Hotel Operations Lead — Guest Experience & Night Ops

Song Properties group; Brisbane; Sur place; AUD 120 000 - 180 000; Plein temps

Résumé du poste

CLLIX Apartments and Hotels is seeking an experienced Hotel Operations Manager to oversee the Brisbane Skytower property, with responsibility for Front Office, Night Operations, Housekeeping and Maintenance in a large mixed‑use building.

You will lead Duty Managers and Front Office staff, manage rosters and budgets, and monitor guest feedback to drive service excellence and occupancy performance.

Qualifications

• Proven leadership experience in hotel operations roles.
• Experience in large hotel or serviced-apartment environments.
• Strong knowledge of front office operations, night audit and guest accounts.
• Budgeting and cost-control experience for hotel operations.

Responsabilités

• Oversee Front Office, Night Operations, Housekeeping and Maintenance.
• Lead Duty Managers, Night Manager and Front Office team to achieve targets.
• Manage staffing, rosters and labour costs while maintaining service standards.
• Monitor guest feedback and implement service improvements.

Connaissances

Leadership

Front Office Operations

Night Audit

Budgeting

Staff Development

Guest Service Recovery

RMS

ReviewPro

Outils

RMS

Flexkeeping

ReviewPro

Description du poste

Hotel Operations Manager - Brisbane Skytower

CLLIX Apartments and Hotels is an Australian hospitality provider that manages over 8,500 self-contained, contemporary apartments across more than 52 properties in Brisbane, the Gold Coast, the Sunshine Coast, Melbourne, and Adelaide, with continued growth planned across Australia and beyond.

Bringing Australian hospitality to the world, CLLIX delivers stylish city and coastal stays through a seamless, tech-enabled experience, all with the CLLIX of a button. We bridge the gap between traditional apartments and hotels, offering the comfort and space of self-contained accommodation combined with professional hotel management and service excellence. Our priority is to ensure every guest, resident, investor, and stakeholder receives a positive and memorable experience.

We are proud to be an Equal Opportunity Employer, welcoming people with disability including mental health conditions, individuals from diverse cultural and linguistic backgrounds, members of the LGBTQIA+ community, veterans, carers, and Indigenous Australians to our team. When you join CLLIX Apartments and Hotels, we value your unique contribution and the perspective you bring to shaping tomorrow’s seamless hospitality experiences.

We are seeking an experienced and motivated Hotel Operations Manager to join our leadership team at Brisbane Skytower by CLLIX, overseeing hotel operations across approximately 495 short-term letting apartments within a large mixed-use residential building.

Who we are

CLLIX Apartments and Hotels is an Australian hospitality provider that manages over 8,500 self-contained, contemporary apartments across more than 52 properties in Brisbane, the Gold Coast, the Sunshine Coast, Melbourne, and Adelaide, with continued growth planned across Australia and beyond.

Bringing Australian hospitality to the world, CLLIX delivers stylish city and coastal stays through a seamless, tech-enabled experience, all with the CLLIX of a button. We bridge the gap between traditional apartments and hotels, offering the comfort and space of self-contained accommodation combined with professional hotel management and service excellence. Our priority is to ensure every guest, resident, investor, and stakeholder receives a positive and memorable experience.

We are proud to be an Equal Opportunity Employer, welcoming people with disability including mental health conditions, individuals from diverse cultural and linguistic backgrounds, members of the LGBTQIA+ community, veterans, carers, and Indigenous Australians to our team. When you join CLLIX Apartments and Hotels, we value your unique contribution and the perspective you bring to shaping tomorrow’s seamless hospitality experiences.

We are seeking an experienced and motivated Hotel Operations Manager to join our leadership team at Brisbane Skytower by CLLIX, overseeing hotel operations across approximately 495 short-term letting apartments within a large mixed-use residential building.

About the Role

Reporting directly to the General Manager, you will oversee the day-to-day operations of Front Office, Night Operations, Housekeeping and hotel Maintenance, ensuring seamless service delivery, operational efficiency and a consistently positive guest experience.

You will provide direct leadership to Duty Managers, the Night Manager and the Front Office team while working closely with the Building Operations Manager and other departments to maintain service standards and operational performance.

This is an excellent opportunity for an experienced Hotel Operations Manager, Rooms Division Manager or an accomplished Front Office Manager looking to advance into a broader hotel leadership role.

Key Responsibilities

• Lead and coordinate daily operations across Front Office, Night Operations, Housekeeping and hotel Maintenance.

• Oversee Front Office performance, including guest arrivals and departures, room allocations, guest communications and service delivery.

• Lead, coach and develop Duty Managers, the Night Manager and Front Office team to achieve operational objectives.

• Manage staffing requirements, rosters and labour costs while maintaining service standards.

• Oversee housekeeping operations, including room readiness, cleanliness, inspections and contractor performance.

• Coordinate maintenance priorities, preventative maintenance and defect resolution to minimise room downtime.

• Manage escalated guest complaints and implement effective service recovery solutions.

• Monitor guest feedback through ReviewPro and other platforms, identifying opportunities to improve guest satisfaction.

• Oversee night audit processes, guest account controls, payment follow-ups and operational reporting.

• Collaborate with Revenue and Reservations teams to support occupancy, room availability and commercial performance.

• Monitor departmental expenditure, housekeeping costs and service provider performance against approved budgets.

• Ensure effective shift handovers, incident reporting, operational procedures and workplace safety compliance.

• Work closely with the Building Operations Manager on building-related matters, including access, disruptions and maintenance coordination.

• Provide regular operational updates and performance reports to the General Manager.

About You

To succeed in this role, you will ideally possess:

• Proven leadership experience as a Hotel Operations Manager, Rooms Division Manager, Front Office Manager or in a comparable accommodation leadership role.

• Experience working within a large hotel, serviced apartment property or high-volume accommodation environment.

• Strong understanding of Front Office operations, night audit, guest accounts, room inventory and guest service recovery.

• Sound knowledge of housekeeping operations, maintenance coordination and room quality standards.

• Demonstrated ability to lead teams, manage performance and coordinate external service providers.

• Strong commercial awareness, including labour management, budgeting and operational cost control.

• Excellent communication, organisational and problem-solving skills.

• Ability to analyse guest feedback and operational performance to drive continuous improvement.

• Confidence using property management systems and operational reporting tools.

• Experience with RMS, Flexkeeping and ReviewPro will be highly regarded.

• Understanding of mixed-use residential buildings, strata arrangements and stakeholder management will be advantageous.

• Flexibility to support a seven-day hotel operation, including weekends and public holidays as rostered.

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