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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Assistant Guest Service Manager

Australia, Sydney · Job Posted February 13, 2026
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Job Description

At Pier One Sydney Harbour, every guest interaction is an opportunity to create a lasting moment. We're looking for an Assistant Guest Services Manager who is warm confidents 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. The Assistant Guest Services Manager supports the daily operations of the Front Office while serving as a primary point of contact for guests throughout their stay. This role works closely with the Guest Services Managers to ensure every arrival, interaction, and departure reflects the highest level of hospitality. You will assist VIP, long-stay, and returning guests, while coordinating across departments to ensure seamless service delivery.

Job Responsibility

  • Serve as a primary escalation point for guest concerns, service recovery, and special requests
  • Proactively engage with guests to ensure satisfaction and adherence to brand standards
  • Resolve billing, reservation, and accommodation issues with professionalism and discretion
  • Coach and empower staff on service recovery techniques and guest engagement
  • Oversee daily Front Office operations for smooth check-in/check-out procedure
  • Provide leadership and support to Front Office Supervisors and Agents
  • Assist with training, onboarding, and ongoing coaching of front-line colleagues
  • Monitor room status, arrivals, departures, VIPs, and special requests
  • Collaborate with Housekeeping, Engineering, and other departments to resolve issues

Requirements

  • 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

What we offer

  • 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
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