Chief lyf Guard

Join the lyf Elizabeth Melbourne Crew

lyf (pronounced life) isn't just a place to stay — we redefine the concept of coliving with functional spaces, fun, and inspiring. Our properties are designed to foster a sense of community, creativity, and collaboration, making them the perfect home away from home for digital nomads, technopreneurs, and self-starters.

The lyf Elizabeth Melbourne, managed by The Ascott Limited,now seeks an enthusiastic and dedicated person to join as Chief lyf Guard (a.k.a Guest Service Manager).  This full-time role will report to the lyf Champion and work closely with other departments. lyf Elizabeth Melbourne is set to open its doors in late November 2025.

In this role you will be responsible for:

• Managing daily Guest Service operations to ensure seamless check-in/check-out processes, prompt response to guest inquiries, and delivery of consistently high service standards aligned with Ascott brand values.
• Leading and developing the Guest Service team, including scheduling, conducting regular performance reviews, and facilitating ongoing on-the-job training to maintain service excellence and team engagement.
• Overseeing guest relations initiatives, such as guest recognition programs and service recovery logs, ensuring guest complaints are resolved effectively and feedback is actioned within 7 days.
• Ensuring compliance with Ascott's Policies, Processes & Procedures (PPP), including audit standards, security procedures, grooming protocols, and emergency preparedness.
• Collaborating across departments to enhance inter-team communication, operational efficiency, and guest satisfaction, while managing occupancy forecasts and maximizing revenue through third-party platforms.

To be successful in this role you must have:

• Strong leadership and interpersonal skills, with the ability to motivate teams, lead by example, and manage staff rosters, leave planning, and training initiatives in accordance with company policies.
• Proven experience in guest services or front office operations, with a deep understanding of hospitality standards, guest engagement strategies, and service recovery protocols.
• Excellent problem-solving capabilities, using lateral thinking and proactive decision-making to resolve guest concerns while empowering staff within the scope of their responsibilities.
• Sound knowledge of compliance and audit procedures, including data quality assurance, cashiering control, grooming audits, and adherence to emergency and safety regulations.
• A performance-driven mindset, capable of tracking and acting upon occupancy forecasts, guest satisfaction metrics, and revenue goals to drive continuous improvement and operational excellence.

In return, you will receive:

• An Extra 3 Days Off just for life's big moments – Our Immediate Family Event Leave is yours on top of your annual leave
• Celebrate Your Loyalty – $500 at 5 years, $1,000 at 10 years (and it keeps going)
• Global Travel Perks – Enjoy up to 50% off at 900+ hotels worldwide
• Wellbeing Support – 24/7 access to our Employee Assistance Program (EAP)
• Grow With Us – Leadership training and a pathway to become a future GM

About Us:

The Ascott Limited (Ascott) is a member of CapitaLand Investment (CLI), headquartered and listed in Singapore. Ascott has become one of the leading international lodging owner-operators, with more than 900 properties in over 200 cities spanning more than 40 countries across Asia Pacific, Central Asia, Europe, the Middle East, Africa and the United States.

The company's serviced apartment, coliving, and hotel brands in Australia include Citadines, lyf, Oakwood and Quest. Be part of Ascott Australia's bold journey to grow from 8 to 30 hotels by 2030.

We strongly encourage you to apply if you meet the above criteria and are passionate about customer service and the hospitality industry.