Guest Experience Manager

Location: MANLY, NSW

Salary: $60,001 - $80,000

Job Type: Permanent position | Full time position

• Lead the design, implementation and continuous improvement of service standards across each

venues bar, dining and functions/events areas.

• Own the groups guest experience frameworks, including feedback systems, complaints handling

processes and online review and reputation management.

• Analyse guest insights and service performance data across venues to drive continuous improvement

initiatives.

• Drive integration of service systems, procedures and standards across multiple venues and revenue

streams, ensuring operations are managed through structured systems and processes, including a regular cadence of venue visits, service audits and standards reviews.

• Own service-related compliance frameworks across the group — RSA and liquor licensing obligations

under each venues licence, WHS systems and incident reporting — and ensure ongoing audit readiness at every venue.

• Monitor service performance against revenue drivers, KPIs and operational benchmarks for each

venue and for the group, and produce operational reports for the Group Operations Manager identifying trends and improvement opportunities.

• Lead, coach and supervise the floor supervisors and team leaders at each venue, and develop and

implement group-wide training frameworks that embed service standards and operational expectations. Qualifications and Experience: To be considered for this position, you should possess the following qualifications and work experience:

• Relevant hospitality management experience — minimum 1 year.
• A relevant Diploma qualification or higher — or at least 3 years of relevant experience in lieu of the

formal qualification.

• Demonstrated capability in compliance and risk systems, including RSA, WHS, incident reporting and

audit readiness.

• Proven experience in labour governance and commercial performance management, including

rostering, wage control and KPI reporting.

• Experience leading supervisors or team leaders, with accountability for operational systems,

performance and customer experience frameworks.

• Strong interpersonal, organisational and problem-solving skills, with the ability to work under limited

supervision across multiple sites. Salary: $80,000 + 12% Super