Guest Experience Manager

The Tasman, a Luxury Collection Hotel, Hobart is located just steps from Hobart's waterfront and the city's top restaurants and attractions. The Tasman is a unique combination of Modern Contemporary, Art Deco and Heritage architecture. Presenting 152 luxuriously appointed guest rooms and suites with carefully restored features and adorned with exclusive art pieces from local artists, The Tasman reflects the true spirit of the destination.  

The Opportunity 

The Tasman Hobart is now searching for a Guest Experience Manager (Full time) to assist leading the team. This role would ideally suit someone wanting to step up in their career in a luxury hotel environment.  Our Guest Experience Manager supports all property operations, ensuring that the highest levels of hospitality and service are provided. They will manage the flow of questions and directs guests within the lobby and support the tracking and resolution of service issues. 

The Opportunity: 

• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Send copy of MOD report to all departments on a daily basis.

• Ensure compliance with all policies, standards and procedures.

• Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

• Understand and comply with loss prevention policies and procedures.

• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.

• Maintain high visibility in public areas during peak times.

• Provide immediate assistance to guests as requested.

• Record guest issues in the guest response tracking system.

• Review comment cards and guest satisfaction results with employees.

• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Participates as needed in the investigation of employee and guest accidents.

• Performs Front Desk duties in high demand times.

Profile 

• Previous experience in similar role in a luxury hotel 
• OPERA experience 
• Managerial experience in leading a team 
• Excellent Customer Service Skills 
• Outstanding time management and organizational skills. 
• Proven ability to work under pressure 
• Full working rights in Australia essential to be considered for the role 
• Must have the flexibility to work on a 24-hour rotating roster including public holidays and weekends. 

  To Apply 

If you are truly passionate about delivering the highest standards and want to be part of a diverse team who deliver exceptional hospitality, then please enquire today. 

Rewards for work, benefits for your lifestyle  

• You will join a supportive, progressive and highly experienced team 
• You can be part of something unique 
• A variety of generous benefits and discounts for Associates, Family and Friends across all Marriott properties worldwide 
• Vast career and learning and development opportunities 
• Wellbeing programs and initiatives 
• Enjoy a relaxed lifestyle with easy access to world-class events like Mona Foma, Taste of Tasmania and Sydney to Hobart yacht race (just to name a few) 

Connect your passions with a rewarding opportunity. 

We appreciate the time you have taken to apply and the effort that goes into an application process. Those successful in gaining an interview will be contacted directly. 

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.