Hotel Services Manager Hotel Concierge

**Raes on Wategos** is an exclusive boutique retreat in an idyllic beachfront setting. With the recent expansion of our Guesthouses, Raes is growing our Hotel and Guest Experience team.

With personalised and elevated service, Raes provides an elegant, opulent and exceptionally private spaces where you can lose yourself in the ultimate beachfront escape.

If you love the unique, let us indulge you. We are looking for a full-time **Hotel Services Manager (Hotel Concierge)** to lead our front desk, guest relations, and concierge services. This role requires an energetic, service-oriented professional dedicated to enhancing guest experiences and managing smooth front-of-house operations.

**Salary range**:$70,000 - $80,000 per annum

**Location**: Byron Bay, NSW 2481

**About the role**:
Responsibilities will include, but will not be limited to:

- Oversee concierge, front desk, and guest services operations, ensuring a seamless guest experience.
- Assign tasks, manage schedules, and supervise concierge staff, front desk personnel, and porters.
- Handle VIP guest services, special requests, and personalized guest experiences.
- Manage reservations, bookings, and guest inquiries, ensuring all requests are fulfilled efficiently.
- Monitor and maintain accurate guest records, check-in/check-out processes, and billing procedures.
- Address and resolve guest complaints and service issues in a professional and timely manner.
- Ensure the concierge team is up to date with local attractions, events, and exclusive offerings.
- Implement and maintain service excellence protocols and training programs for guest services staff.
- Ensure the concierge team is up to date with local experiences, events, and exclusive offerings
- Work closely with housekeeping, food & beverage, and operations teams to deliver a holistic guest experience.
- Oversee and manage daily housekeeping operations, ensuring high standards of cleanliness and hygiene.
- Assign tasks, manage rosters, and supervise housekeepers, laundry staff, and room attendants.
- Conduct regular inspections of guest rooms, public areas, and back-of-house facilities to maintain exceptional standards.
- Monitor inventory and procurement of cleaning supplies, linens, and guest amenities.
- Enforce safety and security protocols, ensuring compliance with hotel policies.
- Train and mentor front-end/back-end staff, fostering a high-performance work culture.

**Qualifications/ Experience / Skills**:

- Certificate III or IV in Hospitality Management, Business, Leadership or relevant field (or extensive experience as a substitute).
- Minimum 1-2 years of experience in a luxury hotel or high-end establishment in a concierge, leadership role in housekeeping or guest services management role.
- At least one year of Australian experience in a similar role is essential.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong customer service mindset, ensuring exceptional guest satisfaction.
- Strong leadership, organizational, and staff management skills.
- Ability to work flexible hours, including weekends and public holidays.
- Strong knowledge of hospitality service standards and concierge services.
- Ability to work flexible hours, including weekends and public holidays.
- Experience in handling VIP guests, luxury travel arrangements, and personalized services.
- Knowledge of local attractions, events, and luxury experiences to provide tailored guest recommendations.

Australian citizens and permanent residents are encouraged to apply.

Pay: $70,000.00 - $80,000.00 per year

**Benefits**:

- Employee discount
- Employee mentoring program

Physical Setting:

- Restaurant

Work Days:

- Monday to Friday
- Weekend availability

**Experience**:

- Hotel Services: 1 year (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person