Luxury Service Manager

**Company Description**:
**BETTER BEGINS HERE**

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. We value passion, creativity, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

**The role**

A rare opportunity exists to join the luxurious Crown Sydney as the newly created Luxury Services Manager. Reporting to the Hotel Manager, the Luxury Services Manager is responsible for managing the daily operations of the Crown Towers Villas Division - Australia’s most premium accommodation offering, Crown Residences - Australia’s first fully integrated hospitality-branded residences, along with our Butler & Concierge team, and Crown Towers VIP hotel guests. In this role, you will cultivate an environment with a strong focus on VIP guest relations, guest satisfaction through personalised service, financial goals, and attention to detail.

**Responsibilities include, but are not limited to**:

- Lead the team in the development of a fully accountable customer focused work culture; through motivating employees towards delivering high standards of performance and continuous improvement
- Ensure guests enjoy a positive experience through meeting high level service. standards and seeking to understand the individual needs of each guest
- Manage the delivery of operational labour efficiencies is maximised through overseeing the use of labour resources and identifying roster inefficiencies while continuing to maintain service delivery and guest satisfaction
- Partner with and liaise with key internal stakeholders (other hotel departments, Gaming) to provide leadership and counsel in the development and execution of daily operational requirements
- Ensure appropriate follow-up of guest departures in order to manage turnover of rooms to facilitate an efficient arrival process for guests
- Review, develop and implement as necessary Standard Operating Policies and Procedures

**About you**
- Demonstrated senior management experience in a luxury hotel environment
- Experience in building management advantageous
- Proven customer service background and ability to lead teams to a high service culture
- Strong understanding of Hotel & Building Property Management Systems (preferably OPERA and MYBOS)
- Previous experience in superior service standards and requirements
- Hospitality or tourism-related qualification is preferred

**What we offer you**:

- Full-time opportunity, based on-site in the luxurious Crown Sydney
- Opportunity to lead and contribute to the success of Crown Towers
- Professional skills development whilst working alongside the senior leadership team
- Complimentary meals at our on-site staff restaurant
- Uniform provided and laundered free for every shift
- Generous discounts across Crown hotels and restaurants Australia wide
- Access to discounts with various corporate partners across insurance, health & wellbeing, fashion, banking & finance, technology and more

**_ Due to the regulated nature of our business, to be considered you must have unrestricted Australian working rights and be comfortbale in completing pre-employment / probity checks including (but not limited to) police and criminal history checks, working rights checks and global media checks._**

**Additional Information**:
**What you can expect from us**

On top of exciting career possibilities, we offer better exposure to experiences and learning.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.