Guest Experience Manager

**Job Number** 23220066

**Job Category** Rooms & Guest Services Operations

**Location** W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management
**Authentically You**

Explore an exciting new career path at W Hotels where your authenticity is celebrated. W Hotel’s work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.

W Sydney is now casting for a Guest Experience Manager who _oversees lobby operations and hotel amenities, such as concierge and valet services, _delivering a wide range of services that guide guests through their entire stay. _Establish and maintain attentive, friendly, courteous and efficient hospitality as first point of contact. _Reporting to the Director of Rooms this integral role provides a high level of local expertise and presents an amazing opportunity to play a key role in world’s largest W Hotel with 588 rooms.

If you are passionate about connecting guests to all that Sydney has to offer, charismatic, zealous about creating a memorable and welcoming atmosphere for customers, strive to provide personalized and attentive service that exceeds guests expectations then this exciting role is for you.

Overall, the Guest Experience Manager should be able to balance the needs of their team, their guests, and the business itself, while maintaining a focus on excellence and continuous improvement. This requires strong organizational, communication, and leadership skills, as well as a deep local understanding of Sydney.

**JOB SUMMARY**

Responsible for managing and supervising all areas of Guest Experience, including the hotels loyalty program Bonvoy, VIP guests, groups in house, training and development of talent and knowing all special events taking place. Coordinates Wheels talent on the driveway, valet parking, luggage services, transportation and rooming a guest. Coordinates VIP Guests, directs and works with the management team and hourly talent to successfully execute all Guest Experience and Wheels operations. Strives to continually improve guest and talent satisfaction and maximize the guest satisfaction of the department. A full New South Wales Drivers License is required.

**LIFE WITH THE WORKS**

We believe in the power of people. They are both our foundation and our inspiration. As we look forward to the future, we are committed to investing in our talent through holistic well-being, personal growth, and career opportunities. This isn’t work with a side of life. This is - Life. With the Works.

**BENEFITS**
- Incentives
- Milestone Recognition
- Sabbatical Leave
- Leave Portability
- Love Learning
- Career Growth
- Bonvoy Eligibility
- Overall Wellbeing
- Private Health Insurance
- Flexible Working
- Birthday Leave

**CORE WORK ACTIVITIES**

**Maintaining Guest Services Goals**
- Handling complaints, settling disputes, and resolving grievances and conflicts.
- Maintaining a strong working relationship with all departments to support property operations and goals.
- Intervention for guest/Talent as needed to ensure integrity of the property, guest satisfaction and Talent well-being is preserved.
- Communication with Talents to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Comprehends budgets, operating statements and payroll progress reports to assist in financial management.

**Maintaining Concierge Goals**
- Ensuring the quality, standards and guest expectations on a daily basis.
- Keeps concierge team focused on critical components of operations to drive guest satisfaction and desired financial results.
- Understands the impact of department’s operations, financial goals and objectives.
- Establish an effective database for restaurant and local attractions.
- Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
- Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, babysitting, repairs, shopping).
- Awareness of cultural differences needed to meet guest's specific needs and requirements.
- Maintains knowledge of daily arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.
- Provides warm welcome and anticipation of guest needs throughout their stay.

**Leading Guest Services Teams**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Supervises and manages Talents. Manages all day-to-day operations. Understands Talent positions well enough to perform duties in Talents' absence.
- Establishes and maintains