Customer Service Manager - Live on site

Package: $105,000 total, comprising:

• Base salary: $80,000

• Accommodation valued at $20,000

• Superannuation

• KPI bonus: up to $5,000

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.

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.

• Leading, coaching and motivating 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

• 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

• $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

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.

Apply now with your resume and a short cover letter telling us why you're the right personality for this rol