Guest Experience Leader – Hotel Front Office

Vision Hotels; Cairns Regional; On-site; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Free accommodation

Staff discounts across Vision Hotels

Job summary

Oceanfront Cairns Hotel, part of Vision Hotels, sits on the Esplanade with stunning ocean views and 155 rooms. We’re investing in a refurbishment and seek a Customer Service Manager with warmth and energy to lead guest experience during this exciting chapter.

You will head the front-of-house and guest services team, setting the standard for every guest interaction from check-in to check-out and beyond. This role emphasizes engagement, problem-solving and KPI-driven service.

Qualifications

• Proven experience in a customer service leadership role within hospitality.
• Ability to lead and coach front-office and guest-services teams.
• Strong communication and relationship-building skills.

Responsibilities

• Lead, coach and motivate the front office and guest services teams to deliver memorable guest experiences.
• Be an energetic on-floor presence, greet guests and resolve issues on the spot.
• Handle guest feedback with warmth, empathy and a desire to make things right.
• Drive rostering and day-to-day people management for the guest services team.
• Collaborate with the Hotel Manager and Head of Operations to align guest experiences with KPIs.
• Monitor guest satisfaction metrics and drive continuous improvements in service.
• Support front desk operations, bookings and guest queries during peak periods.

Skills

Bubbly personality

Hospitality leadership

People management

Excellent communication

Roster flexibility

PMS RMS experience

Tools

RMS

Job description

Oceanfront Cairns Hotel, part of Vision Hotels, sits on the Esplanade with stunning ocean views and 155 rooms. We’re investing in a refurbishment and seek a Customer Service Manager with warmth and energy to lead guest experience during this exciting chapter.

You will head the front-of-house and guest services team, setting the standard for every guest interaction from check-in to check-out and beyond. This role emphasizes engagement, problem-solving and KPI-driven service.