Guest Services Manager

Additional Information
Job Number

Job Category
Rooms & Guest Services Operations

Location
Pier One Sydney Harbour Autograph Collection, 11 Hickson Road, Sydney, New South Wales, Australia, 2000VIEW ON MAP

Schedule
Full Time

Located Remotely?
N

Position Type
Management

At Pier One Sydney Harbour, every guest interaction is an opportunity to create a lasting moment. We're looking for a
Guest Services Manager
who's warm, confident, and passionate about delivering exceptional hospitality. If you thrive in dynamic environments and love being at the heart of guest experiences, this is your moment.

About The Role
As
Guest Services Manager
, you'll be the face of the property leading daily operations, resolving guest concerns, and ensuring every interaction reflects our commitment to excellence. You'll manage lobby flow, support front desk operations, and act as a key liaison between guests and departments. Your leadership will shape the guest journey from arrival to departure.

Key Responsibilities

• Lead and inspire the front office and guest services team
• Resolve guest issues with empathy, urgency, and professionalism
• Maintain high visibility in public areas during peak times
• Collaborate across departments to ensure seamless operations
• Monitor service standards and coach team members for continuous improvement
• Support payroll, scheduling, and administrative processes
• Implement guest recognition programs and service recovery plans
• Conduct training and support team development
• Uphold property policies and ensure fair, consistent application
• Assist with front desk duties during high-demand periods
• Respond to emergencies and follow safety protocols

About You

• Experience in guest services, front desk, or hospitality operations
• Strong leadership and communication skills
• Calm under pressure with a solutions-focused mindset
• Passionate about creating memorable guest experiences
• Flexible availability including weekends and holidays
• Familiar with hotel systems, budgets, and service standards
• NSW RSA certification and full working rights in Australia

Why You'll Love It Here

• Be part of a team that values individuality and service excellence
• Enjoy complimentary meals, coffee, and uniform care
• Access exclusive hotel and travel discounts for you and your loved ones
• Grow your career with world-class training and development programs
• Thrive in a supportive, inclusive workplace culture
• Participate in our Employee Assistance Program and referral incentive

Ready to lead with heart and hospitality?
Apply now and help us create unforgettable guest moments at Pier One Sydney Harbour

We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity.
Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, please email us at

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 hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International.
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