Guest Services Manager

JOB SUMMARY

At Pier One Sydney Harbour, every guest interaction is an opportunity to create a lasting moment. We’re looking for a Guest Services Manager who’s warm, confident, and passionate about delivering exceptional hospitality. If you thrive in dynamic environments and love being at the heart of guest experiences, this is your moment.

About the Role

As Guest Services Manager, you’ll be the face of the property leading daily operations, resolving guest concerns, and ensuring every interaction reflects our commitment to excellence. You’ll manage lobby flow, support front desk operations, and act as a key liaison between guests and departments. Your leadership will shape the guest journey from arrival to departure.

Key Responsibilities

• Lead and inspire the front office and guest services team


• Resolve guest issues with empathy, urgency, and professionalism


• Maintain high visibility in public areas during peak times


• Collaborate across departments to ensure seamless operations


• Monitor service standards and coach team members for continuous improvement


• Support payroll, scheduling, and administrative processes


• Implement guest recognition programs and service recovery plans


• Conduct training and support team development


• Uphold property policies and ensure fair, consistent application


• Assist with front desk duties during high-demand periods


• Respond to emergencies and follow safety protocols

About You

• Experience in guest services, front desk, or hospitality operations


• Strong leadership and communication skills


• Calm under pressure with a solutions-focused mindset


• Passionate about creating memorable guest experiences


• Flexible availability including weekends and holidays


• Familiar with hotel systems, budgets, and service standards


• NSW RSA certification and full working rights in Australia

Why You’ll Love It Here

• Be part of a team that values individuality and service excellence


• Enjoy complimentary meals, coffee, and uniform care


• Access exclusive hotel and travel discounts for you and your loved ones


• Grow your career with world-class training and development programs


• Thrive in a supportive, inclusive workplace culture


• Participate in our Employee Assistance Program and referral incentive

Ready to lead with heart and hospitality?

Apply now and help us create unforgettable guest moments at Pier One Sydney Harbour!