Guest Experience Manager

**Additional Information**
**Job Number**25073480
**Job Category**Rooms & Guest Services Operations
**Location**The Tasman a Luxury Collection Hotel Hobart, 12 Murray Street, Hobart, Tasmania, Australia, 7000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**Immerse Yourself in Extraordinary Experiences**

The Tasman, a Luxury Collection Hotel, Hobart, is located just steps from Hobart’s waterfront and the city’s attractions. The Tasman is a unique combination of Modern Contemporary, Art Deco, and Heritage architecture. Presenting 152 luxuriously appointed guest rooms and suites with carefully restored features and adorned with exclusive art pieces from local artists, The Tasman reflects the true spirit of the destination.

We are seeking a passionate and dynamic **Guest Experience Manager** to lead our exceptional Concierge team and elevate every touchpoint of the guest journey.

As the Guest Experience Manager, you will be an ambassador for The Tasman's commitment to excellence, ensuring seamless and personalized experiences for each and every guest. You will inspire and empower your team to anticipate needs, exceed expectations, and create lasting memories. This pivotal role encompasses the leadership of our esteemed **Concierge team**, as well as responsibility for **Guest Relations, VIP Services and Front Desk support**.

**What you'll do**:

- Lead and Inspire: Provide exceptional leadership and guidance to the Concierge team, fostering a collaborative and high-performing environment focused on proactive and personalised service.
- Elevate the Guest Journey: Develop and implement strategies to continuously enhance the guest experience from pre-arrival to departure, ensuring a seamless and memorable stay.
- Concierge Excellence: Oversee all aspects of the Concierge operation, ensuring the team possesses in-depth knowledge of Hobart and Tasmania, provides insightful recommendations, and flawlessly executes guest requests.
- Personalisation Champion: Drive a culture of anticipating guest needs and preferences, utilising guest history and feedback to create tailored experiences.
- Problem Resolution: Act as a point of escalation for guest concerns, resolving issues efficiently and with empathy to ensure guest satisfaction.
- Interdepartmental Collaboration: Work closely with all hotel departments (including Front Office, Housekeeping, Food & Beverage, and Sales & Marketing) to ensure seamless communication and a unified approach to guest service.
- Standards and Training: Maintain and elevate service standards, developing and delivering training programs to ensure the team embodies The Luxury Collection's ethos.
- Manage VIP guest arrivals and departures: Ensure personalised amenities and seamless transitions, setting a benchmark for all guest experiences.
- Oversee guest relations activities: Proactively engaging with guests to ensure satisfaction and address any concerns, acting as a direct point of contact for quality assurance.
- Provide support and guidance to the Front Desk team: Ensure efficient check-in/check-out processes and exceptional guest interactions, contributing to a positive first and last impression.
- Analyse guest feedback and implement improvements to service delivery: Regularly review guest surveys, comments, and interactions to identify areas for enhancement and ensure consistent high-quality service.
- Quality Assurance for Guest Delivery: Establish and monitor KPIs related to guest satisfaction and service delivery. Conduct regular audits of Concierge interactions, VIP services, and Front Desk procedures to ensure adherence to The Luxury Collection standards and identify opportunities for improvement. Implement feedback loops and training adjustments based on these assessments to continuously elevate the quality of every guest touchpoint.

**Who you are**:

- A proven leader with 2 + years of progressive experience in guest services within a luxury hotel environment.
- Exceptional interpersonal, communication, and problem-solving skills with a genuine passion for exceeding guest expectations.
- Demonstrated experience in leading and motivating teams, particularly within a Concierge setting and ideally with exposure to Guest Relations and Front Desk operations.
- A deep understanding of luxury service standards and the ability to translate them into tangible guest experiences.
- Impeccable grooming and professional presentation.
- Strong organizational and time management skills with the ability to prioritize and manage multiple tasks effectively.
- Excellent knowledge of Hobart and the surrounding Tasmanian region, with a passion for showcasing its unique offerings.
- Proficiency in relevant hotel management software and technology.
- A proactive and solutions-oriented mindset with a commitment to continuous improvement

**Our Benefits**:

- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott Inte