Guest Services Manager

Salter Brothers Hospitality; Pokolbin; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Discounts across luxury properties

Friends and family discounts

Employee Assistance Program (EAP)

Career development opportunities

Job summary

Salter Brothers Hospitality in Pokolbin, NSW, seeks a Guest Services Manager for Spicers Vineyards Estate, a boutique luxury retreat. You will lead Front Office, Housekeeping and Spa teams, delivering personalised service and luxury guest journeys.

You’ll drive standards, coach staff, manage rostering and costs, and partner with leaders to create seamless guest experiences. A hands-on leader who develops people and elevates service is ideal.

Qualifications

• Minimum 3 years' leadership experience within boutique hotel, retreat or luxury accommodation.
• Experience leading Front Office, Housekeeping and Spa operations.
• Passion for luxury hospitality and personalised guest experiences.

Responsibilities

• Lead Front Office, Housekeeping and Spa teams to deliver exceptional guest experiences at every touchpoint.
• Foster a culture of hospitality, accountability and service excellence across the retreat.
• Act as senior contact for guest enquiries, feedback and service recovery.
• Recruit, train, coach and inspire team members to maximise engagement and performance.
• Manage rostering, labour costs and operational performance across guest services.
• Conduct inspections to ensure luxury standards in accommodation, public areas and spa.
• Drive revenue opportunities through accommodation, spa and guest experiences.
• Collaborate with department leaders to ensure seamless end-to-end guest journeys.
• Support operational success as part of the leadership team and act as Manager on Duty when required.

Skills

Leadership

Team development

Guest service

Communication

PMS experience

Labour cost control

Tools

PMS systems

Job description

Salter Brothers Hospitality – Pokolbin NSW

We have an exciting leadership opportunity for a Guest Services Manager to join the team at Spicers Vineyards Estate, one of the Hunter Valley's most exclusive luxury retreats.

As a key member of the leadership team, you will be responsible for overseeing the day-to-day operations of our Front Office, Housekeeping and Spa teams, ensuring every guest receives the exceptional, personalised service that defines the Spicers experience. Combining operational excellence with genuine hospitality, you'll inspire your team to create memorable guest journeys, drive service standards, and contribute to the ongoing success of the retreat.

This is a hands‑on leadership role suited to an experienced hospitality professional who thrives on developing people, exceeding guest expectations, and delivering seamless luxury experiences in a boutique environment.

A luxuriously appointed estate set amongst rolling vineyards and native bushland, Spicers Vineyards Estate is an intimate escape for food and wine lovers wishing to explore Australia's oldest wine region, the Hunter Valley.

Nestled on its own private four-acre vineyard, the estate is renowned for its tranquillity, privacy and exceptional hospitality. With just 12 suites and a private four-bedroom cottage, guests enjoy the luxury of time and space paired with the effortless service that Spicers is known for. Home to the award‑winning Restaurant Botanica and onsite Spa Anise, the retreat offers a truly unique luxury experience.

Here’s What You’ll Do

• Lead the Front Office, Housekeeping and Spa teams to deliver exceptional guest experiences across every touchpoint of the guest journey;
• Foster a culture of genuine hospitality, accountability and service excellence throughout the retreat;
• Act as the senior point of contact for guest enquiries, feedback and service recovery, ensuring issues are resolved professionally and efficiently;
• Recruit, train, coach and inspire team members to maximise engagement, development and performance;
• Manage departmental rostering, productivity, labour costs and operational performance across guest services functions;
• Conduct regular inspections to ensure accommodation, public areas and spa facilities consistently meet luxury brand standards;
• Drive additional revenue opportunities through accommodation, spa and guest experience offerings;
• Work closely with department leaders to create a seamless and memorable end-to-end guest experience;
• Support the overall operational success of the retreat as a key member of the leadership team and act as Manager on Duty when required.

You’ll thrive in this role if you have…

• Minimum 3 years' leadership experience within a boutique hotel, retreat or luxury accommodation environment;
• Proven experience leading and developing high-performing teams across Front Office, Housekeeping and/or Spa operations;
• A genuine passion for luxury hospitality and creating personalised guest experiences;
• Professional, engaging and highly guest-focused, with outstanding communication and relationship-building skills;
• Experience managing departmental performance, labour costs, productivity and service standards;
• Strong organisational skills with the ability to balance multiple priorities in a fast-paced environment;
• Experience working with hotel Property Management Systems (PMS);
• Willingness to work a flexible roster including weekends and public holidays as required;
• A hands‑on leadership style, exceptional attention to detail and commitment to continuous improvement.

Salter Brothers Hospitality Benefits

• Huge range of discounts across our entire portfolio of luxury hotels and retreats including accommodation, F&B and Spa discounts;
• Friends and family discounts;
• Access to Employee Assistance Program (EAP);
• Caring and progressive culture where all team members are celebrated & recognised regularly;
• Opportunities for career development and mobility across our 20+ Australian properties (and growing!).

Alternatively, for a confidential discussion please contact Emma Martin our Group Director of Talent and Culture on ***********@salterbrothershospitality.com