Scope
This position exists to manage and ensure the efficient and effective operation of the property’s Guest Service department, as well as the training and development of staff and implementation of new procedures. This is also an integral support role to the General Manager.
In this role you will be responsible for:
- Overseeing daily Guest Service operations to ensure smooth, efficient service delivery and consistently high guest satisfaction in line with Ascott standards.
- Leading and developing the Guest Service team through coaching, training, rostering, and performance management to build a high-performing and engaged team.
- Managing guest relations, including recognition programs, handling escalations, resolving complaints, and ensuring all feedback is followed up in a timely manner.
- Ensuring compliance with company policies, audit requirements, safety procedures, grooming standards, and operational quality checks across all front office functions.
- Supporting financial and business performance by monitoring occupancy, rates, third-party platforms, and contributing to revenue optimisation and cost control.
To be successful in this role you must have:
- Strong leadership and people management skills, with the ability to motivate teams, drive performance, and foster a positive workplace culture.
- Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively across departments and with guests.
- Proven problem-solving and decision-making abilities, with confidence to handle complex guest issues and operational challenges.
- Solid understanding of front office operations, systems, compliance, and audit requirements, with high attention to detail and data accuracy.
- Commercial awareness and organisational skills, with the ability to manage budgets, rosters, performance targets, and continuously improve service standards.
Pay: $75,000.00 – $85,000.00 per year
Benefits:
- Employee discount
- Referral program
Work Location: In person
