Guest Relations

1 week ago

Melbourne, Victoria, Australia Lancemore Hotel Group Full time

**Join Australia's most awarded luxury boutique hotel operator**:

- ** Shape your career with a growing organisation**:

- ** Iconic and award winning location**:

- ** Part time with flexibility**

**About the role**:
The **Mansion Hotel and Spa's Guest Relations/Services Manager** will report into the Front Office Manager and have a sound and diverse knowledge of industry operations and work closely with the Front Office Team at this award-winning hotel. The role is a part time position with flexibility to work on weekdays/weekends (AM & PM) and on public holidays and overnight from time to time/ if required.

**About you**:
To be successful you will need to be:

- Passionate in all areas of front office and provide highest level of customer service in a hosted environment
- An outstanding customer focused and personable addition to the team
- Able to deliver exceptional guest experience at every part of the journey including reservations, arrivals, departures and throughout guest stay.
- Responsible for responding to and managing guest feedback with the ability to trouble shoot contributing to an exceptional on-line reputation
- Well presented as a first point of contact
- A team player
- Knowledgeable of a hotel's front office administrative duties - including the administration of reservations, cash handling and reception duties
- Savvy with systems and technology with exceptional administration experience

**About the position**:
Accountable and responsible for:

- Leading and managing a small team
- Creating process and procedure manuals for efficiency and effective management of the operations
- Driving exceptional employee engagement
- Inventory management
- Commitment with flexibility to work mornings, evenings, weekends and public holidays
- Proactive and positive focus with a passion for the hotel hospitality industry
- Ensuring an efficient check in and check out process in a professional manner.
- Caching and training new and existing team members for performance

Last, we are a values driven organisation and pride ourselves on striving to engage and make every guest experience unforgettable. If this sounds like you and enjoy connecting with people we would love to hear from you.

**About Us**:
Founded in 1986, **The Lancemore Group** is a leading Australian boutique lifestyle brand and pioneer in boutique hotels and residential conference facilities.
- Our hotels offer boutique accommodation, conferences & meetings, weddings & events, wellness spas, critically acclaimed restaurants and an award winning wines.
- We are rapidly expanding across Australia and are unique in being a family owned company that combines the head of a large operation with the heart of a family company.
- You will be joining a high performing workplace that believes in developing new talent and empowering people to drive their own results.
- We value our people and, as such, offer career progression, generous staff discounts, company wide incentives and team social activities.
- Most importantly, we are a Values driven organisation

Job Code Reference: GSM01

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