Guest Experience Professional

2 days ago

Sydney, New South Wales, Australia beBeeHospitality Full time $90,000 - $120,000

Guest Experience Manager Position

We are seeking a skilled professional to lead initiatives that improve guest satisfaction metrics, drive service recovery actions, and enhance the overall guest experience.

About the Role:

  • Develop and execute strategies to enhance guest love scores, focusing on structured arrivals and departures.
  • Conduct proactive analysis of guest feedback and drive actions to resolve issues and improve service quality.
  • Strengthen VIP arrival experiences, ensuring elevated luxury touchpoints and seamless interdepartmental execution.
  • Provide coaching and guidance to colleagues, preparing them for future leadership roles.
  • Implement training programs and performance feedback frameworks to support colleague development.
  • Champion a culture of recognition and engagement through platforms such as employee recognition programs.

Key Responsibilities:

  • Deliver real-time coaching during peak business periods and ensure consistent colleague support.
  • Enforce brand standards, service consistency, and security protocols to ensure a positive guest experience.
  • Contribute to upselling strategies, driving incremental revenue across room types and packages.
  • Assist with resource allocation, optimizing efficiency and productivity.
  • Identify operational improvements that enhance guest satisfaction while increasing efficiency.

Requirements:

  • Strong leadership skills and experience in hospitality management.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment.
  • Knowledge of industry best practices and service consistency.

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