Director of Guest Experience

Job Number 24094576
Job Category Rooms & Guest Services Operations
Location Sheraton Grand Mirage Resort Gold Coast, 71 Sea World Drive, Main Beach, Gold Coast, Queensland, Australia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

The Company

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. Offering the most powerful portfolio in the industry, with 30 brands and 8,000 properties across 130 countries, the opportunities are global.

The Location

Surrounded by lush tropical gardens and sparkling blue lagoons, Sheraton Grand Mirage Resort, Gold Coast comprises of 295 guest rooms plus villa’s, four award winning restaurants and bars, all in an absolute beachfront environment.

The Department

If you have a 5 star attitude towards service and enjoy working in a fast-paced hospitality environment, this is the job for you!

To assist us in maintaining our reputation for outstanding customer service, we are currently seeking Director of Guest Experience who would be passionate in delivering exceptional customer service to our VIP guests.

The Role

• Reporting to the Hotel Manager, you will be the first point of contact for guests checking into the resort in or needing information.
• You will leave a strong first and last impression for all Hotel Guests ensuring their stay is seamless.
• You will work with other departments to ensure a superior guest experience.
• You will curate unique, memorable and personalized experiences for our guests.
• You will establish and maintain an attentive, friendly, courteous, and efficient hospitality approach as a first point of contact.
• You will be passionate about connecting with guests, being charismatic and enthusiastic about creating a memorable and welcoming atmosphere for customers, striving to provide personalized and attentive service that exceeds guests’ expectations.
• In this hands-on role, you will have outstanding guest relations, the ability to think on your feet and be innovative and creative.

The Requirements

• Previous experience in a similar role, preferably within a luxury hotel environment.
• Demonstrated ability to resolve problems and conflict and work efficiently under pressure.
• A genuine passion for guest service and be inspired by creating memorable experiences.
• Maintain knowledge of hotel products and services at various times of the year.
• Be innovative and creative for those guests celebrating special occasions by maintaining a contact point to assist them during their stay.
• Exceptional communication and interpersonal skills that allow you to easily build strong rapports with guests and colleagues.
• An energetic approach to time management and managing competing priorities.
• Be solutions focused with a confident and proactive approach to conflict resolutions.
• The ability to remain calm under pressure and when responding to emergency situations.
• The flexibility to work a rotating roster, including weekends, public holidays and occasional overnight shifts.
• Experience with Opera PMS would be advantageous.

The Benefits

As an Associate of Marriott International you will have access to a range of exceptional benefits, including generous accommodation discounts worldwide, discounted duty meals access to world class training programs and strategic career development opportunities.

Working for Sheraton is so much more than just a job, it’s a lifestyle.

Be your best. Start your career at Sheraton, where you don’t just work – you belong.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gatherand connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliverameaningful guest experience, we encourage you to exploreyour next career opportunitywith Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.
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