Guest Services Manager

Bannisters; Pokolbin; On-site; AUD 120,000 - 150,000; Full time

Job summary

Spicers Vineyards Estate in the Hunter Valley is seeking a Guest Services Manager to lead the Front Office, Housekeeping and Spa teams, delivering exceptional, personalised luxury hospitality.

As a hands-on leader, you’ll drive guest journeys, manage rostering and costs, recruit and coach staff, and act as a key member of the leadership team ensuring seamless, high‑end experiences from arrival to departure.

Qualifications

• Minimum 3 years' leadership experience within boutique hotel, retreat or luxury accommodation environment.
• Proven experience leading Front Office, Housekeeping and Spa operations.
• Passion for luxury hospitality and personalised guest experiences.
• Excellent communication and relationship-building skills.
• Experience managing departmental performance, labour costs and productivity.
• Willingness to work a flexible roster including weekends and public holidays.

Responsibilities

• 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.
• Act as the senior point of contact for guest enquiries, feedback and service recovery.
• Recruit, train, coach and inspire team members to maximise engagement and performance.
• Manage departmental rostering, labour costs and operational performance.
• Conduct regular inspections to ensure accommodation, public areas and spa facilities meet luxury brand standards.
• Drive additional revenue opportunities through accommodation, spa and guest experiences.
• Work closely with department leaders to create a seamless end-to-end guest experience.
• Support the overall operational success of the retreat as a key member of the leadership team.

Skills

Leadership

Team development

Guest focus

Communication

PMS familiarity

Rostering

Budget management

Service standards

Tools

Property Management System (PMS)

Job description

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.