Hotel Service Manager

Job description:

POSITION SUMMARY

Job Title: Hotel Service Manager

ANZSCO Code: 431411 (Hotel Service Manager) — Skill Level 2

Position Type: Full-Time, Ongoing (minimum 2-year term)

Work Hours: 38 Hours per week

Location: All Hotels

Company Name: Gian Hospitality Enterprises

Salary: Annual Base Salary: AUD 85,000 plus Superannuation

Direct Supervisor: Luke Pintaudi, Director

ABOUT THE EMPLOYER

Gian Hospitality Enterprises is a premium housekeeping and hotel services provider based in Melbourne, Victoria, delivering dedicated housekeeping, room attendant, front-of-house and broader hotel service management solutions to hotel groups across the region. Gian Hospitality Enterprises is built on a foundation of exacting quality standards, reliability, and a guest-first service culture that has earned the trust of premium hotel partners. As the business continues to grow its portfolio of hotel contracts, the organization is expanding its on-site management capability to maintain consistent, high-quality service delivery across multiple properties.

JOB PURPOSE

The Hotel Service Manager holds overall management responsibility for hotel service operations across Gian Hospitality Enterprises' client properties. The role extends beyond housekeeping supervision to encompass operational planning, budgeting and labour planning, service quality management, resource planning, guest satisfaction, performance monitoring and continuous improvement. The Hotel Service Manager oversees hotel service staff — including room attendants, porters and doorpersons — sets and enforces service standards, manages budgets and staffing resources, and ensures operational and compliance reporting is delivered so that the company's reputation for premium, reliable service is upheld and consistently improved across every site.

KEY RESPONSIBILITIES

• Hold overall management responsibility for hotel service operations across one or more client properties, including operational planning and resource allocation.

• Develop and manage site-level budgets and labour plans, monitoring costs against forecast and adjusting resourcing to meet operational and financial targets.

• Determine daily and weekly work requirements and allocate duties among room attendants, porters and doorpersons across client hotel sites.

• Liaise and coordinate with hotel management and other operational departments to align service delivery with each property's requirements and events schedule.

• Prepare, maintain and update staff rosters and attendance records, adjusting coverage to meet occupancy and service demands.

• Manage service quality across all sites, setting performance benchmarks and driving continuous improvement in guest satisfaction outcomes.

• Ensure company policies, hotel brand standards and Work Health and Safety (WHS) requirements are consistently met and enforced across all sites.

• Monitor and review the performance and output of the housekeeping and service team, recommending and implementing improvements to workflow and service quality.

• Meet with team members to address concerns, resolve grievances, and support staff development and training.

• Conduct quality inspections of guest rooms and public areas to ensure standards meet client and brand expectations.

• Support front office and reception functions where required, acting as an escalation point for guest service issues.

• Manage stock levels of housekeeping supplies, linen and amenities, and liaise with suppliers as required.

• Prepare and deliver operational reports on service performance, budgets, staffing levels and site issues to company directors.

KEY REQUIREMENTS

Qualifications: AQF Associate Degree, Advanced Diploma or Diploma in Hospitality Management or a related field, or equivalent — or a minimum of 3 years' relevant supervisory experience in a hotel or hospitality services environment (in line with ANZSCO Skill Level 2 requirements).

Experience: Minimum of 5 years, including experience in an operational management capacity with budgeting and staff leadership responsibilities.

Skills:

• Strong leadership, organizational and interpersonal skills, with the ability to manage and motivate a diverse team.

• Demonstrated ability to manage budgets, labour costs and operational reporting.

• Well-developed communication skills, both written and verbal, for liaising with staff, hotel management and clients.

• Working knowledge of hotel housekeeping standards, room presentation, and service quality benchmarks.

• Sound understanding of workplace health and safety practices and compliance obligations in a hospitality environment.

• Competent computer and record-keeping skills for rostering, budgeting, reporting and stock management.

• Understanding of cultural diversity and a person-centred approach to guest and staff interactions.

WORKING CONDITIONS

• Shift work including early mornings, weekends and public holidays as required by hotel operating hours.

• Some physical activity involved in inspecting rooms and supporting service delivery.

• Travel between multiple hotel client sites across Melbourne may be required.

WHY THIS ROLE IS ESSENTIAL

Gian Hospitality Enterprises has experienced significant growth in its hotel services contracts, now servicing multiple hotel properties across the region. This growth in scale and complexity has created the need for a dedicated Hotel Service Manager to hold overall operational and management responsibility across sites — overseeing budgets, staffing, compliance and service standards — to ensure consistent, high-quality service delivery is maintained as the company's property portfolio continues to expand.

OPPORTUNITIES FOR GROWTH

This role offers the opportunity to lead service delivery across multiple premium hotel properties, mentor and develop junior team members, and grow into broader operational leadership within Gian Hospitality Enterprises as the business expands.

Work Location: In person