We're looking for someone who:
1. Has 3+ years of experience in hotel management or senior hospitality leadership role (4-star or higher preferred).
2. Possesses strong leadership, interpersonal, and team-building skills.
3. highly organized and adaptable to seasonal business patterns.
4. Has sound knowledge of hotel management systems, WHS regulations, and Australian hospitality standards.
5. Has customer-first mindset and passion for delivering memorable guest experiences.
6. Experience with regional/luxury/boutique accommodations is a strong advantage.
Key Responsibilities
1. Guest Services & Front Office Oversight
1. Oversee and lead the reception and reservations team, ensuring courteous and efficient handling of guest check-ins, check-outs, booking inquiries, and special requests.
2. Implement and maintain guest communication protocols, including pre-arrival and post-stay follow-ups to enhance the guest journey.
3. Handle VIP guests or escalated issues personally, ensuring service recovery is timely, professional, and satisfactory.
4. Ensure all front-desk procedures (cash handling, POS, booking systems) are followed and audited regularly.
2. Housekeeping & Room Standards
1. Monitor and evaluate room cleanliness, linen quality, and housekeeping performance daily, maintaining 4-star presentation standards.
2. Coordinate housekeeping schedules based on guest arrivals, extended stays, and room types.
3. Oversee inventory of cleaning supplies, amenities, and linen; liaise with suppliers to maintain stock levels.
3. Property Maintenance & Safety
1. Supervise daily, weekly, and seasonal maintenance of all buildings, landscaping, guest areas, and utilities (including outdoor features, fireplaces, etc.).
2. Ensure prompt response to maintenance issues; maintain an issue reporting and tracking system.
3. Conduct regular property safety audits and liaise with contractors as needed for compliance and repair.
4. Food, Beverage, Events & Licensing
1. Plan and manage onsite dining services, including menu curation, local produce sourcing, and staff coordination.
2. Oversee special events, functions, and romantic packages, ensuring setup, execution, and service meet luxury standards.
3. Maintain full compliance with liquor licensing laws, including staff RSA training and responsible service policies.
5. Finance, Purchasing & Inventory Control
1. Oversee daily accounting functions, including cash reconciliation, invoicing, and expense tracking.
2. Assist with budget development, monthly reporting, and revenue forecasting in collaboration with company directors.
3. Review and authorize purchasing of supplies, guest amenities, and capital expenditures, ensuring value and quality.
6. Regulatory & Compliance
1. Ensure hotel operations comply with Occupational Health & Safety (WHS) standards, council regulations, and hospitality laws.
2. Maintain proper documentation for incident reports, inspections, staff certifications, and risk assessments.
7. Customer Satisfaction & Quality Assurance
1. Monitor and respond to online reviews (Booking, Google, Luxury Hotels Guides etc.), ensuring high guest satisfaction scores.
2. Implement and manage internal service standards and staff training programs.
3. Conduct regular guest experience surveys and adjust services based on feedback.
8. Team Leadership & HR Management
1. Recruit, train, roster, and manage hotel team members, ensuring adequate staffing across all departments.
2. Conduct performance appraisals, coaching sessions, and staff meetings to align team goals and service standards.
3. Foster a positive, professional and motivated workplace culture consistent with the brand values of Eagle View Escape.
9. Tourism Support & Guest Experience Enhancement
1. Provide guests with local tourism information, including nearby attractions, restaurants, walking trails, and experiences.
2. Coordinate external bookings for tours, transport, and packages, collaborating with local tourism providers.
Why Join Eagle View Escape?
1. Be part of a renowned, award-winning boutique hotel known for peace, luxury and nature.
2. Work in a supportive and professional environment that values service excellence.
3. Competitive salary package with onsite accommodation option.
4. Opportunities for professional development and career growth.