Guest Experience Manager

6 days ago

Gold Coast, Queensland, Australia beBeeLeader Full time $80,000 - $100,000
Key Responsibilities

Mondrian is a way of travel. With its groundbreaking design and progressive programming, it is a must destination for locals or travellers. Mondrian is always at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone. Mondrian provides a playful framework so that guests and locals alike can immerse themselves in the culture of each city it inhabits.

We're seeking creatives, innovators and disruptors who challenge the status quo and ready to be agents of change as we usher in one of the most exciting, progressive and forward-thinking brands set to make Burleigh its home.

Your Role

You will lead and manage Front Office operations to deliver exceptional, guest-focused service while ensuring alignment with brand standards and financial KPIs (RPS, NPS, Loyalty, Upsell, etc.). Your daily responsibilities include:

  • Managing efficient check-in/out, room allocations, lobby services, and night audit processes, with active presence during key guest periods.
  • Collaborating across departments (Reservations, Housekeeping, Engineering, Finance) to ensure seamless service, maintenance resolution, and accurate billing and reporting.
  • Controlling costs, forecasting revenue/occupancy, overseeing budgets, and ensuring accurate cash handling and reconciliation.
  • Leading and developing the Front Office team through recruitment, structured training, coaching, regular feedback, and performance management to build a high-performing culture.
  • Fostering strong guest relations by handling VIP needs, special requests, complaints, and feedback, always aiming to exceed guest expectations and promote loyalty.
  • Championing health, safety, and security standards, including WHS procedures, emergency responses, and safe work practices for guests and team members.
  • Driving brand alignment and representation, upholding Ennismore and Mondrian values in conduct, service delivery, communication, and appearance.
  • Ensuring compliance with legal and company policies, including RSA, licensing, confidentiality, equal opportunity, and anti-discrimination.
About You
  • A minimum of 2 years' experience in a leadership role within Front Office or a similar environment.
  • Demonstrated leadership experience within the customer service industry.
  • Possess a strong background in Front Office procedures and Opera PMS. Opera Cloud preferred.
  • Experience with forecasting, budgeting and Revenue Management principles.
  • Proven experience managing rosters and costs to achieve budgets and targets.
  • Demonstrated ability to coach, mentor, develop and inspire teams.
  • A current Responsible Service of Alcohol Certificate or willingness to obtain one.
  • A First Aid Certificate or willingness to obtain one.

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