Guest Relations Manager

Mondrian is a way of travel. With its groundbreaking design and progressive programming, it is a “must” destination for locals or travellers. Mondrian is always at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone. Mondrian provides a playful framework so that guests and locals alike can immerse themselves in the culture of each city it inhabits.

Mondrian Gold Coast is set to debut on the sun-drenched esplanade of the iconic Burleigh Beach in 2025. This destination lifestyle precinct is a vision of some of Australia and the world’s most celebrated changemakers, risk takers and creative thinkers. Mondrian Gold Coast is an immersive precinct that reflects the culture of one of Australia’s most iconic coastal destinations.

Join our cultural precinct of imaginative spaces that reflect sun, sand and surf enveloped around dynamic dining, entertainment, a cutting-edge spa with a world-class edge.

We’re seeking creatives, innovators and disruptors who challenge the status quo and ready to be agents of change as we usher in one of the most exciting, progressive and forward-thinking brands set to make Burleigh its home.

As Guest Relations Manager, you will anticipate guests needs, address any concerns, and create a personalised experience in line with Mondrian Gold Coast's luxury standards. You will act as a key point of contact for VIP guests, handling special requests, and coordinating with various departments to ensure seamless service. This role requires a deep understanding of hospitality, attention to detail, and a passion for exceeding guest expectation.

Main Duties/Responsibilities:

• Ensure that all guests receive a warm welcome and exceptional service from the moment they arrive until they depart. This includes personally greeting VIPs and Loyalty Members, repeat guests, and handling special requests. 
• Anticipate guests' needs and preferences, and tailoring services to create a personalised and memorable experience. This may involve arranging special amenities, booking activities, or managing dining reservations. 
• Collaborate with other hotel departments, such as front office, housekeeping, food and beverage, and concierge, to ensure that guest requests and expectations are met consistently and provide daily updates on VIP and Loyalty Members movements.  
• Maintain detailed records of guest interactions, preferences, complaints, and resolutions. Reporting to senior management with insights and recommendations for service improvements. 
• Modify the roster to ensure optimal coverage that meets guest needs.

• Proven experience in a luxury or lifestyle hotel environment with a focus on Guest Services.   
• Strong interpersonal and communication skills with a commitment to delivering excellent guest service.   
• Ability to multitask and work under pressure in a fast-paced environment.   
• Experience in using Opera PMS
• Ability to work a variety of shifts including evenings, weekends and public holidays.   
• Must have valid Australian Working Rights.

Mondrian Gold Coast is an equal opportunity employer. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.