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About the Role

As the Guest Experience Expert, you will be a dynamic team member responsible for delivering exceptional guest experiences by performing a variety of front desk and guest service duties. This role ensures smooth day-to-day operations of the Front Office, including handling check-ins and check-outs, managing reservations, addressing guest inquiries, and resolving service-related concerns promptly. You will be the first point of contact for guests, embodying professionalism, hospitality, and a commitment to maintaining the highest standards of service to create a welcoming and memorable stay.

Responsibilities

Anticipate guests' service needs, including asking questions to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Maintain customer loyalty through innovative issue resolution, with strong attention to ensuring a positive guest experience.
Manage all aspects of the front office department, tending to guests and exceeding their expectations.
Handle complaints, settle disputes, and resolve grievances and conflicts by negotiating with relevant parties.
Build and strengthen relationships with existing and new customers, anticipating their needs and enabling future bookings.
Drive loyalty through loyalty programs and guest experiences.

Requirements

Experience with OPERA property management system or similar.
At least 2 years of experience, preferably within a high-volume environment.
Outstanding relationship building skills.
Excellent customer service experience.
Confidence and skills to up-sell and promote venues.
Ability to learn, think, grow, and continue to evolve in the role.

Skills

Opera property management system or similar
Relationship building
Customer service
Upselling
Promotion
Hospitality industry knowledge

Location

Sydney Harbour

Work Type

Full-time

Experience Level

2 years

Benefits

Best hotel training opportunities and internationally recognized training programs by Marriott International.
Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends.
Discounts on food & beverage across all our hotels.
Recognition programs to keep you motivated.
Wellbeing & mindfulness programs to ensure you stay healthy.
Employee Assistance Program.

About the Company

Explore endless possibilities with the #1 leader in hospitality worldwide, Marriott International.
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.

Equal Opportunity

We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity.
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.