Guest Experience Expert

The Tasman, a Luxury Collection Hotel, Hobart is located just steps from Hobart’s waterfront and the city’s top restaurants and attractions. The Tasman is a unique combination of Modern Contemporary, Art Deco and Heritage architecture. Presenting 152 luxuriously appointed guest rooms and suites with carefully restored features and adorned with exclusive art pieces from local artists, The Tasman reflects the true spirit of the destination.

The Opportunity

Supporting all areas of Front Office, the Guest Experience Expert will welcome guests with warmth and elegance, manage phone enquiries with poise, and coordinate every detail to ensure an effortless stay. You will oversee guest arrivals and departures, including check-ins, check-outs, room allocations and adjustments, secure payments, and room key management, while responding to guest requests and reservations with efficiency and care.

A natural affinity for engaging with guests, paired with strong attention to detail and calm professionalism, will define your success in this role – delivering a consistently exceptional experience in every interaction.

Key Accountabilities

• Deliver seamless, personalised guest experiences across Front Desk and Service Experience functions
• Manage guest arrivals and departures, including check-ins, check-outs, room allocations, and billing
• Handle guest enquiries via phone with professionalism, warmth, and efficiency
• Take reservations when required, ensuring accuracy and a personalised approach
• Coordinate guest requests and liaise with internal departments to ensure an effortless stay
• Anticipate guest needs, confidently upsell rooms and hotel experiences, and maximise revenue opportunities
• Resolve guest concerns with discretion, empathy, and a solutions-focused approach
• Bring the story of the hotel and Hobart to life through engaging, thoughtful guest interactions
• Maintain accuracy in administrative tasks, including payments and room key management
• Uphold the highest standards of service excellence in every interaction

Profile

• Minimum 2+ years’ experience in a customer service role as a Front Desk / Service Experience role or similar
• Exceptional interpersonal and communication skills, with a natural ability to engage with guests
• Strong attention to detail, thorough follow-up, and proven problem-solving abilities
• Excellent time management and organisational skills
• Ability to emotionally connect with guests and consistently deliver elevated levels of service
• Experience in conflict resolution with a calm, solution-focused approach
• Flexibility to work on a 24-hour rotating roster, including weekends and public holidays
• Experience with the OPERA Property Management System is highly regarded
• Must have full working rights in Australia

Rewards for work, benefits for your lifestyle

• Join a supportive, progressive, and highly experienced team
• Be part of something truly unique within The Tasman experience
• Access generous benefits and discounts for yourself, family, and friends across over 10000+ Marriott properties worldwide
• Extensive career development, learning, and growth opportunities
• Wellbeing programs and initiatives designed to support you personally and professionally
• Enjoy a relaxed lifestyle with easy access to world-class events and experiences across Tasmania

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe’s most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

https://careers.marriott.com/guest-experience-expert/job/P1-7073088-0