Terminus Apartment Hotel, an Ascend Collection Hotel, is the number 1 hotel ranked on TripAdvisor in Newcastle. An opportunity exists to join our award-winning team.

In the heart of Newcastle’s historic centre, where the city meets the sea, discover the personality filled Terminus Apartment Hotel.

Featuring 50 supremely comfortable, unique and fully equipped serviced apartments, enjoy the creature comforts of home mere steps from the bountiful beauty of Newcastle’s iconic East End.

The Role

Terminus Apartment Hotel is currently seeking an energetic, customer focused and experienced Guest Service Manager to lead our award-winning dream team. This role oversees property operations, front desk, maintenance and housekeeping.

Duties and Responsibilities:

- Champion the hotel guest service operation to achieve a reputation as a market leader in delivering exceptional customer service.

- Oversee rooms division, working closely with the housekeeping manager and maintenance team.

- Be present and hands on in the operation ensuring guests are warmly welcomed and the hotel delivers on its promises.

- Responding promptly and tactfully to guest feedback and providing relevant action and follow up. Monitor feedback including online feedback websites, such as TripAdvisor and implement actions to improve results.

- Ensure the property has appropriate levels of staffing for the ongoing success of the hotel.

- Champion a work place free of discrimination, harassment and victimisation.

- Champion procedures with respect to grooming, performance and conduct standards, occupational health and safety,



emergency procedures and all other property policies and procedures.

- Champion safe work practices, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required.

- Maintain excellent and thorough communication and working relationships with all departments.

- Maintain rosters and authorise staff time sheets in accordance with the Hospitality Industry 2010 Award, National Employment Standards and hotel rosters.

- Manage hotel associated invoices in collaboration with accounts team.

- Assist the Managing Director with Body Corporate matters and attend meetings where practical.

- Balance End of Month in a timely manner.

- Conduct daily walk around of the property. Noting maintenance or housekeeping requirements.

- Perform any duties as requested by the executive management team.

The successful candidate will have:

- Previous front office management experience, ideally minimum 2 years

- An eye for detail

- Excellent communication, interpersonal and time management skills

- Positive attitude

- Ability to work without close supervision and within established timeframes

- Solid work ethic

- Local resident highly regarded

Next steps

If you believe this role is right for you, please submit your resume and cover letter, addressing the above criteria, by selecting the 'Apply for this job' button.

Please note, only our short-listed candidates will be contacted.

📌 Guest Service Manager - Terminus Apartment Hotel Newcastle
🏢 AT Hotel Group
📍 Newcastle