Full-time Guest Service Manager position available with competitive salary. Work in a dynamic team in Sydney, NSW 2000. Apply today through 11 Recruitment! Wake Up! Sydney is a leading backpacker and boutique hostel located in central Sydney, known for delivering exceptional guest experiences in a vibrant and fast-paced environment. With a strong focus on customer engagement and service quality, Wake Up! Sydney provides modern accommodation and a dynamic social atmosphere for domestic and international travellers. We are currently seeking an experienced and motivated Guest Service Manager to join our team on a full-time basis. Position Overview The Guest Service Manager is responsible for overseeing and enhancing front-of-house operations and guest experience performance. Reporting to senior management, this role focuses on service delivery, team supervision, customer satisfaction outcomes, and operational coordination across departments to ensure seamless daily operations. This position plays a critical role in maintaining brand standards, improving service efficiency, and leading the guest services team. Key Responsibilities Plan, organise and oversee front office and guest service operations to ensure high service standards are consistently achieved Develop, implement and monitor guest service policies and procedures to enhance customer satisfaction Supervise, train and performance-manage reception and guest services staff Analyse guest feedback, online reviews and service metrics to implement service improvements Resolve complex guest complaints and service issues beyond front desk level Coordinate with housekeeping, maintenance and events teams to ensure smooth operational flow Monitor occupancy trends and assist with operational planning to optimise service delivery Contribute to budgeting for guest services operations, including staffing and resource allocation Ensure compliance with company policies, WHS requirements, and operational procedures Support marketing initiatives by promoting guest engagement activities and service offerings Key Requirements Relevant Qualification Minimum 1 of experience in hospitality management or guest services supervision Demonstrated experience managing front office or guest services teams Strong understanding of customer experience management and service performance metrics Excellent leadership, communication and conflict resolution skills Ability to work in a fast-paced, high-volume accommodation environment Strong organisational and operational planning capability Knowledge of property management systems and booking platforms Remuneration & Benefits Salary: $70,000 - $80,000 Superannuation Full-time, ongoing position Dynamic and supportive working environment Opportunity to contribute to operational excellence within a well-recognised Sydney hospitality venue How to Apply If you are a results-driven hospitality professional with a strong focus on service excellence and operational leadership, we encourage you to apply. 11 Recruitment is managing this recruitment process on behalf of Wake Up! Sydney. Apply now and take the next step in your hospitality management career.
