Guest Services Manager

**Job Number** 23048874

**Job Category** Rooms & Guest Services Operations

**Location** Pier One Sydney Harbour Autograph Collection, 11 Hickson Road, Sydney, NEW SOUTH WALES, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

Pier One Sydney Harbour is Sydney’s leading lifestyle hotel, designed for experience seekers, built over the water on Sydney Harbour. Fuelled by our love of the hyperlocal, Pier One is home to 189 designer rooms and suites, Sydney’s leading event venues, awarded restaurant The Gantry, and vibrant pier with waterside bar and dining offerings.

**Perks, Rewards, Motivations**
- Discounts on hotel rooms including all properties within the Marriott International group.
- Discounts on food & beverage, including our hatted restaurant The Gantry.
- Wellbeing & mindfulness programs to ensure you stay healthy in and out of work.
- Complimentary staff meals.

**Your Opportunity**
- Liaises with hotel management & associates regarding guest matters (vip, return guest, complaint).
- Initiates contact with guests of the hotel, to offer services and ensure guest satisfaction.
- Maintain function and operation process of: vip amenity programs, long stay program, Marriott rewards programs.
- Maintains guest history records (guest profiles) and establishes an ongoing rapport with them.
- Maintains controls of the “early arrivals lounge”, coverage and operations + guest interactions.
- Directs and co-ordinates team, ensuring all work is followed through with appropriate communication and handover.
- Co-ordinates with supervisors the training of new staff to Marriott standards, pinpointing any problem areas and assesses any further training requirements necessary plus the preparation of the monthly training report for the department.
- Co-ordinates with supervisors ensuring rosters are accurate and in accordance with occupancy.
- Co-ordinates with Supervisors ensuring timesheets are accurate and assist in completing weekly wage summary.
- Follows up on all guest complaints.
- Briefs team on information concerning the hotel and advises them of any changes that may occur.
- Prepares monthly reports for rooms division management for budgets (profit and loss).
- Ensures team is kept motivated, with regular rap sessions. Meeting minutes and action plans co-ordinated.
- Ensures an update of records is maintained. This includes training records, procedures and job descriptions.
- Updates and monitors annual leave charts.

**What we ask of you**
- 2+ years experience in a Managerial role within a Luxury hotel chain.
- An up to date RSA.
- Displays high grooming standards.
- A genuinely warm & welcoming demeanor.
- Energising motivation - it’s infectious - no job is too big or too small
- A passion and a burning desire to be the best in the industry.
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
- Marriott's Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features. Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles. Be a part of our team and deliver an innovative guest experiences that resists predictability.