About the Venue:
Crowne Plaza Surfers Paradise
is ideally located between the Surfers Paradise entertainment strip and the dining precinct of Broadbeach. With 269 spacious rooms and suites, sweeping ocean views, a choice of restaurants and bars, resort-style facilities and versatile event spaces, the hotel is a popular destination for both leisure and business travellers.
As a premium hotel on the Gold Coast, we pride ourselves on delivering exceptional service and creating memorable experiences for every guest. With a busy Front Office operation and a diverse range of guests, this is an environment where strong hospitality leadership, teamwork and genuine care make a real difference.
About the Role:
We are seeking an experienced and hands-on
Guest Service Manager
to join the team at
Crowne Plaza Surfers Paradise
on a
full-time basis
.
Working closely with the Front Office leadership team, you will take responsibility for the smooth operation of the hotel during your shifts, leading the Front Office and Guest Services teams and ensuring guests receive a consistently high standard of service throughout their stay.
This is a hands-on leadership role suited to an experienced hotel professional who is confident making decisions, supporting their team and managing a wide range of guest and operational situations. You will be a key point of contact for guests and hotel departments, helping resolve issues, coordinate requests and maintain high standards across the property.
Key Responsibilities
Lead the Front Office and Guest Services operation during assigned shifts
Provide visible and hands‐on leadership to Front Office team members
Ensure all guests receive warm, professional and personalised service
Manage guest enquiries, complaints and service recovery professionally and effectively




Coordinate guest requests and communicate with relevant hotel departments to ensure timely resolution
Monitor arrivals, departures, room allocations and daily Front Office operations
Support the team in achieving guest satisfaction, service and revenue targets
Identify and maximise opportunities for room upgrades and additional revenue
Ensure cash handling, financial transactions and end‐of‐shift procedures are completed accurately
Ensure hotel policies, procedures, brand standards and compliance requirements are consistently followed
Support staff training, coaching, onboarding and ongoing performance development
Conduct regular property inspections and ensure hotel presentation and guest areas are maintained to a high standard
Respond appropriately to incidents, emergencies and medical situations in accordance with hotel procedures
Maintain effective communication with all departments throughout each shift
Prepare and complete relevant shift reports and operational handovers
Support the Front Office leadership team with daily operational planning and continuous improvement
About You
Previous experience as a Guest Service Manager, Front Office Duty Manager, Assistant Front Office Manager or similar hotel leadership role
Previous experience within a 4‐star or 5‐star hotel environment
Strong understanding of Front Office operations, guest services and hotel systems
Proven ability to lead, motivate and develop a team




Confident managing guest complaints, service recovery and challenging situations
Strong commercial awareness with an understanding of upselling and hotel revenue
Experience with hotel PMS systems such as Opera, OnQ, RMS or similar
Strong cash handling and financial reconciliation skills
Excellent verbal and written communication skills
Strong organisation, problem‐solving and decision‐making abilities
Qualified presentation and a genuine passion for hospitality
Ability to remain calm and effective in a fast‐paced hotel environment
Flexible availability including weekends, evenings and public holidays
Full Australian working rights required
Benefits
Be part of the
IHG Hotels & Resorts
global hotel network
Staff discounts on accommodation and dining across IHG and Oscars Group's venues
Career development and progression opportunities within the hotel and wider Oscars Group
Training and mentoring from experienced hospitality leaders
Supportive and collaborative team culture
About Us
Crowne Plaza Surfers Paradise
is proudly part of
Oscars Group
, one of Australia's largest privately owned hospitality groups. With over 45 venues across NSW, VIC, QLD and SA, Oscars Group is known for its supportive team culture, strong career development pathways and commitment to delivering premium hospitality experiences across hotels, pubs, gaming, restaurants and event venues.
The hotel also operates under the
IHG Hotels & Resorts
umbrella, a global hospitality leader with more than 6,000 hotels in over 100 countries. As part of IHG, you'll be joining a worldwide network that encourages personal growth, celebrates success and provides opportunities to build your hospitality career locally and internationally.
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📌 Guest Service Manager (Gold Coast)
🏢 Oscars Group
📍 Gold Coast