The Role

As a Guest Services Manager , you will play a pivotal role in creating memorable experiences for our guests while inspiring and guiding our team to deliver excellence every day. This role goes beyond day-to-day operations, it’s about setting the standard, building trust, and ensuring our team consistently delivers exceptional service.

You will maintain strong working relationships across all departments to support Sheraton villa's and hotel operations, while acting as a key liaison between Sheraton Villa Owners, Body Corporate, Hotel Management, and facilities management.

By intervening when needed, you will ensure property integrity, guest satisfaction, and employee well-being are preserved. Regular communication with both employees and stakeholders will be essential in creating awareness of business objectives, recognizing performance, and driving results.

Reporting directly to the Hotel Manager and the Pacific Mirage Board, you will use your interpersonal and leadership skills to influence, encourage, and guide others while leading with integrity and sound decision-making.

Your responsibilities will include:

• Leading and supervising guest services teams to ensure smooth daily operations.

• Building trust, cooperation, and open communication across all departments.

• Handling guest complaints and resolving disputes while maintaining property integrity.

• Coaching and developing employees to consistently deliver high level of service.

• Monitoring performance, celebrating achievements, and recognizing contributions.

• Serving as a role model of integrity, professionalism, and genuine hospitality.

The Requirements

This is the ideal position for someone who:

• Has proven leadership experience in guest services or a related hospitality role.

• Possesses strong interpersonal and communication skills to influence, guide, and support a team.

• Demonstrates the ability to stay solutions-focused and resolve conflicts effectively.

• Thrives in a fast-paced environment and can prioritize multiple responsibilities.

• Displays genuine passion for customer service and consistently exceeds expectations.

• Is adaptable, hands-on, and capable of stepping in to assist the team whenever required.

• Is proficient with computer skills including with Microsoft Office and Opera PMS

• Availability and flexibility to work a rotating roster, including weekends and occasion overnight shifts 

Prior experience in a similar role in a hotel environment either as:

• Front Office Manager

• Executive Housekeeper or Housekeeping Manager

• Customer Services Manager – Hospitality

• Hotel Front Office or Duty Manager

The Company

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 8,000 properties, you’ll find us in your neighbourhood and in more than 130 countries across the globe. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World.

The Brand

At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

The Location

Surrounded by lush tropical gardens and sparkling blue lagoons, Sheraton Grand Mirage Resort, Gold Coast comprises of 295 guest rooms, four award winning restaurants and bars, and a luxurious spa retreat, all in an absolute beachfront environment.

The Department

If you have a 5 star attitude towards service and enjoy working in a fast-paced hospitality environment, this is the job for you!

To assist us in maintaining our reputation for outstanding customer service, we are currently seeking an experienced and enthusiastic Guest Service Agent to join our Front Office Team.

 The Benefits

To attract and retain the best and brightest people for our team, we offer a range of exceptional benefits, including:

• Discounted meals

• Exceptionally generous accommodation discounts

• World class training programs, and

• Strategic career development opportunities.

Working for Sheraton is so much more than just a job, it’s a lifestyle.

 Be your best. Start your career at Sheraton, where you don’t just work – you belong.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws