Hotel Services Manager at Accor

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

19 Aug, 26

Salary

80340.0

Posted On

21 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Journey Management, Luxury Service Standards, Reputation Management, Opera Front Office System, VIP Engagement, Personalization, Stakeholder Coordination, Emotional Intelligence, Pre-arrival Planning, Guest Recognition, Communication, Attention To Detail

Industry

Hospitality

Description

Company Description Discover Sofitel Sydney Darling Harbour Sofitel Sydney Darling Harbour invites guests and talent into a world where French Art de Vivre meets Sydney’s vibrant waterfront culture. As Sofitel’s flagship hotel in the Pacific, the property features 590 elegant rooms and suites, four distinctive bars and restaurants, a breathtaking award-winning infinity pool, a state-of-the-art fitness centre overlooking the skyline, an exclusive top-floor Executive Lounge and our renowned luxury spa. At the heart of everything we do are exceptional people. We are deeply committed to cultivating an inspiring, energising, and rewarding environment, one where craftsmanship is celebrated, creativity is encouraged, and luxury is delivered with intention and pride. Inspiration, Recognition & Reward As a valued Sofitel Ambassador, you will be immersed in a world of refined privileges and bespoke rewards. Enjoy privileged access to an international portfolio of luxury accommodation, exceptional dining, and curated lifestyle experiences. Daily touches of indulgence; from preferred-rate artisan coffee to a thoughtfully designed Ambassador dining menu, elevate the everyday. Your growth is equally important to us. Through a distinguished learning platform blending expert knowledge with tailored development, we support your evolution as a culinary leader within a culture that celebrates excellence, individuality and ambition. Job Description The Hotel Services Manager is the custodian of the end-to-end guest journey and a key brand ambassador for The Sofitel Sydney Darling Harbour. This role is responsible for delivering highly personalised luxury experiences that drive guest satisfaction, loyalty, and advocacy, while ensuring every interaction reflects the hotel’s brand DNA, values, and service standards. The Hotel Services Manager leads guest insight and reputation management through TrustYou and ACDC, translating feedback and data into targeted service improvements in partnership with operational leaders. A strong focus is placed on personalisation, guest recognition, and the effective use of systems and storytelling tools to enhance pre-arrival planning, in-stay engagement, and post-departure follow-up. Loyalty and VIP engagement sit at the heart of the role. The Hotel Services Manager oversees bespoke journeys for ALL members, VIPs, and VVIP guests, ensuring thoughtful recognition, priority arrangements, and seamless coordination across departments. Acting as a single point of contact for select high-profile guests, this role curates memorable experiences from pre-arrival to departure, in collaboration with hotel leadership and the wider Accor network. As a cultural leader, the Hotel Services Manager lives and role-models the Sofitel values, inspiring Heartists to deliver refined, emotionally intelligent service with confidence and pride. The role supports brand standards, audits, partner programs, and operational excellence while maintaining a visible, hands-on presence that reinforces a culture of luxury, care, and belonging. Please note this role is offering a salary of $80,340.00 plus superannuation. Qualifications You are a passionate hospitality professional who finds joy in creating meaningful, memorable moments for every guest. With a refined attention to detail and an unwavering commitment to excellence, you take pride in delivering service that feels both seamless and sincerely personal. Your experience within a Front Office or guest service environment has shaped your ability to anticipate needs, remain composed under pressure and ensure every interaction reflects genuine care and sophistication. A confident and articulate communicator, you connect effortlessly with guests and colleagues alike, building rapport with warmth and authenticity. You bring strong knowledge of the Opera Front Office system, from reservations and arrivals to cashiering and guest account management, and present yourself with the polish and elegance synonymous with the Sofitel brand. Flexible and dependable, you are comfortable working a rotating roster, including weekends and public holidays, embracing the dynamic nature of luxury hospitality. You also hold full Australian working rights, allowing you to work with us without restriction. If you are passionate about hospitality and take pride in delivering elevated service, we would love to hear from you! Additional Information Our Commitment to Diversity & Inclusion We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent. We offer reasonable adjustments throughout the recruitment process, please let us know how we can support you. Job-Category: Rooms Job Type: Permanent Job Schedule: Full-Time Compensation: up to AUD 80340.00 - yearly

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Responsibilities

The Hotel Services Manager oversees the end-to-end guest journey, focusing on personalized luxury experiences and reputation management via TrustYou and ACDC. They lead VIP and loyalty engagement while ensuring all interactions align with the Sofitel brand DNA and service standards.