Guest Experience Lead - Front Desk & Operations

EVT Connect Hospitality; Melbourne; On-site; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Permanent positions

Staff discounts

Staff parking

Training & mentorship

Equal opportunities

Job summary

Vista Hospitality Group is recruiting a Senior Manager on shift for Sage Hotel Ringwood. You will lead front desk operations, welcome guests, supervise staff, and maintain service excellence across overnight and day shifts.

You will coordinate with senior management, upsell services, manage guest concerns, and drive training to ensure consistent quality. A RSA qualification and PMS experience are essential, with a commitment to equal opportunities.

Qualifications

• Minimum 2 years’ supervisory experience in a hotel.
• Strong verbal and written communication skills.
• Impeccable grooming and presentation.
• Able to multi-task and work under pressure.
• Flexible to work a 24/7 roster, including holidays.
• Experience with hotel PMS and RSA qualification.

Responsibilities

• Assist the Front Office Manager in running the front desk and supporting the team.
• Warmly welcome guests and ensure a seamless check-in/check-out experience.
• Coordinate and oversee hotel operations in the absence of Senior Management.
• Resolve guest concerns confidently and professionally.
• Ensure ongoing staff training and development for growth.
• Accommodate guest requests, upsell rooms and services.
• Answer calls promptly and provide appropriate assistance.
• Maintain an updated log on every shift.
• Ensure special requests are fulfilled and accurate.
• Remain level-headed to handle emergencies, acting as Chief Fire Warden/First Aid Officer.
• Oversee overnights and system rotation as advantageous.
• Build cross-department relationships and provide support.

Skills

Supervisory experience

Guest experience

Communication skills

Multi-tasking

PMS experience

RSA qualification

24/7 roster flexibility

Tools

Hotel PMS

Job description

Vista Hospitality Group is recruiting a Senior Manager on shift for Sage Hotel Ringwood. You will lead front desk operations, welcome guests, supervise staff, and maintain service excellence across overnight and day shifts.

You will coordinate with senior management, upsell services, manage guest concerns, and drive training to ensure consistent quality. A RSA qualification and PMS experience are essential, with a commitment to equal opportunities.