Guest Experience Manager

1 day ago

Sydney, New South Wales, Australia beBeeConcierge Full time $90,000 - $120,000
Role Overview

This position involves providing exceptional guest experiences through personalized service and seamless support.

Key Responsibilities:
  • Manage a team to deliver consistent high-quality service, ensuring guests' needs are met promptly and efficiently.
  • Develop effective strategies to proactively resolve guest requests and concerns, utilizing feedback as a tool for continuous improvement.
  • Build meaningful relationships with guests by engaging in brief interactions that leave a lasting positive impression.
  • Ensure cultural sensitivity and adaptability when interacting with diverse international guests, tailoring services to meet their unique expectations.
  • Effectively manage daily staffing requirements based on occupancy levels and guest demands, ensuring optimal resource allocation.
  • Provide training, coaching, and constructive feedback to team members, promoting personal growth and development while setting clear performance objectives.
  • Maintain a collaborative atmosphere by celebrating achievements and reinforcing teamwork, while fostering strong inter-departmental connections throughout the hotel.
  • Comply with operational standards, including system protocols, security measures, cash handling procedures, and brand service guidelines.
Requirements
  • Australian work authorization is required.
  • At least four years of experience in luxury or upscale hotels as a Concierge, with at least one year in a supervisory or leadership role.
  • Guest excellence - Proven ability to elevate the guest experience through innovative service delivery and effective stakeholder engagement.
  • Membership in Les Clefs d'Or is desirable or active pursuit is anticipated.
  • Technical proficiency - Familiarity with industry systems such as Opera and Microsoft Office Suite.
  • Excellent communication skills - Proficient in both written and verbal communication, confident in engaging, influencing, and inspiring others.
  • A warm and approachable demeanor - Naturally welcoming, personable, and easy to engage with.
  • Leadership capability - Demonstrated success in leading and motivating high-performing teams, fostering a culture of excellence, accountability, and service.
  • Educational background - Tertiary qualifications in business or a related field are highly valued.
  • Organizational strength - Highly organized with excellent time management skills, able to perform under pressure and manage multiple priorities effectively.
  • Adaptability and resilience - Thrive in fast-paced environments, demonstrating flexibility and composure.
  • Flexible availability - Willingness to work across rotating shifts, including evenings, weekends, and public holidays as required.
  • Physical capability - Comfortable standing for extended periods and safely lifting, pushing, and pulling items up to 23 kg with provided equipment.
  • Licensing and certifications: Valid Australian Driver's Licence; Current First Aid and CPR certification; Responsible Service of Alcohol (RSA) certification.

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