Luxury Guest Services Leader — Front Office & Spa

Salter Brothers Hospitality; Pokolbin; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Discounts across luxury properties

Friends and family discounts

Employee Assistance Program (EAP)

Career development opportunities

Job summary

Salter Brothers Hospitality in Pokolbin, NSW, seeks a Guest Services Manager for Spicers Vineyards Estate, a boutique luxury retreat. You will lead Front Office, Housekeeping and Spa teams, delivering personalised service and luxury guest journeys.

You’ll drive standards, coach staff, manage rostering and costs, and partner with leaders to create seamless guest experiences. A hands-on leader who develops people and elevates service is ideal.

Qualifications

• Minimum 3 years' leadership experience within boutique hotel, retreat or luxury accommodation.
• Experience leading Front Office, Housekeeping and Spa operations.
• Passion for luxury hospitality and personalised guest experiences.

Responsibilities

• Lead Front Office, Housekeeping and Spa teams to deliver exceptional guest experiences at every touchpoint.
• Foster a culture of hospitality, accountability and service excellence across the retreat.
• Act as senior contact for guest enquiries, feedback and service recovery.
• Recruit, train, coach and inspire team members to maximise engagement and performance.
• Manage rostering, labour costs and operational performance across guest services.
• Conduct inspections to ensure luxury standards in accommodation, public areas and spa.
• Drive revenue opportunities through accommodation, spa and guest experiences.
• Collaborate with department leaders to ensure seamless end-to-end guest journeys.
• Support operational success as part of the leadership team and act as Manager on Duty when required.

Skills

Leadership

Team development

Guest service

Communication

PMS experience

Labour cost control

Tools

PMS systems

Job description

Salter Brothers Hospitality in Pokolbin, NSW, seeks a Guest Services Manager for Spicers Vineyards Estate, a boutique luxury retreat. You will lead Front Office, Housekeeping and Spa teams, delivering personalised service and luxury guest journeys.

You’ll drive standards, coach staff, manage rostering and costs, and partner with leaders to create seamless guest experiences. A hands-on leader who develops people and elevates service is ideal.