Are you passionate about hospitality and delivering top-tier guest experiences? We are looking for a dedicated Hotel Service Manager to join our team at Cubana Resort Nambucca Heads, a vibrant resort offering accommodation, dining at our Cubana Cantina Restaurant & Bar, recreation and tours in the beautiful Nambucca Valley. About the role : As Hotel Service Manager, you’ll play a central role in ensuring all hotel services run smoothly and guests enjoy an outstanding stay. You will supervise and coordinate all hotel service activities to maintain exceptional service standards across the resort. You’ll work closely with the resort leadership and liaise with other departments to ensure seamless guest experiences from arrival to departure. Key Responsibilities Supervise, coordinate and allocate duties to housekeeping, porters, door-staff, and other hotel service staff. Maintain accurate staff rosters, attendance records and manage shift scheduling, ensuring adequate coverage at all times. Oversee the quality and consistency of service delivery — including room cleaning standards, public-area presentation, and compliance with safety and hygiene regulations. Collaborate with other departments (front desk, food & beverage, maintenance) to coordinate activities and ensure guest requests are addressed promptly and efficiently. Act as a point of contact for guest feedback, concerns or complaints — resolving issues in a timely and professional manner to maintain high guest satisfaction. Suggest and implement improvements to operational processes, service standards, and staff performance to continually elevate the guest experience. On occasions, assist with front-office duties or reception tasks if required, particularly during busy periods or staffing shortages. About You: Formal qualification in hospitality or hotel management (e.g. Diploma / Certificate) — or equivalent proven experience in a similar role. At least 2–3 years of relevant supervisory experience in a hotel/resort environment, demonstrating strong leadership and team-management abilities. Excellent interpersonal and communication skills, with a strong focus on exceptional guest service and problem-solving. Strong organisational skills, attention to detail, and ability to manage multiple tasks under pressure — including rostering, staff coordination, and quality control. A proactive, positive attitude with a commitment to upholding safety, hygiene and service standards. Flexibility to work across varying hours, including weekends and public holidays, as required by resort operations.
