Guest Experience Manager

Are you curious, outgoing and warm with a touch of playfulness? Pier One Sydney Harbour is looking for you - people who can really influence our guests stay. We embody an ethos where mind blowing service comes from your personality and style, not from a hotel manuscript.  

Pier One Sydney Harbour, inhabits a thoughtfully reinterpreted heritage pier. A study in juxtapositions, the hotel marries heritage architecture with modern interpretation, seclusion with a central locale and an aspirational yet inclusive personality.  

Fuelled by our love of the hyperlocal, Pier One Sydney Harbour fashions a space for guests to celebrate their passions, their curiosity and to discover the true essence of a Sydney lifestyle. With no two guests being alike, our service style reflects this. The result being mind blowing service tailored to the unique needs of our guests; defining a new era for hotel experiences.  

Perks, Rewards, Motivations 

• Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends.  
• 35% discount on Food & Beverage when dining at Pier One for associates
• Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting ongoing career opportunities within the Marriott International group
• Genuine care for associates’ physical, emotional and financial wellbeing through our complimentary Employee Assistance Program
• Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month 
• Opportunity to receive Employee Referral Incentives and get paid for working with your friend 
• Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness
• Discounted parking options available
• Able to participate on our hotel and Pillar activations
• Complimentary associate meal while on shift

Your Opportunity

• Be the hotel local. This role is 75% admin + strategy vs 25% operational  
• Enhance our guest and pup experience at the hotel via new strategies keeping us ahead of trends 
• Managing our proactive guest voice strategies for the hotel (pulling reports, chairing the fortnightly meeting, coming up with creative ways to manage our guests experience)
• Execute & enhance the guest journey via on brand partnerships, experiences & activations
• The go-to of recovering guests stay and enhancing their experience
• Enhance communication between the departments to ensure consistency between Front Office and Food & Beverage experiences
• Train associates on the Brand Standard Audit & Experiential Audits
• Recover & manage complaint process of any unfortunate Guest Experiences
• Filtrate the hotels Mark throughout all departments
• Work closely with the Director of Brand Management, you will find new ways to create mind blowing experience for our guests

What we ask of you 

• A genuinely warm & welcoming demeanour. 
• Guest relations or front office management experience preferred 
• Personable communication skills. 
• Availability to work Tuesday - Saturday roster. 
• An interest in brand, marketing & creativity
• Energising motivation - its infectious - no job is too big or too small
• A passion for the industry, a want to be the best in service - and the best in lifestyle
• A desire to innovate and create. Our guests come to experience a life less ordinary 

How you will make an impact 

You have a respect for craft and are motivated by the art of living a Sydney lifestyle. You are inviting, a little surprising, attentive and inclusive. You are sociable, expressive, a mover and shaker, and have a love of service and style.  

Pier One Sydney Harbour is part of Marriott International's Premium portfolio, which has committed to putting people first for 90+ years. Apply now!

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.