Located in the heart of Southport, Woodroffe Hotel offers 103 modern and comfortable guest rooms, welcoming visitors from across Australia and around the globe. As a part of our growing team, you’ll help shape memorable experiences for every guest and play a key role in leading service excellence.
We are currently seeking a motivated and professional Guest Relations Manager who has a genuine passion for hospitality and team leadership. This is an exciting opportunity for a service-driven individual ready to make a meaningful impact.
Key Responsibilities
- Coordinate with our parent organisation in Japan, particularly regarding visiting students and their local training programs
- Develop, review, and implement customer service policies, programs, and procedures
- Lead and provide feedback to guest service staff, and support recruitment and onboarding
- Motivate, coach, and develop the guest services team to maintain high service standards
- Plan and oversee customer satisfaction initiatives and implement continuous improvements
- Liaise with internal departments, service agents, and guests to align with expectations
- Manage and resolve complex guest issues and inquiries with professionalism
Requirements
- Bachelor's degree or higher in Hospitality, Business, or related field
- Native-level Japanese proficiency for coordination with our Japanese parent company
- Business-level English with excellent written and verbal communication skills
- Previous experience as a Guest Relations Manager or similar role in the hotel industry
- Familiarity with RMS Cloud PMS is preferred (experience with other PMS will be considered)
- Solid working knowledge of Microsoft Office Suite
- Strong interpersonal and problem-solving skills
- A passion for customer service and attention to detail
What We Offer
- Competitive salary based on experience
- A dynamic and supportive work environment
- Opportunities for professional growth and training
- A chance to be part of an internationally connected hospitality brand
Join Us
If you are an enthusiastic and experienced hospitality professional looking to take the next step in your career, we’d love to hear from you.
Job Type: Full-time
Expected hours: 38 per week
Schedule:
- Afternoon shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- On call
- Overtime
- Public holidays
- Weekend availability
Experience:
- Guest relations Manager: 3 years (Required)
Language:
- Fluent English and Japanese (Required)
Work Authorisation:
- Australia (Required)
Work Location: In person
