Guest Experience Manager

Back to search results Previous job Next job

JOB DESCRIPTION

We are ‘relentlessly guest obsessed’ at Novotel Brisbane South Bank. Everything we do, we do to help our guests and our people feel welcome and feel valued to give them the best experience possible.

Our hotel is nestled in South Bank, with direct access to The Brisbane Convention & Exhibition Centre. South Bank is Brisbane’s premier lifestyle and cultural destination on the southern banks of the Brisbane River, it is open 365 days a year and attracts an estimated 11 million visitors annually. The hotel offers 238 rooms, an on trend open kitchen, 2 Food & Beverage Outlets and meeting venues for up to 150 delegates.

We are looking for a self-motivated and genuine Guest Experience Manager to join our award-winning Front Office team on a full-time basis, to lead our guest experience journey to new heights as Brisbane’s best Accommodation. 

Reporting to the Director of Commercial and Guest Experience, this role has a strong focus on VIP guests as well as championing Heartist and customer activities throughout the hotel. 

Furthermore, as the driver of Loyalty and Brand Essentials, this role will work collaboratively across all departments to support and manage the Loyalty and service expectations of our guests across all areas.

What we offer?

A few of our employee tag lines are #itsgoodtobeus #feelwelcomed #feelvalued and if you look on Instagram or LinkedIn – you will see this come alive!
We live by our 4 key principles:

1. People Crave Belonging
2. People Want the Real Deal
3. Every Person has a Story
4. People Hate to be Wrong

We encourage you to bring the ‘real you’ each and every day, and connect with our guests and our people.
You will have the opportunity to build your own skills and expertise to reach your personal and career goals. By joining the team, you will unleash a huge array of great employee benefits. 

In this role you will:

• Create a welcoming environment for all guests through lively, flexible, discreet and caring interactions in all areas of the hotel showcasing our genuine and Heartist culture
• Provide a sense of welcome and departure to all guests, mainly for VIP guests, regular guests, long stay guests, service recovery guests, and members of other Accor programs, high-spend customers and guests celebrating special occasions by maintaining a contact point to assist them during their stay
• Maintains high quality service to guests by responding to their requests promptly, efficiently and courteously throughout the guests stay at the hotel.
• Takes care of guests from their arrival through to their departure, including concierge services. Contributing to guest satisfaction at all time by providing high quality services throughout their stay
• Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• To ensure our Heartiest Culture is at the forefront of our actions 

What we are looking for?

• Experience within a hotel Front Office environment
• Knowledge of OPERA PMS, Loyalty Platforms, Resaweb, Microsoft Office, Outlook and HotSos is ideal
• The ability to manage a team and develop their skills. train, coach and motivate our future leaders 
• Highly organised self-starter with the ability to effectively manage priorities
• Projects a professional image through presentation and interpersonal skills
• Have the ability to think on their feet and problem solve
• Aware of Brisbane surrounds and in particular South Brisbane and can recommend great things to see and do for our guests
• Confidence in liaising with various internal and external clients
• A high standard of grooming and presentation
• Excellent communication skills with fluency in English; additional languages are a plus
• Flexibility regarding your work availability is essential, as we operate 7 days a week, including public holidays

What is in it for you?

• Fun and friendly work environment. We have an 86% employee satisfaction score!
• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Learn Your Way Academie
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality.
Discover the life that awaits you at Accor, visit  https://careers.accor.com/ 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Aboriginal & Torres Strait Islander people are strongly encouraged to apply.

“Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities.

Our ambition is to provide meaningful employment, a warm  and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

Do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.”

Watch the video Close the popup

Disable Audio Description Enable Audio Description Transcript

Email this job

To access this job from another device, email this information to yourself.
Your Name
Recipient’s Email address
Submit

Success!

Your email is on its way…

Ok

Failure!

Email has not sent

Ok