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.
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 inspiring 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
Strong 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.

📌 Customer Service Manager - Live On Site (Queensland)
🏢 Vision Hotels
📍 Queensland