Guest Relations Manager, Marriott Bonvoy

Marriott Bonvoy

Location:
Australia, Sydney

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Guest Relations Manager for W Sydney's Welcome Department. This integral role ensures guests have a positive and memorable experience by addressing their needs, resolving complaints, and personalizing their stay. The role coordinates with other departments, promotes services, gathers feedback, and builds guest loyalty to enhance overall satisfaction and encourage repeat visits.

Job Responsibility:

Ensure our team of Welcome Ambassadors maintain a strong and welcoming presence in the lobby and guest-facing areas
Ensure guests are welcome upon arrival with a seamless and personalized check-in experience
Curate and oversee the ambiance and guest experience in the lobby and the Living Room
Manage guest inquiries and requests before, during, and after their stay with promptness and professionalism
Monitor guest satisfaction channels and collaborate with the Quality Manager to implement Guest Voice Action Plans
Support hotel activations, events, and brand moments that enhance guest engagement

Requirements:

Previous experience in Front Desk/Front Office/Guest Services leadership role within a luxury hotel
Knowledge of procedures and policies for check-in/check-out, pre-arrival planning, property based systems (Opera) and room inventory management
Attention to detail and excellent oral & written communication skills
Commitment to delivering personalised, anticipatory, and emotionally engaging guest experiences
Ability to work on weekends/public holidays based on operational/business requirements
Works effectively with cross-functional teams to ensure seamless guest experiences and operational excellence

What we offer:

Discounts on hotel rooms including all properties within the Marriott International group for you and your family & friends
The best hotel training opportunities produced independently by W Sydney and internationally recognised training programs by Marriott International
Discounts on food & beverage across all our hotels
Recognition programs to keep you motivated
Wellbeing & mindfulness programs to ensure you stay healthy
Employee Assistance Program

Additional Information:

Job Posted:
November 05, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Guest Relations Manager