About the role

We are seeking an experienced Guest Services Manager to join our team at Queens Hotel Gladstone. This is a full-time role based in Gladstone CBD, Queensland 4680. In this pivotal position, you will be responsible for ensuring exceptional customer service and guest satisfaction across all aspects of our hotel operations.

What you'll be doing

Manage and lead the front office and guest services teams to deliver a consistently high level of service

Oversee the reservation and check-in/check-out processes to ensure efficiency and accuracy

Handle guest inquiries, complaints and special requests in a professional and timely manner

Collaborate with other hotel departments to coordinate guest experiences and resolve issues

Analyse guest feedback and data to identify opportunities for improvement

Develop and implement guest service policies, procedures and training programs

Contribute to the overall strategic direction of the hotel's operations

What we're looking for

Significant experience (5+ years) in a guest services or front office management role within the hospitality industry

Exceptional customer service orientation and conflict resolution skills

Strong leadership and people management capabilities

Excellent communication, problem-solving and decision-making abilities

Proficiency in using hotel management software and technologies

Tertiary qualification in hospitality management or a related field is preferred

What we offer

At Queens Hotel Gladstone, we are committed to providing our employees with a rewarding and fulfilling work environment. Some of the key benefits include:

Competitive remuneration and performance-based bonuses

Comprehensive training and professional development opportunities

Flexible work arrangements and a focus on work-life balance

Employee discounts on hotel stays and dining

Onsite gym and wellness initiatives to support your health and wellbeing

About us

Queens Hotel Gladstone is a renowned hospitality destination located in the beautiful Gladstone Harbour region. With a rich history spanning over 50 years, we pride ourselves on delivering exceptional guest experiences and fostering a vibrant, collaborative culture. As part of our team, you will have the opportunity to contribute to the continued success and growth of our hotel.

If you are passionate about guest services and eager to join a dynamic hospitality organisation, we encourage you to apply now.