Hotel Service Manager

Zeolla Solutions; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Parkmore Hotel is seeking an experienced Hotel Service Manager to oversee guest services, front office and housekeeping. You will lead reception, concierge and housekeeping teams to ensure a consistently high standard of service from check-in to departure.

The role requires five years of supervisory experience in hospitality, strong leadership and communication skills, and a solid understanding of hotel systems and regulatory obligations. A rotating roster across seven days is expected.

Qualifications

• Diploma or higher qualification in hospitality management or related discipline.
• Minimum of five years' supervisory or managerial experience in hotel/hospitality/service.
• Experience with property management and reservation systems, rostering, reporting and billing software, and standard office apps.
• Strong leadership, interpersonal and communication skills; able to train and manage rotating shifts.
• Understanding of work health and safety, hygiene and regulatory obligations in accommodation operations.

Responsibilities

• Direct the day-to-day operation of front office, guest services and housekeeping.
• Lead reception, concierge and housekeeping teams to ensure service standards.
• Develop, document and audit service standards and SOPs across shifts.
• Prepare staff rosters, attendance, timekeeping and leave management.
• Handle guest enquiries, VIP arrivals, special requests and complaints.
• Oversee room allocation, readiness and inspections; liaise with maintenance.
• Improve procedures and manage service departments' budgets.
• Prepare occupancy, performance and service reports for the General Manager.
• Coordinate with F&B, revenue, sales and maintenance for group bookings and events.
• Ensure compliance with WHS, hygiene, fire safety, privacy and brand standards.

Skills

Leadership

Interpersonal skills

Communication

Problem solving

Time management

Education

Diploma in hospitality management

Tools

Property Management System

Reservation Software

Rostering Software

Reporting Software

Billing Software

Office applications

Job description

Type: Permanent, Full time (38 hours per week)

Employer: Frater Capital Group Pty Ltd trading as The Parkmore Hotel

About the Business

The Parkmore Hotel is a full-service hotel in the Parkville precinct of inner Melbourne, owned and operated by Frater Capital Group Pty Ltd and operating under the Park Inn by Radisson banner. The hotel offers accommodation alongside food and beverage, on-site parking and guest services for leisure travellers, corporate guests and visitors to Melbourne's inner north, and it is committed to upholding the world-class service standards that come with an internationally recognised brand. The business is in a period of growth and operational refinement, and its team works closely across front office, housekeeping and revenue in a collaborative environment that values consistency, accountability, professional development and genuine care for every guest.

About the Position

The Hotel Service Manager is a pivotal role responsible for the smooth and efficient daily operation of the hotel and for the quality of service delivered to every guest. Reporting to the General Manager, the successful applicant will oversee the hotel's service departments - guest services, front office and housekeeping - leading the reception, concierge and housekeeping team so that each guest experiences a consistently professional standard of service from reservation and check-in through to departure, and so that the hotel's service standards, budgets and compliance obligations are met day in and day out.

Key Responsibilities

• Direct the day-to-day operation of the hotel's service departments, including front office, guest services and housekeeping, and maintain a visible presence across the property during peak periods.
• Develop, document and monitor service standards and operating procedures for front office and housekeeping, and audit performance against them to ensure consistency across every shift.
• Recruit, induct, train and supervise service team members, including reception, concierge and housekeeping staff, and provide ongoing coaching, performance feedback and development.
• Prepare and maintain staff rosters and attendance records, allocate labour to forecast occupancy, and manage timekeeping, shift handovers and leave.
• Handle guest enquiries, requests and complaints promptly and courteously, personally attending to VIP arrivals, late check-outs, room moves and other special requests through to resolution.
• Oversee room allocation, room readiness and room inspections, and work with maintenance to keep guest rooms and public areas in saleable condition.
• Review and improve daily operating procedures to lift service efficiency, and assist in preparing and managing the service departments' operating budgets.
• Monitor front office billing accuracy, departmental expenditure and housekeeping supply usage, and follow up outstanding guest and partner accounts.
• Prepare occupancy, performance and service reports for the General Manager, identifying trends, issues and improvement plans.
• Coordinate correspondence with guests, booking partners and suppliers, and ensure enquiries are answered within agreed timeframes.
• Liaise with food and beverage, revenue, sales and maintenance colleagues to coordinate group bookings, events and special requirements.
• Ensure all service operations comply with work health and safety, hygiene, fire safety, privacy and other regulatory obligations, together with hotel policies and brand standards, and maintain the records these require.

Requirements

• Australian citizens and permanent residents are encouraged to apply.
• A Diploma or higher qualification in hospitality management or a closely related discipline.
• A minimum of five years' experience in a supervisory or managerial role within the hotel, hospitality or service industry, such as hotel service manager, front office manager, guest services manager or operations supervisor.
• Working knowledge of property management and reservation systems, together with rostering, reporting and billing software, and competence with standard office applications.
• Demonstrated capability in setting and auditing service standards, managing departmental budgets and expenses, monitoring billing accuracy, and maintaining accurate rostering, timekeeping and compliance records.
• A sound understanding of the work health and safety, hygiene and regulatory obligations that apply to accommodation operations.
• Exceptional leadership and interpersonal skills, with a proven ability to train, motivate and hold accountable a team working across rotating shifts.
• Clear written and verbal communication and a composed, professional manner with guests from a wide range of cultural backgrounds.
• Strong problem solving skills, sound judgement under pressure and a high level of personal accountability.
• Availability to work a rotating roster across seven days, including early and late shifts, weekends and public holidays.