Guest Services Manager: Lead Guest Experience

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

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