Guest Services Manager

We are seeking a motivated and service-driven hospitality professional with strong leadership and operational experience in a fast-paced hotel environment.

To be successful in this role you will have:

• Minimum 2 years Front Office leadership experience preferably in a large or high-volume hotel
• Proven leadership skills with the ability to coach mentor and develop team members
• Strong guest service mindset with a passion for delivering exceptional hospitality
• Excellent communication skills in English both written and verbal
• Ability to manage lobby operations guest flow and luggage services during busy arrival and departure periods
• Experience resolving guest concerns and operational challenges in a professional and timely manner
• Strong organisation attention to detail and problem-solving abilities
• Confidence using hotel systems and general IT programs (PMS experience such as OnQ is advantageous)
• Ability to work collaboratively across departments and maintain strong internal relationships
• Current NSW manual drivers licence
• Physically able to assist with luggage handling and guest vehicle movements
• Commitment to workplace health and safety standards and team wellbeing
• A positive professional attitude with a focus on continuous improvement and personal development

If you are passionate about hospitality and enjoy leading teams to deliver exceptional guest experiences we would love to hear from you.

EOE/AA/Disabled/Veterans

Before you get startedYes we do have theBEST Team Member Travel Programwith HUGE discounts on hotel rooms for our Team Members! And Hilton was voted the #1 Best Workplace in Australia in 2025 according to Great Place To Work!

Why you will love working for Hilton!

110 exceptionally discounted travel nights per year for you your friends or family to enjoy at any of our 9000 hotels located in 141 countries and territories around the world.

Discounts of up to 25-50% on products and services in participating Hilton outlets

Extensive range of career development opportunities including access to Hilton University training offering more than 3000 free learning programs

Bonus Annual Leave days after 2 years

Unwavering focus on creating an inclusive environment offers growth opportunities is driven by purpose and allows team members to bring their best most authentic selves to work.

ABOUT HILTON SYDNEY

Iconic 598-room Hilton Sydney is located in the heart of Sydneys CBD and is steps from Town Hall station and the QVB Light Rail stop. Amongst our operations we are home to signature restaurant Glass Brasserie heritage listed Marble Bar and we are the leading destination for Conferences & Events with one of the largest conferencing spaces in Australia.

WHAT WILL I BE DOING

As Guest Services Manager within the Front Office Department you are responsible for overseeing the daily operation of the hotels front of house arrival and departure experience. This includes leadership of the Concierge team comprising Concierge Bell Captains Porters Valet and Doorman teams ensuring a seamless efficient and welcoming guest journey from the moment guests arrive until their departure.

The role focuses on managing a high-volume lobby environment coordinating guest movement luggage handling transportation and valet services while maintaining exceptional service standards. You will ensure the lobby and entrance areas operate smoothly during peak arrival and departure periods supporting both individual guests and large groups.

Through strong leadership and operational oversight you will guide the Concierge team to deliver efficient luggage management transportation coordination and personalised guest assistance while achieving the hotels guest satisfaction and operational KPIs.

Your service philosophy will be to fill the earth with the light and warmth of hospitality by bringing Hiltons values to life in your everyday actions.