Oceanfront Cairns Hotel is a landmark 155‑room property, perfectly positioned on the Esplanade with stunning ocean views. As part of the Vision Hotels portfolio, we're currently investing into a Hotel refurbishment and we're looking for someone with genuine warmth and energy to lead the guest experience through this exciting next chapter.

Customer Service Manager

Package: $105,000 total, comprising:

- Base salary: $80,000
- Accommodation valued at $20,000
- Superannuation
- KPI bonus: up to $5,000

About Us

Oceanfront Cairns Hotel is a landmark 155‑room property, perfectly positioned on the Esplanade with stunning ocean views. As part of the Vision Hotels portfolio, we're currently investing into a Hotel refurbishment and we're looking for someone with genuine warmth and energy to lead the guest experience through this exciting next chapter.

About the Role

We're on the hunt for a Customer Service Manager who lights up a room. This isn't a role for someone who wants to sit behind a desk — we need a natural people‑person with a bubbly, engaging personality who genuinely loves making guests feel welcome, valued, and looked after.

You’ll lead our front‑of‑house and guest services team, setting the tone for every interaction guests have with our hotel — from check‑in to check‑out and everything in between.

What You’ll Be Doing

- Leading, coaching and motivating the front office and guest services team to deliver exceptional, memorable guest experiences
- Being a visible, energetic presence on the floor — greeting guests, resolving issues on the spot, and setting the standard for service
- Handling guest feedback and complaints with warmth, empathy and a genuine desire to make things right
- Driving team culture, rostering,



and day‑to‑day people management for the guest services team
- Working closely with the Hotel Manager and Head of Operations to align guest experience with broader hotel standards and KPIs
- Monitoring guest satisfaction metrics and driving continuous improvement in service delivery
- Supporting front desk operations, bookings, and guest queries during peak periods

What We’re Looking For

- A genuinely bubbly, outgoing, warm personality — this is non‑negotiable. You need to be the kind of person who makes people smile the moment you walk into a room.
- Proven experience in a customer service leadership role — hospitality, hotel, or guest‑facing experience strongly preferred
- Solid people leadership skills with a track record of building high‑performing, motivated teams
- Excellent communication skills and a natural ability to connect with people from all walks of life
- A problem‑solver who stays calm, positive and solutions‑focused under pressure
- Flexibility to work across a rotating roster, including weekends and public holidays as required
- Experience with hotel booking/PMS systems (e.g. RMS) highly regarded

What’s On Offer

- $80,000 base salary + FREE accommodation Superannuation
- Up to $5,000 per annum KPI bonus — rewarding you for driving genuine guest satisfaction outcomes
- The opportunity to lead guest services at one of Cairns' most iconic Esplanade properties
- A supportive, close‑knit team and genuine career progression within the Vision Hotels portfolio
- Staff discounts across the Vision Hotels national portfolio

Sound Like You?

If you're the person your friends describe as "the life of the party", who genuinely can't help but make people feel good — we want to hear from you.

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📌 Customer Service Manager - Live on site (Cairns North)
🏢 Vision Hotels
📍 Cairns North