Hotel Service Manager

Binna Burra Mountain Lodge; Beechmont; On-site; AUD 70,000 - 100,000; Full time

Job summary

Binna Burra Lodge, Beechmont (Lamington National Park), is expanding its Lodge operations and guest services. The Hotel Service Manager will supervise hotel service staff, coordinate daily service delivery and support interdepartmental communication to ensure seamless arrivals and departures.

The role emphasizes leadership, rostering, safety, and high standards of guest service across seven days in a resort environment, with on-site duties at Binna Burra Lodge.

Qualifications

• Hospitality qualification or equivalent practical experience relevant to Hotel Services Manager occupation.
• Experience supervising or coordinating hotel, resort or accommodation operations.
• Strong leadership, staff coordination, guest service, communication, problem-solving, time management and organisational skills.

Responsibilities

• Supervise and coordinate the work of hotel service staff, allocating duties and monitoring workloads.
• Maintain attendance and service records; assist with rostering and shift coordination.
• Monitor guest room and public area standards; identify issues and coordinate corrective action.

Skills

Leadership

Staff coordination

Guest service

Communication

Problem solving

Time management

Organisational skills

Education

Hospitality qualification or equivalent

Tools

PMS / hotel operating systems

Email

Roster software

Job description

Binna Burra Lodge operates in the hospitality and tourism sector within Lamington National Park. The business provides accommodation, food and beverage, conferences and events, guest services and nature-based visitor experiences. Binna Burra has a long-established reputation as an iconic Queensland nature-based tourism destination.

Following the reopening and expansion of Lodge operations, Binna Burra Lodge is increasing its accommodation and guest-service capacity. The business is committed to high standards of hospitality, environmental responsibility, safety, teamwork and memorable guest experiences across its resort operations.

Job Purpose

The Hotel Service Manager is responsible for supervising and coordinating hotel service operations and staff to support the efficient delivery of accommodation and guest services. The role contributes to operational efficiency, service quality and the successful expansion of Binna Burra Lodge by coordinating daily hotel services, allocating work, monitoring service standards and supporting communication between operational departments.

Key Responsibilities

The responsibilities of the Hotel Service Manager include, but are not limited to:

• Supervise and coordinate the work of hotel service staff, including allocating duties, monitoring workloads and ensuring daily operational requirements are completed.
• Maintain attendance and service records, assist with staff rostering and shift coordination, and support effective staffing levels in line with occupancy and operational requirements.
• Monitor the standard of guest rooms, public areas and hotel services, identify service or operational issues and coordinate timely corrective action.
• Coordinate with Reception, Reservations, Housekeeping, Food & Beverage, Maintenance and other departments to support smooth guest arrivals, stays and departures.
• Support the training, induction and ongoing development of hotel service staff, ensuring employees understand procedures, service expectations, presentation standards and workplace responsibilities.
• Respond to guest enquiries, requests, feedback and service issues professionally, escalating significant matters to senior management where required.
• Assist with the implementation and monitoring of workplace health and safety, emergency, security, hygiene and other operational procedures relevant to hotel services.
• Monitor supplies, equipment and operational resources required for hotel service delivery and report maintenance, stock or replacement requirements.
• Conduct shift briefings and handovers and ensure relevant operational information is communicated accurately between staff, supervisors and departments.
• Assist management with maintaining consistent service standards, productivity and compliance with Binna Burra Lodge policies and procedures.
• Provide hands‑on operational support during busy periods, special events, high occupancy and other periods of increased guest demand.

Key Requirements

To qualify for this role, the candidate must possess:

• Qualifications: Relevant hospitality qualification or equivalent practical experience appropriate to the Hotel Services Manager occupation.
• Experience: Demonstrated experience in hotel, resort or accommodation operations, including experience supervising or coordinating hospitality service staff.
• Skills: Strong leadership, staff coordination, guest service, communication, problem‑solving, time management and organisational skills, with the ability to manage competing operational priorities.
• Knowledge: Sound understanding of hotel and accommodation operations, guest‑service standards, workplace health and safety, staff supervision, rostering and relevant hospitality procedures.
• Language Proficiency: Competent English communication skills appropriate to the operational, supervisory and guest‑facing requirements of the position.
• Computer and record‑keeping skills, including the ability to use hotel operating systems, email, rosters, reports and other workplace systems.

Working Conditions

• The position operates within a seven-day resort environment. Shift work, including weekends, public holidays, early mornings and evenings, may be required according to occupancy and operational needs.
• The role requires regular movement throughout the property, interaction with guests and staff, and hands‑on operational support across hotel service areas.
• The position is based on‑site at Binna Burra Lodge in Beechmont, Queensland.

Why This Role Is Essential

The Hotel Service Manager is a new and ongoing role created as a result of the expansion of Binna Burra Lodge's operations and services associated with the reopening of the new Lodge. The additional accommodation capacity, expanded guest services and increased operational activity require dedicated supervision and coordination of hotel service staff to maintain consistent service standards and support efficient day‑to‑day operations.

Opportunities for Growth

The Hotel Services Manager will have the opportunity to contribute to the continued growth of Binna Burra Lodge, support the development of hotel service teams and play an active role in establishing strong operational and guest‑service standards as the expanded Lodge operations mature.

Binna Burra is 30 minutes from Canungra, 90 minutes from Brisbane and 40 minutes from the Gold Coast. There is no public transport, and no staff accommodation onsite.