Guest Services Manager

Summary about this job

Detail information about job Guest Services Manager. Terms and conditions vacancy

• Rare opportunity to design and deliver our unique guest experience program
• Paid time off your birthday and charity activities
• Design-led hotel, historically rich aesthetic, amazing Chippendale location

Stretching across two iconic heritage-listed buildings – The Clare Hotel pub and the Carlton & United Breweries Administration Building – the 62-room boutique hotel has been constructed with obsessive attention to aesthetics and concern for retaining the interesting features of both buildings. Situated along the re-developed Kensington Street precinct, The Old Clare Hotel is the first Australian hotel from the unconventional Unlisted Collection:. With its rich, varied history and architecture, Chippendale has become the home of choice for dozens of art galleries, production houses, graphic and fashion design studios, plus Sydney’s most exciting new restaurants, cafés and bars.

We have an exciting opportunity for a driven Guest Services Manager to join our team. This position plays a critical role in delivering the exceptional and personalised service to all guests and visitors to the hotel.  

Key Outcomes & Deliverables

This role is responsible for overseeing guest experience at The Old Clare Hotel. Specifically:

• Ensuring that guests and visitors to the hotel receive an exceptional, authentic and personalised experience and service.
• Delivering an organised, tailored and creative guest amenity program.
• Overseeing a financially successful, interesting and on-brand gift shop.
• Promoting teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounts, Food and Beverage, Housekeeping, and Maintenance.

Key Tasks

• Proactively contacting guests in advance of their stay to introduce The Old Clare Hotel and its services and maximise stay revenues by offering best possible service to ensure guest satisfaction, return business and by targeted upselling efforts.
• Establishing communication processes with all staff and contractors to ensure all requirements and requests by and for guests, with particular focus on VIP clientele, are met and exceeded at all times.
• Researching, establishing and implementing a VIP/guest personalisation schedule and related guest amenity procedures.
• Coordinating the execution of amenities, services and other key requirements to ensure guests and VIPs have an exceptional and personalised experience throughout their stay at The Old Clare.
• Developing effective and mutually beneficial relationships with potential suppliers, business partner and collaborators.
• Ensure front office staff are properly trained and have the tools and equipment needed to effectively carry out their job functions
• Undertake manager on duty role functions as and when required and oversee effective operational functioning of the front office department.

What are you like?

You’ll be organised and 100% committed to and passionate about exceptional guest experience, and you’ll have the skills to ensure this ‘experience’ is delivered effectively by both you and but crucially, also by your colleagues. You will love figuring out creative ways to deliver an interesting, varied and personalised guest services/amenity program. We’re a small hotel and team, so you’ll also need to be happy to jump in and help out operationally pretty regularly. You’ll probably have some hotel experience under your belt so using rooms management systems like Opera, which is what we use, will be no trouble for you – being able to use this system effectively will be critical to you being able to keep on top of what needs to be delivered.

What’s good about working here?

• Small, close-knit team
• Design-led, historically rich aesthetic and amazing Chippendale location
• Flexible work environment
• Get a day off for your birthday
• Paid time off for charity
• Interesting and varied anniversary benefits
• Accommodation and restaurant discounts

Does it sound like we might be right for you and you might be right for us?

To apply:

• Please send us your CV outlining your relevant experience and achievements with a cover letter addressing the criteria outlined in this ad, and;
• In your cover letter, please also tell us about a time you did something different/interesting/creative for a guest, what their reaction was (ie, whether they loved it or not – sometimes this happens and that’s ok!) and why.