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