Hotel Office & Guest Services Manager

Crest Hotel Group; Saint Kilda Junction; On-site; AUD 70,000 - 90,000; Full time

Job summary

Crest Hotel Group, based in St Kilda, seeks a hands-on Hotel Office & Guest Services Manager to lead the front office and guest services team. You will oversee reception, guest services and night audit, set rosters, and ensure accurate, efficient service from booking to departure.

The role focuses on strong attention to detail, sound hotel office know-how, and practical application of financial procedures within a busy Melbourne area hotel.

Qualifications

• Diploma or higher qualification, or at least three years of relevant experience.
• At least 1 year of work experience in a related role.
• Strong knowledge of hotel front office operations, reservations, guest management; excellent communication, leadership and conflict resolution skills.
• Strong attention to detail and organisational skills; ability to manage competing priorities.
• Sound knowledge of workplace health and safety, security and hospitality compliance.

Responsibilities

• Supervise and coordinate the reception, guest services and night audit team, allocating daily duties and setting work priorities.
• Prepare and maintain staff rosters, attendance and leave records for the front office and guest services team, ensuring 24-hour reception coverage.
• Induct and train front office and guest services staff in check-in/check-out, reservations, payment and night audit procedures; provide coaching and feedback.
• Manage the hotel office, including reservations administration, booking amendments and cancellations, room allocation and events bookings.
• Prepare daily occupancy, revenue and guest activity reports for management decision making; coordinate with Housekeeping, Maintenance, Food & Beverage and events teams.
• Handle escalated guest enquiries, complaints and billing disputes; apply policies professionally.
• Explain and enforce workplace health and safety, security and emergency procedures for front office and guest services.

Skills

Front office operations

Reservations

Guest management

Communication

Leadership

Conflict resolution

Education

Diploma or higher qualification

Three years relevant experience

Job description

Crest Hotel Group operates under the Beverley Crest Hotel Business Trust, an established Victorian

hospitality business based in St Kilda. The group operates the Crest on Barkly Hotel, offering hotel rooms

and serviced apartments, the Mr Hide Bar & Grill, the Saint Evie café/bar, conference and event spaces,

a secure undercover car park and guest laundry facilities. The hotel welcomes domestic and

international leisure, corporate and event guests every day of the year and is known for comfortable,

accessible accommodation and attentive, consistent guest service in one of Melbourne's busiest visitor

Position Overview

The Hotel Office & Guest Services Manager leads the hotel's front office and guest services team and

manages the hotel office functions that sit behind every guest stay. The role supervises reception, guest

services and night staff, sets rosters and work priorities, and makes sure every guest receives accurate,

efficient and friendly service from booking to departure. This role suits a hands‑on hospitality leader

with strong attention to detail and a sound understanding of hotel office and financial procedures.

Key tasks and responsibilities

• - Supervise and coordinate the reception, guest services and night audit team, allocating daily duties and setting work priorities to match arrivals, departures and occupancy levels.
• - Prepare and maintain staff rosters, attendance and leave records for the front office and guest services team, ensuring 24-hour reception coverage.
• - Induct and train front office and guest services staff in check-in and check-out, reservations, payment and night audit procedures, and provide ongoing coaching and performance feedback.
• - Manage the hotel office, including reservations administration, booking amendments and cancellations, room allocation, special requests and group or event bookings.
• - Prepare daily occupancy, revenue and guest activity reports for record keeping and management decision making. Coordinate with Housekeeping and Maintenance on room status, room readiness and guest maintenance requests, and with Food & Beverage and events teams on guest and function requirements.
• - Handle escalated guest enquiries, complaints and billing disputes, applying the hotel's booking, refund and cancellation policies and resolving issues professionally.
• - Explain and enforce workplace health and safety, security and emergency procedures for the front office and guest services team, including after-hours incident reporting.
• - Review front office procedures and service standards and recommend improvements to service, accuracy and efficiency.
• - Resolve workplace concerns raised by team members, escalating to the General Manager where needed.

Qualifications and Experience

• - Diploma or higher qualification, or at least three years of relevant experience
• - At least 1 year of work experience in a related role
• - Strong knowledge of hotel front office operations, reservations, guest management Excellent communication, leadership and conflict resolution skills, with the ability to manage guest complaints professionally
• - Strong attention to detail and organisational skills, with the ability to manage competing
• - Sound knowledge of workplace health and safety, security and hospitality compliance