Hotel Guest Experience Manager

1 week ago

Sydney, New South Wales, Australia beBeeGuestService Full time $38,000 - $45,000
Job Overview

The Guest Services Manager plays a pivotal role in ensuring the department operates efficiently, maximizing revenue and guest satisfaction.

This position involves overseeing daily operations, supervising staff, and participating in multi-disciplinary teams to improve guest experiences and hotel operations.

Main Responsibilities
  • Support the General Manager with pre-opening tasks, such as planning, budgeting, and staff recruitment.
  • Oversee day-to-day departmental activities, including managing security, handling guest complaints, and coordinating events.
  • Collaborate with cross-functional teams to enhance guest experience and operational efficiency.
  • Collect and analyze data on departmental performance, providing insights to drive improvement.
  • Communicate effectively with guests, associates, and hotel representatives to provide exceptional service.
  • Conduct regular team meetings to ensure desk associates are updated on new policies and procedures.
Qualifications
  • Demonstrated expertise in customer service principles and practices.
  • Previous management experience in a hospitality or tourism environment.
  • Proven knowledge of customer relations and guest services.
  • Effective communication, presentation, interpersonal, and organizational skills.
Key Performance Indicators (KPIs)
  1. Guest satisfaction ratings
  2. Departmental revenue growth
  3. Staff retention rates
  4. Operational efficiency metrics
Benefits
  • Opportunities for career advancement and professional growth.
  • A dynamic work environment that fosters collaboration and innovation.
  • A competitive salary and benefits package.

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