Guest Experience Manager InterContinental Sydney

2 weeks ago

Sydney, New South Wales, Australia IHG Hotels & Resorts Full time $80,000 - $120,000 per year

Guest Experience Manager InterContinental Sydney

Hotel Brand: InterContinental

Location: Australia, New South Wales, Sydney

Hotel: Sydney (SYDHA), 16 Phillip Street, 2000

Job number: 151470

About Us

Welcome to the height of luxury, where heritage wonder and contemporary flair collide. Centrally positioned in the heart of Circular Quay, InterContinental Sydney extends breathtaking panoramic views of the Sydney Opera House and Sydney Harbour Bridge.

Set within the beautifully restored Treasury Building of 1851, InterContinental Sydney is renowned as one of the city's prized icons. With 509 guest rooms including 28 luxury suites, an award-winning and world class Club InterContinental lounge and vibrant dining venues, a complete five-star experience awaits

Your day to day- Inspire Incredible

Guest Love & Service Excellence

  • Lead initiatives to improve Guest Love metrics, focusing on structured arrivals and departures Conduct proactive Medallia analysis and drive service recovery actions to reach the 87% target.
  • Strengthen VIP arrival experiences, ensuring elevated luxury touchpoints and smooth interdepartmental execution.

Operational Leadership & Support

  • Act as the primary escalation point in the absence of the Front Office Manager.
  • Deliver real-time coaching during peak business periods and ensure consistent colleague support.
  • Enforce IHG brand standards, service consistency, and security protocols.

Team Development & Performance Management

  • Mentor GSAs and Supervisors, preparing them for future leadership roles.
  • Roll out structured training programs and performance feedback frameworks.
  • Champion a culture of recognition and engagement through platforms such as the Appreciation Station.

Strategic & Financial Contributions

  • Contribute to upselling strategies, driving incremental revenue across room types and packages.
  • Assist with budgeting, scheduling, and payroll, optimising resource allocation.
  • Identify operational improvements that enhance guest experience while increasing efficiency.

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