
Guest Experience Leader
3 days ago
About the Role:
We are seeking a seasoned hospitality professional to lead our guest experience team. As a Guest Experience Manager, you will be responsible for delivering exceptional service and ensuring a memorable stay for our guests.
Main Responsibilities:
- Lead initiatives to improve guest satisfaction metrics, focusing on structured arrivals and departures
- Conduct proactive analysis and drive recovery actions to reach target levels
- Strengthen VIP arrival experiences, ensuring elevated luxury touchpoints and smooth execution
- Act as the primary escalation point in the absence of the Front Office Manager
- Deliver coaching during peak periods and ensure consistent colleague support
- Enforce brand standards, service consistency, and security protocols
- Mentor colleagues, preparing them for future leadership roles
- Roll out training programs and performance feedback frameworks
- Champion a culture of recognition and engagement
- Contribute to upselling strategies and assist with budgeting, scheduling, and payroll optimization
About Us:
Welcome to a luxurious hotel experience where heritage and contemporary flair come together. Centrally located in Circular Quay, we offer breathtaking views of the Sydney Opera House and Harbour Bridge. Our beautifully restored building provides a unique blend of history and modernity, making us one of the city's prized icons.
Our Benefits:
- Award-winning Club InterContinental lounge
- Vibrant dining venues
- A complete five-star experience awaits
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