Guest Experience Manager

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:

People Crave Belonging

People Want the Real Deal

Every Person has a Story

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.