Guest Experience Manager

4 days ago

Gold Coast, Queensland, Australia beBeeReservation Full time $45,000 - $65,000

Role Overview

Deliver exceptional dining experiences as a key point of contact for guests making reservations across our restaurant, bar, and event spaces.

Seamlessly manage reservation requests via phone, email, and online platforms to ensure efficient guest flow and maximise table allocation opportunities.

Build strong relationships with guests, noting preferences, dietary needs, and special occasions to enhance the overall experience.

Communicate effectively through timely confirmations, follow-ups, and pre-arrival messages.

Stay up-to-date on venue offerings, menus, hours, promotions, and seasonal events to provide expert advice to guests.

Address and resolve guest complaints promptly and escalate when necessary to maintain high standards of service.

Maintain accurate records and knowledge of reservation systems to ensure seamless operations.

Manage waitlists and cancellations efficiently to optimise revenue and guest satisfaction.

Assist with training new team members on reservation procedures to ensure consistency in service delivery.

Ensure compliance with security, payment, and confidentiality protocols to protect guest information.

Required Skills and Qualifications
  • Proven hospitality experience in a luxury hotel or fine-dining establishment, with strong organisational skills.
  • Excellent communication and interpersonal skills, with a focus on delivering exceptional guest experiences.
  • Able to work effectively in a fast-paced environment, adapting to evolving needs and challenges.
  • Experience with POS and reservation systems is highly advantageous.
  • Ability to work rotating shifts, including evenings, weekends, and public holidays.
  • Hold a Queensland Responsible Service of Alcohol (RSA) certification or be willing to obtain one.
About You

This role requires a customer-focused individual who can deliver exceptional results in a dynamic environment.

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