Guest Relations Manager, Reception | Sydney CBD

Job Title: Guest Relations Manager, Reception | Sydney CBD
Contract Type: Permanent
Location: Sydney
Salary: $93 k plus super
Start Date: Immediate
Reference: GRM
Contact Name: Natalie Keon
Contact Email:
Job Published: October 13, 2017 11:44

Job Description

Our client is in search of an experienced People Manager to join their Global Workforce Solutions division based in Sydney. Our client is looking for a polished and strong people-leader with previous experience managing large teams with superior attention to detail and the ability to manage a busy workload. Genuine commitment to client service excellence is a


To be successful in this position must have a proven track record in a similar management role in a corporate or hospitality environment. The primary responsibility of this position is to manage the day-to-day Reception functions within Guest Relations and to provide management support to the broader Concierge team of 20. Reporting to the Guest Relations Senior Manager, this is an exciting and fast-paced role to work in a dynamic workplace by delivering industry-leading service. 


  • Work on the reception desk when required, overseeing the day-to-day reception, catering, and audio/visual equipment functions within Guest Relations
  • Manage the daily Reception, Switchboard, and Central Reservations functions across three CBD office spaces. This includes regular on-site visits and spot checks of all locations
  • Ability to lead and develop a large team across multiple sites
  • Responsible for overseeing the training and development of the Reception and Switchboard team, ensuring training records of the Guest Relations department are maintained and up-to-date
  • Be proactive in reviewing operational processes and revising as required to meet client demands 
  • Responsible for the recruitment of all Reception and Switchboard staff
  • Conduct Executive, Senior Associate, and Associate performance reviews as well as probationary period meetings
  • Monitor direct reports and set objectives ensuring they are being met
  • Provide guidance and support for Reception team. This includes complaint handling, feedback management, standards, and client service delivery
  • Ensure staff rosters and rotations are meeting the operational demands of the business
  • Control and manage temporary staff costs and expenses to meet budget requirements
  • Assist the Head of Guest Relations with administrative duties or project work as required
  • Provide the necessary support in the absence of the Senior Manager and/or Head of Guest Relations  


  • Leadership and management skills
  • Strong organisational and time management skills
  • High level of attention to detail
  • Strong verbal and written communication skills
  • Excellent personal presentation
  • Delegation skills - able to prioritise accordingly and display flexibility in handling a variety of tasks
  • Complaint handling - able to resolve problems as they arise in an appropriate manner


  • Experience in a corporate restaurant or 5-star hotel environment 
  • Proven leadership and management skills
  • Administrative skills - Word, Excel, and Outlook preferred 


At BENCHMARQUE, our team represents a collective of passionate and knowledgeable hospitality and recruitment industry professionals, who are committed to aligning the right people with the right business. Over the last 13 years, we have partnered with small independent operators to emerging hospitality groups and publicly listed companies to expand our workforce of professionals working across award-winning restaurants, 5-star hotels and leading event venues.

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