Guest Experience Manager

Job Brief:
The Sebel Canberra Campbell (Pro-Invest Hotel Operating Campbell5 Pty Ltd)

Surrounded by lush parklands in Canberra's popular Campbell district, The Sebel Canberra Campbell is ideally located for work and leisure.

This brand new hotel boasts a selection of studio, one and two bedroom self-contained suites each with their own kitchenette, laundry facilities, WiFi and daily housekeeping. The Sebel Canberra Campbell offers luxurious amenities and plenty of space for you to make yourself at home.

Located in Canberra's popular Campbell district, The Sebel Canberra Campbell is ideally located for work and leisure. Just a short walk from the city centre, National Convention Centre Canberra and The Australian War Memorial.

We welcome all guests unto our neighbourhood and share our love for it. We inspire them to explore and discover different perspectives. we help them create new stories.

Our service pillars at The Sebel Canberra Campbell (Pro-Invest Hotel Operating Campbell5 Pty Ltd) are:
**Celebrate Individuality**

We are always ourselves, and we embrace the diversity and uniqueness in all
- both guests and staff alive.

**Discover our neighbourhood**

We use our local knowledge and relationships to ignite curiosity in our guests.

**Neighbourhood connection**

Fostering a culture of local discovery and story sharing inside and outside of the hotel to better connect our guests to the authentic experiences they seek.

As Guest Experience Manager, (GEM) you will manage the Front Office operation by leading, motivating and developing the team. The role will be improving hotel customer service scores by driving standards and training. The Guest Experience Manager will ensure there is a positive culture in the team and throughout the hotel. This role will have close working relationships with all department heads, particularly in the rooms division; Housekeeping and Maintenance. You will support in establishing quality and guest service standards, and drive hotel revenue and profit goals. You will adhere to the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements and will implement policies, procedures and provide support on hotel operating systems.

**Responsibilities**:

- Monitors the colleagues of the operations to ensure guests receive prompt, attentive and Sebel branded service and individual recognition
- Ensures all teams are familiar with IHG One Rewards members, known repeat guests and other VIPs and provide special attention and recognition
- Coordinates exchange of information between departments within the Rooms Division and directs exchange of information with other departments
- Consults with Department Heads and Hotel Manager on an ongoing basis to improve business conduct
- Assumes overall responsibility for maintaining presentation standards to ensure all guest facing and back of house areas are clean, in good repair and well maintained
- Schedules and regularly conducts routine inspections of areas under control and ensure brand defining aspects are in place
- Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information
- Ensures emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
- Monitors applicable laws and regulations, including Health and Safety, and ensures compliance
- Establishes and maintains a prominent level of visibility and involvement in the property and business, social and local communities as required
- Establishes and maintains effective employee relations and promotes an environment for equal opportunities
- In the absence of the Hotel Manager, assumes responsibilities as appropriate. Keeps Hotel Manager informed of any unforeseen events, which may occur in his/her absence
- Supervises the overall activities of Front Office and concierge agreement services, works closely with outsourced Housekeeping.

Skills Required:

- Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
- A high energy level and a passion for achieving superior results
- You make calm, collected decisions - even when the clock is ticking
- Ability to lead in a competitive environment
- Proven experience of strong leadership skills in managing teams to drive for results
- Previous experience as Front Office Manager
- Pre-opening experience would be advantageous
- Proven ability to drive brand standards and brand experience into the department and team
- Ability to manage change, implement initiatives and challenge the status quo.
- Ability to manage complex relationships
- Full Driver’s Licence (or current provisional licence towards achieving full licence) and ability to drive manual and

automatic vehicle (if applicable depending on location)
- Required to hold a current First Aid Certificate and provide a copy to the hotel. Thi