing training to fuel career progression, plus potential financial support for education aligned with the organization's business needs (eligibility applies).
  • Exclusive discounts on accommodation, food and beverage outlets, entertainment, and retail purchases.
  • Generous paid leave, including parental leave and birthday leave.
  • Access to employee assistance programs and wellness initiatives.

Candidates Requirements

  • Able to maintain confidentiality and handle sensitive information with discretion.
  • Highly adaptable and able to work effectively in a fast-paced environment.
  • Able to maintain a calm and composed demeanor under pressure.
  • Aware of company policies and procedures and adheres to them at all times.

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