The Role
Our client is seeking a Guest Experience Manager to lead the Guest Experience team and oversee the implementation of the centre’s guest experience strategy at their Brisbane City location. This role is a three-month contract, starting ASAP and ending on June 15, 2025, with the potential for extension.
As a key leadership role, the Guest Experience Manager ensures seamless customer interactions, proactively explores innovative guest experience initiatives, and fosters a culture of service excellence. An ensuring high service standards while handling customer enquiries and enhancing overall customer satisfaction.
Key Responsibilities
- People Leadership – Manage and develop the Guest Experience team, conducting regular 1:1s, team meetings, and performance reviews while fostering a positive and inclusive culture.
- Customer Service Excellence – Oversee the customer service desk, ensuring a welcoming and efficient environment while managing customer enquiries across multiple communication channels.
- Stakeholder Relationships – Build and maintain strong relationships with clients, addressing operational concerns and collaborating to enhance their experience.
- Operations – Work closely with the Operations team to uphold safety and compliance standards, address operational challenges, and maintain a high standard of centre presentation.
- Reporting & Financial Management – Monitor customer service performance metrics, manage budgets effectively, and provide regular reports on service trends and improvements.
- Customer Engagement & Innovation – Develop and implement guest experience strategies that align with our brand, ensuring continuous improvement in service delivery.
To be successful in this role, you will bring:
- Proven experience in a customer-facing management role with a strong focus on customer service excellence.
- Exceptional communication and interpersonal skills, with the ability to confidently handle enquiries and resolve issues.
- Leadership experience, including team development, performance management, and fostering a culture of service excellence.
- Strong organisational and multitasking abilities, with a proactive approach to managing competing priorities.
- Proficiency in technology and systems, including Microsoft Office and customer service platforms.
- A passion for delivering outstanding guest experiences and continuously improving service offerings.
We are partnering with a client who committed to delivering outstanding customer experiences and fostering a welcoming environment across their retail spaces. As a leader in their industry, they continuously innovate and partner with external stakeholders to enhance our service standards and offerings. Our goal is to create memorable experiences that align with their values and brand promise.
** Please note only successfully shortlisted candidates will be contacted for a further discussion. We also aren't accepting email applications at this time **
