The Assistant Guest Services Manager supports the Hotel Manager in the day-to-day operation of Silkari Suites at Chatswood, with responsibility for Front Office operations, guest satisfaction, room presentation, team leadership and operational standards. The role leads and develops the Guest Services team, conducts room inspections and works closely with Housekeeping, Reservations, Maintenance and Accounts to ensure efficient operations and a consistently high guest experience.

Key responsibilities

- Lead, supervise and motivate the Guest Services team
- Assist with recruitment, onboarding and training of new team members
- Train staff in RMS, reservations, check-in/check-out, payments and guest service procedures
- Deliver friendly, professional and personalised service to guests
- Manage arrivals, departures, special requests and VIP arrangements
- Handle guest complaints and service recovery within delegated authority
- Conduct pre-arrival inspections and regular spot checks of guest apartments
- Ensure rooms meet required standards for cleanliness, presentation,



amenities and functionality
- Maintain accurate guest records, reports, logbooks and operational documentation
- Oversee cash handling, banking and shift reconciliation

About you

- Previous experience in a Hotel Front Office supervisory, Duty Manager or similar role
- Strong leadership, training and coaching skills
- Sound working knowledge of RMS PMS, including reservations, accounts, payments and reporting
- Understanding of hotel trust accounts, reconciliation and financial procedures
- Experience conducting room inspections and coordinating housekeeping and maintenance issues
- Excellent guest service, communication and complaint-handling skills
- Strong organisation and attention to detail
- Ability to prioritise, make sound decisions and remain calm under pressure
- Adaptable availability, including weekends, public holidays and varying shifts

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📌 Assistant Guest Services Manager (City of Willoughby)
🏢 Silkari Hotels
📍 City of Willoughby