Hotel Services Manager

The Hotel Services Manager is the custodian of the end-to-end guest journey and a key brand ambassador for The Sofitel Sydney Darling Harbour. This role is responsible for delivering highly personalised luxury experiences that drive guest satisfaction loyalty and advocacy while ensuring every interaction reflects the hotels brand DNA values and service standards.

The Hotel Services Manager leads guest insight and reputation management through TrustYou and ACDC translating feedback and data into targeted service improvements in partnership with operational leaders. A strong focus is placed on personalisation guest recognition and the effective use of systems and storytelling tools to enhance pre-arrival planning in-stay engagement and post-departure follow-up.

Loyalty and VIP engagement sit at the heart of the role. The Hotel Services Manager oversees bespoke journeys for ALL members VIPs and VVIP guests ensuring thoughtful recognition priority arrangements and seamless coordination across departments. Acting as a single point of contact for select high-profile guests this role curates memorable experiences from pre-arrival to departure in collaboration with hotel leadership and the wider Accor network.

As a cultural leader the Hotel Services Manager lives and role-models the Sofitel values inspiring Heartists to deliver refined emotionally intelligent service with confidence and pride. The role supports brand standards audits partner programs and operational excellence while maintaining a visible hands-on presence that reinforces a culture of luxury care and belonging.

Please note this role is offering a salary of $80340.00 plus superannuation. 

Qualifications :

You are a passionate hospitality professional who finds joy in creating meaningful memorable moments for every guest. With a refined attention to detail and an unwavering commitment to excellence you take pride in delivering service that feels both seamless and sincerely personal. Your experience within a Front Office or guest service environment has shaped your ability to anticipate needs remain composed under pressure and ensure every interaction reflects genuine care and sophistication.

A confident and articulate communicator you connect effortlessly with guests and colleagues alike building rapport with warmth and authenticity. You bring strong knowledge of the Opera Front Office system from reservations and arrivals to cashiering and guest account management and present yourself with the polish and elegance synonymous with the Sofitel brand.

Flexible and dependable you are comfortable working a rotating roster including weekends and public holidays embracing the dynamic nature of luxury hospitality.

You also hold full Australian working rights allowing you to work with us without restriction.

If you are passionate about hospitality and take pride in delivering elevated service we would love to hear from you!

Additional Information :

Our Commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract recruit and promote diverse talent. We offer reasonable adjustments throughout the recruitment process please let us know how we can support you.

Remote Work :

No

Employment Type :

Full-time