Hotel Operations & Guest Experience Manager

Zeolla Solutions; Shire Of Plantagenet; On-site; AUD 80,000 - 120,000; Full time

Job summary

Canterbury International Hotel in Forest Hill, VIC is seeking a Hotel Service Manager to lead the guest-facing operations, reporting to the General Manager and supervising a team of three. The role coordinates reception, housekeeping, Oliver’s Restaurant and events to ensure seamless guest experiences around the clock.

The successful candidate will manage reservations, room allocations and guest departures, maintain high presentation standards, handle inquiries and complaints professionally, and

Qualifications

• Diploma in hospitality or hotel management is required.
• Minimum five years' experience in hotel or accommodation service operations.
• Working knowledge of property management and reservation systems, rostering and record keeping.

Responsibilities

• Plan, organise and oversee day-to-day delivery of guest services across reception, housekeeping, restaurant and events.
• Supervise, roster, train and support front-line staff to cover 24-hour operations.
• Manage reservations, room allocations and guest arrivals/departures, including group/event bookings.
• Maintain high standards of presentation and cleanliness in guest rooms and public areas.
• Resolve guest inquiries and complaints promptly and professionally; follow up for satisfaction.
• Coordinate with events team on room setups, catering, AV needs and guest accommodation.
• Monitor stock, linen, amenities and supplies; arrange purchasing within budgets.
• Maintain records of bookings, occupancy, guest feedback and daily reports for GM.

Skills

Leadership

Staff supervision

Communication

Guest service

Organizational skills

Problem solving

Education

Hospitality/hotel management diploma

Tools

Property management system

Reservation systems

Microsoft Office

Job description

Canterbury International Hotel in Forest Hill, VIC is seeking a Hotel Service Manager to lead the guest-facing operations, reporting to the General Manager and supervising a team of three. The role coordinates reception, housekeeping, Oliver’s Restaurant and events to ensure seamless guest experiences around the clock.

The successful candidate will manage reservations, room allocations and guest departures, maintain high presentation standards, handle inquiries and complaints professionally, and