Guest Relations Manager

2 days ago

Redfern, New South Wales, Australia The EVE Hotel Full time $90,000 - $120,000 per year

JOIN THE VISIONARIES AT THE EVE HOTEL AS A GUEST RELATIONS MANAGER

Nestled at the edge of Surry Hills, The EVE Hotel is more than just a place to rest your head—it's a canvas for cultural expression, a hub of artistic energy, and your potential new workplace.

The EVE Hotel redefines luxury with a dash of iconoclasm. We're not just a hotel; we're a celebration of Sydney's vibrant spirit, a place where art, music, and culinary delights converge to create unforgettable experiences.

Our Mission

At The EVE, we're on a quest to craft the most extraordinary Sydney hospitality experience. We're not content with merely meeting expectations—we're here to shatter them, to surprise and delight our guests at every turn. From grand gestures to the tiniest details, we're committed to creating moments that linger in the memory long after our guests have bid us adieu.

Picture Yourself at The EVE

Imagine being the face of The EVE, a beacon of warmth and sophistication in our urban oasis. You're not just an employee; you're a curator of experiences, an ambassador of the area's rich cultural tapestry. Your enthusiasm is contagious, your professionalism impeccable, and your dedication to guest satisfaction unwavering.

As our Guest Relations Manager, you will embody sophistication and grace, ensuring our guests experience the highest level of personalized service from arrival to departure. You will not only be the pivotal link between our guests and the unparalleled experiences we offer, but will also:

  • Maintain an exceptional standard of personalised service, tailoring every interaction to meet the unique needs of each guest and ensuring an unforgettable stay.
  • Lead and coach your team to anticipate guest needs, engage proactively, and elevate their experience through thoughtful, anticipatory service.
  • Prepare and deliver daily briefings to ensure that all team members are informed about hotel activities, VIPs, group movements, promotional events, guest feedback, and product knowledge.
  • Oversee the accurate management of guest information, including profiles and preferences, via our dynamic 'Guest Services Directory' in the Property Management System (PMS).
  • Supervise the Guest Relations, Front Desk, Concierge, and Recreation areas, ensuring that all standards are upheld, policies are updated, and operations run seamlessly.
  • Remain composed in emergencies, swiftly ensuring the safety and well-being of guests while minimizing any disruptions to their experience.
  • Maintain a high level of guest service for VIPs, new and return guests to create a tangible point of difference from competitors.
  • Curate bespoke experiences by leveraging guest preferences, special occasions, and cultural nuances, transforming moments into lasting memories.
  • Apply proactive service recovery strategies, resolving concerns with empathy and a solutions-driven mindset that turns challenges into loyalty opportunities.
  • Act as a hotel brand ambassador, upholding brand values and setting the tone for a world-class guest experience both on and off property.
  • Be knowledgeable of all room types, rates, and services the hotel provides and surrounding retailer relationships and be prepared to 'sell' at all times.

More about you

  • A minimum of 2 years of experience in a luxury hotel or high-end venue, with a strong background in developing and executing guest itineraries.
  • High level of confidence in introducing experiences and engaging with guests, coupled with impeccable presentation and grooming.
  • An inspirational leader with a talent for seamless operations and service delivery, along with well-developed administrative skills.
  • Exceptional organization, time management, and multitasking skills, essential for a hands-on role.

Join Our Ensemble

At The EVE, you're not just joining a team—you're becoming part of a close-knit family dedicated to redefining hospitality. Operated by TFE Hotels, we collectively believe in nurturing talent, fostering creativity, and providing opportunities for growth and development.

After all, when you thrive, The EVE shines even brighter and we know that our success is measured not just by our guests' satisfaction, but by the fulfillment and growth of our team.

Are you ready to be part of something extraordinary? To work in a place where every day brings new inspiration? Then it's time to step into The EVE.

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