Guest Experience Manager

**Job Number** 22182698

**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
**JOB SUMMARY**

**COMPANY**

The more you travel, the more your well-being can get left behind. But there's a place that doesn't come with that compromise. At Westin Hotels & Resorts, our signature wellness programs empower you to eat, sleep, move, feel, work and play well, so you can be at your best while on the road. Discover a place where you're given a choice, not just to get up, but to rise.

**WELCOME TO WESTIN & FOUR POINTS**

The Westin Brisbane is a luxury retreat, perfect for business and leisure travellers alike. Our spacious hotel suites and Club-level rooms offer access to our Westin Club amenities, including a complimentary breakfast and evening drinks. Relax after a busy day in Heavenly Spa by Westin, work out in our WestinWORKOUT fitness centre, or take a dip in our pool. Our popular dining options include the first swim-up pool bar in Brisbane, aviation-inspired bar, and restaurant with private dining. Those planning a special event or meeting in Brisbane can make use of our stunning indoor and outdoor venues with bespoke services and expert planners.

**EXPAND YOUR HORIZONS AND RISE WITH US**

**The Role**

You are a people person - you ooze personality plus, a can do attitude and build relationships to create unforgettable experiences for our internal and external guests. You love everything about delivery and exceeding guest expectations as our Guest Relations Manager across the complex of Westin Brisbane and Four Points by Sheraton. You will also lead the effective and seamless operation of the Westin Club Lounge which includes a Food and Beverage component to the operation. You are the 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**:

- Having fun with our guests and associates to delivery memorable experiences
- Be the ‘Go To’ for all our members and VIPs
- Providing personal attention to guests ensuring all needs are met and expectations are exceeded
- Leadership of the Club Lounge operation and associates
- Handling and managing complaints, disputes, and resolving grievance

**What you need**:

- Personality, drive and you know how to have fun at work
- 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
- Proficient with Opera & Microsoft Suite is desirable
- Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws_

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.