Guest Relations Manager (Front Desk & Guest Services)

About Us

Don’t just function, flourish. With EVT Connect Hospitality. The EVT Connect Hospitality team can be relied on for best-in-class insights into how to drive performance for the brand; from local talent development and operations, to driving market leading revenue strategies for third-party loyalty programs, distribution and brand standards.

About Kimpton
At Kimpton Hotels & Restaurants, we believe hospitality is all about heartfelt human connections. As pioneers of the boutique hotel concept in the 1980s, our mission is to be the world’s most loved boutique hotel and restaurant company.

Our colleagues are passionate about delivering genuine care to our guests, teams, owners, and communities. Through our unscripted approach to luxury boutique hospitality, we create unique and personalised experiences that define the Kimpton brand.

Working at Kimpton is about more than just a job. We value personality, individuality, creativity, and passion. Here, you are encouraged to be yourself, take initiative, and create meaningful moments for both guests and colleagues every day.

About the Role
We are currently seeking a passionate and guest-focused Guest Relations Manager to join our Front Office team. In this role, you will be responsible for leading guest engagement and ensuring an exceptional guest experience from pre-arrival through to departure.

As a key member of the Front Office leadership team, you will oversee guest relations operations, support lobby operations, and ensure personalised service delivery in line with Kimpton and IHG brand standards. This role plays an important part in building strong guest relationships, maintaining high service standards, and supporting overall operational performance.

Key Responsibilities

Guest Experience

• Manage the pre-arrival guest experience by contacting priority guests prior to arrival and offering personalised assistance.
• Coordinate guest requests and ensure tailored guest experiences throughout the stay.
• Communicate VIP arrivals and special guest requirements to relevant departments.
• Respond to guest feedback and ensure concerns are addressed promptly and professionally.
• Maintain accurate guest communication records and guest history while ensuring confidentiality.
• Provide personalised service to VIP and returning guests.
• Resolve guest enquiries and concerns in a professional and timely manner.

Front Office Operations

• Oversee activity in the hotel lobby to ensure smooth operations and a welcoming environment.
• Act as a lobby ambassador, ensuring a positive guest experience across public areas.
• Assist the Front Desk team with arrivals and departures when required.
• Support Duty Manager shifts as operational needs require.
• Maintain up-to-date knowledge of hotel facilities, services, and local attractions.
• Provide accurate information to guests regarding hotel services, events, transport, and attractions.

Team Collaboration

• Share relevant guest information with internal teams to support service delivery.
• Brief team members on group arrivals, departures, and guest requirements.
• Support the Front Office Manager in implementing guest relations procedures and training.
• Foster positive communication and collaboration across departments.

Financial Performance

• Support revenue optimisation by promoting hotel services and upselling opportunities.
• Ensure compliance with financial controls and internal procedures.
• Assist in achieving departmental performance and service targets.

Compliance and Safety

• Ensure compliance with brand standards and operational procedures.
• Follow all Work Health and Safety (WHS) policies and procedures.
• Participate in safety training and emergency procedures.
• Maintain awareness of cyber security and technology security standards.
• Support workplace safety initiatives and report any hazards or incidents.

About You

To be successful in this role, you will bring a strong passion for hospitality and delivering exceptional guest experiences.

You will demonstrate:

• A positive, approachable, and solutions-focused attitude
• Excellent communication and interpersonal skills
• Strong organisational skills and attention to detail
• The ability to multitask in a fast-paced environment
• A calm and professional approach under pressure
• Confidence using hotel systems and technology

Qualifications and Experience

• Previous experience in guest services or front office operations in a leadership or supervisory capacity
• A diploma or degree in Hospitality, Hotel Management, Business Administration or a related field is advantageous
• Responsible Service of Alcohol (RSA) – NSW
• Full working rights in Australia

If you are passionate about hospitality and creating memorable guest experiences, we would love to hear from you. Join us and be part of a team that values individuality, creativity, and genuine care for our guests and colleagues.