Hotel Service Manager

Canterbury International Hotel is an independent hotel in Forest Hill, in Melbourne's eastern suburbs, that combines accommodation, dining and events in one location. Guests can choose from standard and executive queen rooms, family-friendly double rooms, a presidential suite and one- and two-bedroom apartments for longer stays. The hotel runs a 24-hour reception and offers complimentary Wi-Fi and onsite parking. Oliver’s Restaurant serves breakfast daily and dinner from Tuesday to Saturday. A dedicated suite of function spaces, including the Grand Ballroom and five meeting rooms, hosts board meetings, conferences, dinners and celebrations. The hotel serves business travellers, families, event guests and leisure visitors, and its team is built on warm, attentive service and practical, well-organised operations.

The Hotel Service Manager leads the guest-facing operation of the hotel, reporting to the General Manager and supervising a team of three. The role makes sure every guest’s stay runs smoothly, from reservation and arrival through accommodation, dining and departure. It coordinates reception, housekeeping, restaurant and event activity so the hotel delivers a consistent standard around the clock. The position is central to guest satisfaction, occupancy and the hotel's reputation in a competitive suburban accommodation market.

Key Responsibilities:

• Plan, organise and oversee the day-to-day delivery of guest services across reception, housekeeping, Oliver’s Restaurant and event operations.
• Supervise, roster, train and support front-line staff, and allocate duties so the 24-hour reception and service areas are covered at all times.
• Manage reservations, room allocation and guest arrivals and departures, including group and event-related accommodation.
• Maintain high standards of presentation and cleanliness in guest rooms, apartments, the suite and common areas through regular inspections.
• Resolve guest enquiries, complaints and service issues promptly and professionally, and follow up to ensure guest satisfaction.
• Coordinate with the events team on room set-ups, catering, audiovisual needs and guest accommodation for meetings, conferences and functions.
• Monitor stock, linen, amenities and supplies, and arrange purchasing within approved budgets.
• Maintain accurate records of bookings, occupancy, guest feedback, staff rosters and daily operational reports for the General Manager.
• Monitor service revenue, costs and occupancy trends, and recommend improvements to service delivery and efficiency.
• Ensure compliance with workplace health and safety, food safety, responsible service of alcohol, privacy and security requirements.
• Liaise with contractors and maintenance providers to keep the property, facilities and equipment in good working order.
• Uphold hotel policies and procedures, and contribute to staff induction and ongoing service training.

Requirements:

• Australian citizens and permanent residents are encouraged to apply.
• Diploma qualification relevant to hospitality or hotel management.
• Minimum of five years' experience in hotel or accommodation service operations.
• Working knowledge of property management and reservation systems, rostering, record keeping and Microsoft Office.
• Sound understanding of workplace health and safety, food safety and responsible service of alcohol requirements.
• Ability to monitor budgets, stock levels and service revenue.
• Strong leadership and staff supervision skills.
• Excellent communication and guest service skills, with a calm, solution-focused approach to complaints.
• Strong organisational skills and the ability to coordinate several departments at once.
• Availability to work a rotating roster, including weekends and public holidays as required.