Guest Service Manager

21 hours ago

Townsville, Queensland, Australia The Ville Resort Casino Full time $60,000 - $90,000 per year

Hospitality / Travel / Tourism

Management / Supervisor

Townsville QLD

Permanent / Full Time

18/11/2025

Guest Service Manager | Ardo & The Ville Precinct

(Role based at either Ardo or The Ville Resort-Casino, with precinct-wide responsibility)

Are you passionate about providing exceptional customer experiences? Do you have a warm and welcoming personality that leaves a lasting impression on guests?

We are seeking a Guest Service Manager to join our Hotel Front Office team in a permanent part time capacity, to ensure each and every guest has a memorable experience across our luxury Ardo and The Ville Resort-Casino properties.

About the role

The Guest Service Manager will provide operational support to the Front Office Manager, overseeing the Front Office Assistant Management teams and Front Office frontline employees at the applicable property (Ardo or The Ville), while working collaboratively as part of a precinct-wide leadership team.

Key Accountabilities include:

  • Oversee and support Front Office and Call Centre teams to ensure efficient, high-quality service.
  • Manage hotel inventory and reservations to maximise occupancy and revenue.
  • Act as a senior representative, resolving guest issues and ensuring exceptional experiences.
  • Build strong relationships across departments to prioritise guest satisfaction.
  • Prepare daily reports, maintain guest profiles, and manage VIP preferences.
  • Control property amenities and costs within budget.
  • Stay informed on hotel promotions and events; communicate updates to staff.
  • Maintain accurate duty logs and manage staff performance, induction, and development.

Who we are looking for:

  • Tertiary qualification in a Business-related discipline preferred
  • Experience in leading professional hospitality teams within large corporate organisations, or site property
  • Demonstrated ability in planning and resourcing people and products, performance management and controlling labour costs and operating expenses
  • Demonstrated ability in developing productive relationships and managing and driving change
  • Excellent verbal and written communication skills

What we offer

  • Competitive pay
  • Uniforms supplied and laundered daily
  • Generous discounts on accommodation and dining across the precinct
  • Access to special offers with our corporate partners
  • Career pathways with Morris Group businesses all over Australia and abroad
  • Support via our Employee Assistance Program

About Morris Group

Ardo and The Ville Resort-Casino precinct are part of Morris Group: an independent, family-run business operating a collection of iconic Australian experiences. With businesses in tourism, hospitality, aviation, and technology, we're on a mission to make a positive impact doing work we love.

From luxury resorts and lodges to urban beer gardens, elevated dining experiences, and superyacht adventures; everything we do is inspired by our love for good company and the great outdoors.

Our Values

At The Ville, Ardo and TECC we create memorable experiences for our customers. We foster a dynamic and thriving entertainment precinct that brings people together. As a team our core values are all about the VIIBES: Vibrant, Integrity, Innovation, Belonging, Excellence, and Service with Care.

How to Apply

If this role sounds like the perfect fit for you, please click Apply Now

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