To ensure a seamless guest experience across our restaurant, tours, and accommodation, while maintaining the highest standards of customer service and operational efficiency.ESSENTIAL DUTIES AND RESPONSIBILITIES? Plan, organise, direct, and coordinate the operations of accommodation facilities and hospitality services.
? Oversee daily operations of guest accommodation, including reservations, check-in/check-out procedures, housekeeping standards, and maintenance coordination.
? Manage front-of-house operations within the restaurant and tour experiences to ensure guests receive a consistently high standard of service.
? Supervise, train, and roster staff across accommodation and hospitality departments to ensure efficient service delivery.
? Monitor financial performance, prepare budgets, control costs, and implement strategies to maximise occupancy and revenue.
? Develop and maintain policies, procedures, and quality standards in line with regulatory requirements and business goals.
? Handle customer enquiries, complaints, and feedback professionally to ensure guest satisfaction and repeat patronage.
? Coordinate with marketing and events teams to promote Lobster Shack's accommodation and tourism offerings.
? Ensure compliance with health, safety, and food handling regulations.
? Report to senior management on operational performance, staffing, and customer satisfaction outcomes.SUPERVISORY RESPONSIBILITIES·Interview, select, train, supervise, counsel, and discipline employees in accommodation, hospitality, and food service teams.
·Provide, develop, train, and maintain a professional workforce.
·Ensure all services to customers are conducted in a highly professional and efficient manner.
·Ensure a safe working environment and instil a positive attitude among all employees in areas of responsibility.OTHER SKILLS AND ABILITIES·Ability to interact positively with supervisors, management, co-workers, and the public to promote teamwork and maintain a positive and professional approach.
·Ability to produce a high volume of work in a timely manner, ensuring accuracy, completeness, and high quality.
·Ability to work regularly and punctually, follow directions, accept constructive feedback, and maintain cooperative working relationships.
·Ability to treat co-workers, supervisors, and customers with respect and courtesy, while refraining from abusive, insubordinate, or inappropriate behaviour.