Guest Experience Officer

Park Hyatt; Melbourne; On-site; AUD 60,000 - 76,000; Full time

Benefits offered by this job

Discounted accommodation

Duty meals on shift

Wellbeing leave

Parental leave

Job summary

Park Hyatt Melbourne is seeking a Guest Experience Officer to uphold the highest standards of service, focusing on pre-arrival, arrival, and in-house experiences for our guests.

You will manage guest requests, coordinate with departments, and help maintain the guest history database, while embracing the luxury five‑star culture and a rotating roster including weekends.

Qualifications

• Experience in guest relations or concierge in a five‑star hotel.

Responsibilities

• Handle day-to-day guest experiences administration.
• Follow up and act on all guest requests.
• Conduct pre-arrival calls to start the guest journey.

Skills

Interpersonal skills

Communication skills

Rapport building

Autonomous work

Team player

Attention to detail

Grooming standards

Job description

At Hyatt, we believe in making people feel at home wherever they are in the world. We turn jobs into careers, encounters into experiences, and trips into journeys.

Join a team that is making travel more human, connected, and sustainable. Here, everyone's role matters, and your individuality is celebrated.

About Park Hyatt Melbourne

Located in the heart of the city, Park Hyatt Melbourne offers sophisticated luxury and exceptional personalised service. With beautifully appointed rooms, extensive event spaces, curated experiences, fine arts, dining and wellness, we create unforgettable experiences for our guests.

Benefits of working with us:

• Leading global hotel brand with career advancement opportunities
• Complimentary and discounted accommodation at more than 1000 Hyatt properties worldwide for you and your loved ones.
• Complimentary duty meals whilst on shift
• Discounted food & beverage and park club health & day spa treatments
• Discounted onsite car parking
• Employee assistance program – benefit from free, immediate and confidential support for any work, health or life concern
• Generous paid time off and holiday policies including paid parental leave and wellbeing leave
• 10% discount with NIB Health insurance

About the Role

As the Guest Experience Officer, you will be responsible for ensuring the highest standards of customer service are met by focusing on the pre-arrival, arrival and in-house experience of our guests.

Some of the responsibilities include:

• To ensure the smooth and efficient operation of Guest Experiences by managing administration tasks on a day-to-day basis.
• Following up and acting on all guest requests made directly and indirectly
• Conducting pre-arrival phone calls to commence their experience and to ensure the guests needs are met prior to their arrival
• Working cohesively with all other departments to ensure all necessary information is communicated accurately
• To assist in the gathering and maintenance of the guest history database
• Assist Front Office with basic functions

What you will bring to the role:

• Previous work experience in guest relations, concierge or similar position within a five-star hotel environment.
• Exceptional interpersonal and communication skills along with the ability to confidently interact with guests via telephone, email and in person
• An ability to establish rapport and have personable and meaningful conversations with guests
• The capability of working both autonomously and as part of a team
• The ability to work well under pressure and possess a great attention to detail
• The ability to create a positive first impression with an understanding of the importance of five star grooming standards
• The flexibility to work on a rotating roster, including weekends and public holidays