Hotel Service Manager | Guest Experience & Operations Lead

Star Perpetual Investment Pty Ltd; Melbourne; On-site; AUD 80,000 - 120,000; Full time

Job summary

Canterbury International Hotel in Forest Hill, Melbourne’s eastern suburbs, seeks a Hotel Service Manager to lead guest-facing operations and supervise a team of three. The role reports to the General Manager and ensures a smooth guest experience from arrival to departure.

You will coordinate reception, housekeeping, Oliver’s Restaurant and events, maintaining high standards around the clock and driving guest satisfaction, occupancy and profitability.

Qualifications

• Diploma qualification relevant to hospitality or hotel management.
• Minimum of five years’ experience in hotel or accommodation service operations.
• Working knowledge of property management and reservation systems, rostering, record keeping and Microsoft Office.
• Understanding of workplace health and safety, food safety and responsible service of alcohol requirements.
• Ability to monitor budgets, stock levels and service revenue.
• Strong leadership and staff supervision skills.
• Excellent communication and guest service skills with a calm, solution-focused approach to complaints.
• Strong organisational skills and ability to coordinate several departments at once.
• Availability to work a rotating roster, including weekends and public holidays.

Responsibilities

• Plan, organise and oversee day-to-day guest services across reception, housekeeping, restaurant and events.
• Supervise, roster, train and support front-line staff to cover 24-hour operations.
• Manage reservations, room allocation and guest arrivals/departures, including group/event bookings.
• Maintain presentation and cleanliness standards in guest rooms, apartments, suites and common areas.
• Resolve guest enquiries/complaints promptly and follow up for satisfaction.
• Coordinate with events team on room setups, catering and AV needs.
• Monitor stock, linen, amenities and supplies; arrange purchasing within budgets.
• Maintain records of bookings, occupancy, guest feedback and daily reports.
• Monitor service revenue and occupancy trends; suggest improvements.
• Ensure compliance with health & safety, food safety, RSA and privacy requirements.
• Liaise with contractors to maintain property and facilities.
• Uphold hotel policies and contribute to staff induction and ongoing training.

Skills

Leadership

Staff supervision

Communication

Guest service

Organisational skills

Education

Diploma in hospitality/hotel management

Tools

Property management systems

Reservation systems

rostering

Microsoft Office

Job description

Canterbury International Hotel in Forest Hill, Melbourne’s eastern suburbs, seeks a Hotel Service Manager to lead guest-facing operations and supervise a team of three. The role reports to the General Manager and ensures a smooth guest experience from arrival to departure.

You will coordinate reception, housekeeping, Oliver’s Restaurant and events, maintaining high standards around the clock and driving guest satisfaction, occupancy and profitability.