Guest Services Manager

67A9P; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Complimentary meals

Coffee

Uniform care

Hotel discounts

Travel discounts

Training & development

Job summary

Pier One Sydney Harbour, part of the Autograph Collection by Marriott, seeks a Guest Services Manager to lead daily operations, resolve guest concerns, and ensure every interaction reflects our commitment to excellence. You’ll manage lobby flow, support front desk tasks, and act as a liaison between guests and departments to shape the guest journey from arrival to departure.

Ideal candidates bring hospitality experience, strong leadership and communication skills, and the ability to stay calm

Qualifications

• Experience in guest services or hospitality operations.
• Strong leadership and communication skills.
• Ability to remain calm under pressure and solve issues quickly.
• Flexible availability, including weekends and holidays.
• Knowledge of hotel systems, budgets, and service standards.

Responsibilities

• Lead and inspire the front office and guest services team.
• Resolve guest issues with empathy and urgency.
• Maintain high visibility in public areas during peak times.
• Collaborate across departments to ensure seamless operations.
• Coach team members for continuous improvement.
• Support payroll, scheduling, and administrative processes.
• Implement guest recognition programs and service recovery plans.
• Conduct training and team development.
• Uphold policies and ensure consistent application.
• Assist with front desk duties during high-demand periods.
• Respond to emergencies and follow safety protocols.

Skills

Guest services leadership

Front desk operations

Communications skills

Problem solving under pressure

Flexible availability

Education

NSW RSA certification

Tools

Hotel management systems

Job description

Additional Information

Job Number 26118237
Job Category Rooms & Guest Services Operations
Location 11 Hickson Road, Walsh Bay, Sydney New S 2000, AustraliaVIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Management

JOB SUMMARY

At Pier One Sydney Harbour, every guest interaction is an opportunity to create a lasting moment. We’re looking for a Guest Services Manager who’s warm, confident, and passionate about delivering exceptional hospitality. If you thrive in dynamic environments and love being at the heart of guest experiences, this is your moment.

About the Role

As Guest Services Manager, you’ll be the face of the property leading daily operations, resolving guest concerns, and ensuring every interaction reflects our commitment to excellence. You’ll manage lobby flow, support front desk operations, and act as a key liaison between guests and departments. Your leadership will shape the guest journey from arrival to departure.

Key Responsibilities

• Lead and inspire the front office and guest services team
• Resolve guest issues with empathy, urgency, and professionalism
• Maintain high visibility in public areas during peak times
• Collaborate across departments to ensure seamless operations
• Monitor service standards and coach team members for continuous improvement
• Support payroll, scheduling, and administrative processes
• Implement guest recognition programs and service recovery plans
• Conduct training and support team development
• Uphold property policies and ensure fair, consistent application
• Assist with front desk duties during high-demand periods
• Respond to emergencies and follow safety protocols

About You

• Experience in guest services, front desk, or hospitality operations
• Strong leadership and communication skills
• Calm under pressure with a solutions-focused mindset
• Passionate about creating memorable guest experiences
• Flexible availability including weekends and holidays
• Familiar with hotel systems, budgets, and service standards
• NSW RSA certification and full working rights in Australia

Why You’ll Love It Here

• Be part of a team that values individuality and service excellence
• Enjoy complimentary meals, coffee, and uniform care
• Access exclusive hotel and travel discounts for you and your loved ones
• Grow your career with world-class training and development programs
• Thrive in a supportive, inclusive workplace culture
• Participate in our Employee Assistance Program and referral incentive

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative - in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph 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.