ADDITIONAL INFORMATION

Job Number25083485
Job CategoryRooms & Guest Services Operations
LocationThe Westin Brisbane, 111 Mary Street, Brisbane, Queensland, Australia, 4000
ScheduleFull Time
Located Remotely?N
Position Type Management

ROLE OVERVIEW:

As the Front Office Manager, you are responsible for ensuring exceptional guest satisfaction at The Westin Brisbane. This role focuses on enhancing the guest journey by anticipating needs, addressing feedback, and creating memorable experiences that align with the hotel’s brand standards. The Front Office Manager leads by example, works closely with all departments to resolve guest concerns, and implements strategies to continuously improve service delivery. By building strong relationships with guests and associates, this role is pivotal in driving loyalty and ensuring a seamless experience for all visitors

KEY RESPONSIBILITIES:

• Oversee the guest experience journey, ensuring all touchpoints reflect the highest standards of service
• Actively engage with guests, addressing inquiries, concerns, and complaints in a professional and timely manner
• Collaborate with departments to ensure smooth resolution of issues and delivery of personalized service
• Monitor and respond to guest feedback from online platforms, surveys, and direct communication, implementing improvement strategies as needed
• Train and mentor associates to maintain service excellence and uphold brand values
• Act as a key point for VIP guests, ensuring special requests and preferences are met
• Maintain a visible presence in public areas to proactively engage with guests and ensure satisfaction