Job Description

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.

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Customer Service Manager

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Package: $105,000 total, comprising:

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

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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.

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About the Role

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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.

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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.

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What You'll Be Doing

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



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

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- 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.
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- Proven experience in a customer service leadership role — hospitality, hotel, or guest‐facing experience strongly preferred
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- Strong people leadership skills with a track record of building high‐performing, motivated teams
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- Excellent communication skills and a natural ability to connect with people from all walks of life
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- A problem‐solver who stays calm, positive and solutions‐focused under pressure
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- Flexibility to work across a rotating roster, including weekends and public holidays as required
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- Experience with hotel booking/PMS systems (e.g. RMS) highly regarded
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What's On Offer

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

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

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