Guest Experience Expert

The Luxury Collection; City of Hobart; On-site; AUD 52,000 - 60,000; Part time

Benefits offered by this job

Discounts on Marriott properties

Career development opportunities

Wellbeing programs

Job summary

The Tasman, a Luxury Collection Hotel, Hobart, is seeking a Guest Experience Expert for Part Time Front Office operations. You will welcome guests, manage check-ins/check-outs, handle reservations, and coordinate requests to ensure an effortless stay.

Applicants should have a minimum of 2+ years in customer service, exceptional communication skills, and a calm, professional demeanor. This role requires local working rights in Australia and a roster including weekends and public holidays.

Qualifications

• 2+ years in a customer service role at Front Desk / Service Experience or similar.
• Excellent interpersonal and communication skills, with a natural ability to engage with guests.
• Strong attention to detail, thorough follow-up, and problem-solving abilities.
• Excellent time management and organisational skills.
• Ability to emotionally connect with guests and deliver elevated levels of service.
• Experience in conflict resolution with a calm, solution-focused approach.
• Flexibility to work on a 24-hour rotating roster, including weekends and public holidays.
• OPERA Property Management System experience is highly regarded.
• Must have full working rights in Australia.

Responsibilities

• Deliver seamless, personalised guest experiences across Front Desk and Service Experience functions.
• Manage guest arrivals and departures, including check-ins, check-outs, room allocations, and billing.
• Handle guest enquiries via phone with professionalism, warmth, and efficiency.
• Take reservations when required, ensuring accuracy and a personalised approach.
• Coordinate guest requests and liaise with internal departments to ensure an effortless stay.
• Anticipate guest needs, upsell rooms and hotel experiences, and maximise revenue opportunities.
• Resolve guest concerns with discretion and empathy, and provide solutions.
• Bring the story of the hotel and Hobart to life through engaging guest interactions.
• Maintain accuracy in administrative tasks, including payments and room key management.
• Uphold the highest standards of service excellence in every interaction.

Skills

Customer service

Interpersonal skills

Attention to detail

Time management

Conflict resolution

Communication skills

Emotional intelligence

Flexibility

Tools

OPERA PMS

Job description

Additional Information

Job Number

26126315

Job Category

Rooms & Guest Services Operations

Location

12 Murray Street, Hobart Tasma 7000, Australia VIEW ON MAP

Schedule

Part Time

Located Remotely?

N

Position Type

Non-Management

The Tasman, a Luxury Collection Hotel, Hobart is located just steps from Hobart’s waterfront and the city’s top restaurants and attractions. The Tasman is a unique combination of Modern Contemporary, Art Deco and Heritage architecture. Presenting 152 luxuriously appointed guest rooms and suites with carefully restored features and adorned with exclusive art pieces from local artists, The Tasman reflects the true spirit of the destination.

The Opportunity

Supporting all areas of Front Office, the Guest Experience Expert will welcome guests with warmth and elegance, manage phone enquiries with poise, and coordinate every detail to ensure an effortless stay. You will oversee guest arrivals and departures, including check-ins, check-outs, room allocations and adjustments, secure payments, and room key management, while responding to guest requests and reservations with efficiency and care.

A natural affinity for engaging with guests, paired with strong attention to detail and calm professionalism, will define your success in this role - delivering a consistently exceptional experience in every interaction.

Key Accountabilities

• Deliver seamless, personalised guest experiences across Front Desk and Service Experience functions
• Manage guest arrivals and departures, including check-ins, check-outs, room allocations, and billing
• Handle guest enquiries via phone with professionalism, warmth, and efficiency
• Take reservations when required, ensuring accuracy and a personalised approach
• Coordinate guest requests and liaise with internal departments to ensure an effortless stay
• Anticipate guest needs, confidently upsell rooms and hotel experiences, and maximise revenue opportunities
• Resolve guest concerns with discretion, empathy, and a solutions-focused approach
• Bring the story of the hotel and Hobart to life through engaging, thoughtful guest interactions
• Maintain accuracy in administrative tasks, including payments and room key management
• Uphold the highest standards of service excellence in every interaction

Profile

• Minimum 2+ years’ experience in a customer service role as a Front Desk / Service Experience role or similar
• Exceptional interpersonal and communication skills, with a natural ability to engage with guests
• Strong attention to detail, thorough follow-up, and proven problem-solving abilities
• Excellent time management and organisational skills
• Ability to emotionally connect with guests and consistently deliver elevated levels of service
• Experience in conflict resolution with a calm, solution-focused approach
• Flexibility to work on a 24-hour rotating roster, including weekends and public holidays
• Experience with the OPERA Property Management System is highly regarded
• Must have full working rights in Australia

Rewards For Work, Benefits For Your Lifestyle

• Join a supportive, progressive, and highly experienced team
• Be part of something truly unique within The Tasman experience
• Access generous benefits and discounts for yourself, family, and friends across over 10000+ Marriott properties worldwide
• Extensive career development, learning, and growth opportunities
• Wellbeing programs and initiatives designed to support you personally and professionally
• Enjoy a relaxed lifestyle with easy access to world-class events and experiences across Tasmania

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.