Guest Relations Manager

2 weeks ago

Brisbane, Australia The Ritz-Carlton Full time

**Job Number** 22144228

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Brisbane, 111 Mary Street, Brisbane, QUEENSLAND, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**Start your Journey with Us**

Do you want to be part of a Complex team?

We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you are someone who is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

**About the role**

The Complex Guest Relations Manager is responsible for the effective and seamless operation of the Westin Club Lounge which includes a Food and Beverage component to the operation. Complex Guest Relations Manager will act as a personal liaison to all guests with access to the Westin Club which includes but is not limited to our Marriott Bonvoy, VIP’s, high rate and regular guests.

**About the role**:

- Managing Front Office operations, ensuring the quality, standards and meeting the expectations of guests on a daily basis.
- Handling and managing complaints, disputes, and resolving grievances
- Providing personal attention to guests ensuring all needs are met and expectations are exceeded.
- Assisting in the preparation and management of The Westin Club budgets.
- Ensuring regular communication is disseminated to Associates by raising awareness of business objectives, communicating expectations, recognizing performance, and producing results.
- Generating reports and relevant statistics as required.
- Mentoring the team through Marriott Careers programs and building talent
- Educating and training associates on Marriott Bonvoy Program to assist in managing expectations of guests and meeting membership targets

**Education & Experience Required**:

- Qualifications in Business Management and/or Hotel/Tourism Management
- 2 years’ experience in Duty Managers role within the hotel industry
- Proficient with Opera & Microsoft Suite
- Must have excellent verbal, written communication and analytical skills with a focus on attention to detail.
- Previous experience with VIP's and high touch guests
- 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._

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

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