The Hotel Service Manager is responsible for overseeing key operational service areas of the hotel, including housekeeping operations, guest experience management, and providing operational support across front office and central reservations functions when required. This role ensures the highest levels of cleanliness, presentation, and operational efficiency across the property, while actively managing the guest feedback cycle to deliver exceptional service standards. The position plays a critical role in maintaining seamless service delivery across departments through proactive leadership, operational coordination, and continuous improvement initiatives.
Key Responsibilities
Housekeeping Operations
- Oversee the cleanliness, presentation, and overall orderliness of the entire hotel property.
- Plan and coordinate housekeeping schedules in accordance with occupancy forecasts and operational requirements.
- Allocate duties and monitor staff productivity to ensure efficient room turnaround and service delivery.
- Train, develop, and evaluate housekeeping staff to ensure adherence to service and brand standards. Participate in recruitment processes and recommend new personnel where required.
- Conduct regular inspections of guest rooms, public areas, and back-of-house spaces to maintain quality standards.
- Organise and coordinate deep cleaning programs and preventative housekeeping maintenance initiatives.
- Maintain par levels of supplies and linen and complete monthly stocktakes.
- Ensure rooms requiring maintenance are placed Out of Order where appropriate and reported promptly.
- Monitor housekeeping-related guest feedback and implement corrective action where necessary.
- Maintain the lost property register and coordinate with Front Office regarding guest enquiries.
- Provide operational leadership during peak periods to maintain service continuity and efficiency.
- Anticipate, identify, and resolve operational issues impacting housekeeping standards or guest experience.
Guest Experience & Feedback Management
- Manage the end-to-end guest feedback cycle across all platforms including OTAs, webchat, online reviews, and email correspondence.
- Monitor guest sentiment and ensure timely, professional responses across all communication channels.
- Manage service recovery processes to ensure guest concerns are addressed effectively and professionally.
- Champion the brand through proactive guest engagement and positive customer interactions.
- Ensure compliance with internal guest feedback KPIs and response time standards.
- Analyse guest feedback data to identify trends, operational sensitivities, and opportunities for service improvement.
- Develop reporting processes to capture key insights relating to the guest experience.
- Provide actionable recommendations to management and operational teams to enhance service delivery.
- Identify opportunities for innovation and improvement to strengthen the overall guest experience.
- Promote and maintain high standards of customer service across all departments.
Front Office & Reservations Support
- Provide operational oversight and support to Front Office and Central Reservations functions when required.
- Assist with coordination between housekeeping and front office teams to ensure efficient room readiness and guest check-in processes.
- Support front desk operations during peak periods or staffing shortages where necessary.
- Monitor reservation flow and occupancy levels in collaboration with the reservations team.
- Ensure guest requests and operational information are communicated effectively between departments.
- Assist in maintaining service standards across all guest-facing operational areas.
General Responsibilities
- Demonstrate professionalism and leadership in all interactions with staff, guests, and external stakeholders.
- Foster effective cross-departmental communication to ensure seamless operational service delivery.
- Participate in company initiatives, operational improvements, marketing activities, and special projects.
- Prepare reports and presentations for ownership, appointed representatives, and senior management where required.
- Attend scheduled operational and management meetings.
- Ensure compliance with Workplace Health & Safety (OH&S) requirements and report any hazards or incidents.
- Remain receptive to feedback regarding team performance, operational processes, and personal development.
Key Result Areas
- Maintenance of exceptional housekeeping and property presentation standards.
- Effective implementation and management of the guest feedback cycle in line with established KPIs.
- Improved guest satisfaction through proactive service recovery and operational improvements.
- Effective collaboration between housekeeping, front office, and reservations teams.
- Accurate reporting and identification of trends impacting the guest experience.
- Positive representation of the brand through professional guest engagement.
Required Skills & Qualifications
- In-depth knowledge of housekeeping operations, cleaning best practices, chemicals, equipment, and procedures.
- Understanding of hotel operations including front office and reservation processes.
- Strong understanding of health and safety regulations.
- Strong organizational skills and attention to detail.
- Excellent written and verbal communication skills.
- Ability to manage confidential and sensitive information with discretion.
- Strong problem-solving and multitasking abilities.
- Ability to take direction and work collaboratively.
- Basic computer literacy and numeracy skills.
Pay: $85,000.00 – $89,000.00 per year
Work Location: In person
