Guest Experience Administrator

7 days ago

The Rocks, Australia Hunter St. Hospitality Full time

Access to Courses & Upskilling Programs via a Learning Management System
- Paid Community Service Leave | Mental Health Programs
- 25% Food & Beverage Discount l Weekly Payroll

We are seeking a Full Time **Guest Experience Administrator** to join Pacific Hunter Group, where you will play a key role in delivering outstanding guest experiences across multiple venues. This position involves collaborating with various teams and senior leadership to enhance overall guest satisfaction.

This role will report to the Head of Reservations & Revenue, and is based in Head Office (The Rocks).

**About the Role**

Key responsibilities of the role include:

- Champion initiatives with operations teams to drive guest satisfaction, following up on action items and reporting to senior leadership
- Manage VIP client inquiries and profiles, ensuring personalised service and maintaining strong business relationships
- Oversee communication channels for VIP and priority bookings, ensuring efficient and professional responses
- Conduct guest etiquette training for hosts and staff to improve guest interactions
- Resolve guest complaints by gathering impartial feedback and identifying areas for improvement
- Analyse and compile guest reviews to provide insights and summaries to senior leadership
- Advise venues on best practices for guest interactions to elevate service standards

**What we are looking for**
- Proven experience in guest experience management, customer service, or a related role in hospitality or the restaurant industry
- Strong background in handling VIP client relations and resolving guest complaints
- Ability to work collaboratively with teams at all levels to drive operational improvements
- Experience in training staff on guest service standards and analyzing guest feedback to make actionable changes
- Excellent communication, organisational, and problem-solving skills

**What we offer**
- **Career Progression**: We offer ample opportunities for advancement within a high-profile hospitality group.
- **Employee Perks**: Enjoy discounts of food and beverage as well as private health insurance.
- **Supportive Environment**: We prioritize your well-being with an Employee Assistance Program and ongoing professional development.

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