Guest Experience Manager

**Job Number** 24039503

**Job Category** Rooms & Guest Services Operations

**Location** Pier One Sydney Harbour Autograph Collection, 11 Hickson Road, Sydney, New South Wales, Australia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

Are you curious, outgoing and warm with a touch of playfulness? Pier One Sydney Harbour is looking for you - people who can really influence our guests stay. We embody an ethos where mind blowing service comes from your personality and style, not from a hotel manuscript.

Pier One Sydney Harbour, inhabits a thoughtfully reinterpreted heritage pier. A study in juxtapositions, the hotel marries heritage architecture with modern interpretation, seclusion with a central locale and an aspirational yet inclusive personality.

Fuelled by our love of the hyperlocal, Pier One Sydney Harbour fashions a space for guests to celebrate their passions, their curiosity and to discover the true essence of a Sydney lifestyle. With no two guests being alike, our service style reflects this. The result being mind blowing service tailored to the unique needs of our guests; defining a new era for hotel experiences.

**Perks, Rewards, Motivations**
- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends.
- 35% discount on Food & Beverage when dining at Pier One for associates
- Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting ongoing career opportunities within the Marriott International group
- Genuine care for associates’ physical, emotional and financial wellbeing through our complimentary Employee Assistance Program
- Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
- Opportunity to receive Employee Referral Incentives and get paid for working with your friend
- Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness
- Discounted parking options available
- Able to participate on our hotel and Pillar activations
- Complimentary associate meal while on shift

**Your Opportunity**
- Be the hotel local. This role is 75% admin + strategy vs 25% operational
- Enhance our guest and pup experience at the hotel via new strategies keeping us ahead of trends
- Managing our proactive guest voice strategies for the hotel (pulling reports, chairing the fortnightly meeting, coming up with creative ways to manage our guests experience)
- Execute & enhance the guest journey via on brand partnerships, experiences & activations
- The go-to of recovering guests stay and enhancing their experience
- Enhance communication between the departments to ensure consistency between Front Office and Food & Beverage experiences
- Train associates on the Brand Standard Audit & Experiential Audits
- Recover & manage complaint process of any unfortunate guest experiences
- Filtrate the hotels Mark throughout all departments
- Work closely with the Director of Brand Management, you will find new ways to create mind blowing experience for our guests

**What we ask of you**
- A genuinely warm & welcoming demeanour.
- Guest relations or front office management experience preferred
- Personable communication skills.
- Availability to on a rotating roster over seven days.
- An interest in brand, marketing & creativity
- Energising motivation - its infectious - no job is too big or too small
- A passion for the industry, a want to be the best in service - and the best in lifestyle
- A desire to innovate and create. Our guests come to experience a life less ordinary

**How you will make an impact**

You have a respect for craft and are motivated by the art of living a Sydney lifestyle. You are inviting, a little surprising, attentive and inclusive. You are sociable, expressive, a mover and shaker, and have a love of service and style.
- 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._

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative - in essence they are hand selecting our ho