Guest Services Manager — Lead Guest Experience

Autograph Collection; Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Complimentary meals

Coffee

Uniform care

Hotel discounts

Travel discounts

Career development

Inclusive workplace

Job summary

Pier One Sydney Harbour, part of Autograph Collection by Marriott, is seeking a Guest Services Manager who is warm, confident, and passionate about hospitality. You will lead daily operations and set the tone for memorable guest experiences.

Responsibilities include guiding the front desk and lobby teams, resolving guest issues with empathy, coordinating across departments, and upholding service standards. NSW RSA certification and full working rights in Australia are required.

Qualifications

• Experience in guest services, front desk, or hospitality operations.
• Strong leadership and communication skills.
• Familiar with hotel systems, budgets and service standards.

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.

Skills

Leadership

Guest services

Front desk operations

Job description

Pier One Sydney Harbour, part of Autograph Collection by Marriott, is seeking a Guest Services Manager who is warm, confident, and passionate about hospitality. You will lead daily operations and set the tone for memorable guest experiences.

Responsibilities include guiding the front desk and lobby teams, resolving guest issues with empathy, coordinating across departments, and upholding service standards. NSW RSA certification and full working rights in Australia are required.