Guest Experience & Venue Operations Coordinator (FiBe)

Job Brief

Nestled in the heart of the iconic Hunter Valley, The Sienna (associated entity to The Lodge Jamberoo Management Pty Ltd) is a premier Italian-inspired estate that seamlessly blends European elegance with the breathtaking beauty of Australian wine country. This reimagined boutique destination offers a curated collection of luxury accommodations and the stunning Glasshouse event space, all designed to provide an unparalleled guest experience defined by sophistication, tranquility, and meticulous attention to detail. As we continue to set new benchmarks in high‑end hospitality, we invite passionate professionals to join our dedicated team and contribute to a culture of excellence within one of the region’s most picturesque and prestigious settings.

We are looking for a Guest Experience & Venue Operations Coordinator to join the team. This is a Full Time Permanent Role with a salary guide of between AUD 80,000 to 100,000 plus super depending on the candidate and the level of experience. Location will be at The Sienna in the Hunter Valley (NSW).

Responsibilities

• Oversee the execution of daily operational plans for guest services and events, ensuring all department workflows align with scheduled timelines and venue standards.
• Manage the quality assurance process for service and event spaces, verifying that furniture layouts, table settings, and equipment configurations meet detailed specifications.
• Act as the primary escalation point for complex guest enquiries, managing the resolution process to ensure high satisfaction and adherence to service protocols.
• Monitor service delivery standards during peak operational periods, identifying bottlenecks and directing resource allocation to maintain seamless service flow.
• Coordinate F&B service logistics, liaising between the kitchen and floor teams to ensure accurate timing of food delivery and dietary requirement compliance.
• Administer inventory procurement systems, analysing usage trends to optimise stock levels for beverages and consumables while minimising wastage.
• Monitor venue compliance regarding responsible alcohol service (RSA) and WHS regulations, ensuring all operational activities adhere to legislative safety standards.
• Facilitate workforce planning requirements, analysing operational data to recommend staffing levels and shift patterns that maximise efficiency.
• Coordinate accommodation logistics, managing the communication loop between front office and housekeeping to prioritise room turnover for VIP arrivals.
• Adapt operational priorities in real‑time to manage unexpected contingencies, ensuring continuity of the guest experience during events or high‑occupancy periods.

Skills Required

• Essential Qualifications
  • Tertiary Education: A qualification relevant to the industry is highly regarded.
  • Experience Level: 3–5 years in a hospitality environment specifically in a role that spans both Front of House (F&B) and Front Office/Accommodation.
• Technical Skills & Competencies
  • Logistical & Workflow Management: Demonstrated ability to map out daily "Run Sheets" and service timelines.
    • Experience coordinating between disparate departments (Kitchen, Housekeeping, Maintenance) to ensure seamless delivery.
  • Inventory & Procurement Systems: Proficiency in POS and Inventory management software (e.g., Lightspeed, Square, or specialised cellar management tools).
    • Analytical skills to perform usage‑trend analysis and minimise wastage through data‑driven ordering.
  • Quality Assurance (QA) Eye: An obsessive attention to detail regarding table settings, room aesthetics, and furniture configurations.
    • Knowledge of luxury service standards (e.g., silver service or fine‑dining protocols).
  • Workforce Planning: Experience using rostering software (e.g., Deputy, Tanda) to analyse labour costs against operational demand.
  • Property Management Systems (PMS): Familiarity with PMS software (e.g., Mews, Opera, or Little Hotelier) to manage accommodation logistics and VIP arrivals.
• Soft Skills & Behavioural Attributes
  • The "Sienna" Professionalism: A polished, sophisticated communication style that aligns with a luxury Italian‑inspired estate.
    • The ability to interact comfortably with high‑net‑worth individuals and VIP wedding clients.
  • Conflict Resolution & De‑escalation: A "cool under fire" temperament for managing guest complaints or complex service issues during peak periods.
  • Adaptive Problem Solving: The cognitive flexibility to shift priorities in real‑time (e.g., moving staff from a slow lunch service to a sudden early check‑in rush for a large event).
  • Liaison & Diplomacy: The ability to act as the "middle person" between the Kitchen (Back of House) and Service (Front of House) without creating tension, particularly regarding dietary requirements and timing.
  • Strategic Foresight: The ability to identify a "bottleneck" (e.g., a slow drinks station) before it impacts the guest experience and proactively reallocate resources to fix it.