Hotel Service Manager

The Ngadju Gateway Motel, situated in Norseman, Western Australia, is strategically geographically located and is a key stop for travellers crossing the Nullarbor. Proudly owned and operated by Ngadju Enterprises Pty Ltd, a wholly owned subsidiary and the enterprise arm of the Ngadju Native Title Aboriginal Corporation RNTBC (NNTAC), the motel is in the heart of Ngadju Country and provides home-style accommodation, with a fully functioning restaurant and focus on customer service for all travellers and visitors to the area.

NNTAC are currently seeking an experienced Hotel Services Manager to run the day to day operations of the Motel and Restaurant. Reporting to the Motel Manager, this role requires on site management ensuring exceptional customer service, efficient management of staff and resources, and the overall profitability of the business.

This is a hands-on leadership role that ensures the smooth running of the business and a consistently high level of guest satisfaction. Ideally the Hotel Service Manager will live onsite.

To be considered for this position you must be able to demonstrate experience in undertaking the following responsibilities-

People Management

• Support the onboarding of new starters
• Support the Motel Manager will HR Administration eg; contract issuing, policy sign off, and entering into Deputy
• Provide initial training in policies, procedures and safety regulations/systems
• Train and coach employees where required.
• Supervise and coordinate the activities of hotel service workers.

Guest Services:

• Check-in and check-out procedures, handling reservations and guest inquiries.
• Providing information about the motel and the local area.
• Addressing guest and motel staff complaints and resolving issues.
• Promoting the motel and providing excellent customer service.
• Monitor guest feedback (including online reviews) and report trends
• Perform front office and hotel reception duties when required
• Overseeing the day to day running of the motel and suggesting improvements and changes

Housekeeping /Restaurant Oversight:

• Overseeing cleaning and maintenance of guest rooms and common areas.
• Ensuring rooms are adequately prepared for new guests.
• Schedule and coordinate daily housekeeping tasks
• Schedule and coordinate restaurant staff
• Support housekeeping staff during peak periods or staff shortages
• Ensure compliance with health, safety and hygiene standards.

Rosters and Payroll

• Using Deputy, develop rosters to ensure adequate coverage and effective communications with all staff.
• Payroll preparation in Deputy, ready for submission to the offsite Finance Officer.

Administrative Support

• Assist with stock ordering (cleaning supplies, linen, amenities).
• Maintain accurate records of staff hours and incident reports.
• Support reporting duties including occupancy rates, guest complaints, and housekeeping stats
• Conferring with managers to coordinate activities with other organisational units

Education and Experience

• Minimum of three (3) years of experience in a similar role
• Advanced Diploma or Diploma
• Experience in hospitality software and online booking channels
• Adaptable to change, with the ability to effectively coordinate tasks and balance competing priorities to meet critical deadlines.
• Intercultural understanding through recognition and respect.
• Demonstrated attention to detail, a professional attitude and ability to maintain confidentiality.
• Excellent customer service orientation and problem-solving skills
• Hands on experience with hotel/motel operations and front desk management.
• Ability to be on call after hours to provide guest support and emergency management.
• Competency in using property management software and Microsoft Office.
• First Aid certificate (or willingness to obtain)
• Police Clearance (or willingness to obtain)
• Liquor Licence (or willingness to obtain)

What We Offer

• Competitive salary package $80,000 -$90,000 pa + Superannuation
• Full-time, long-term position.
• Accommodation and meals provided
• Opportunity to make a meaningful difference to people’s lives.
• A diverse and rewarding workplace where every day is different.

If you have a strong desire to work for a First Nations Company with clear strategic direction and values and community focus, please submit your resume for consideration to hr@nntac.org.au .

Pay: $80,000.00 – $90,000.00 per year

Benefits:

• Salary packaging

Work Location: In person