Assistant Guest Service Manager

Join the Citadines on Bourke Melbourne Crew

Citadines is a leading hospitality brand offering modern, flexible accommodation in the heart of the world’s most vibrant cities. Designed for curious and dynamic travellers, we strike the perfect balance between work and leisure — blending exceptional service with local cultural experiences that bring the city to life.

At Citadines, we’re more than just a place to stay — we’re your connection to the energy, creativity, and community of the neighbourhood. From hidden art galleries to in-residence coffee tastings with local baristas, every stay is a gateway to discovery.

Citadines on Bourke Melbourne, located in the heart of Melbourne’s city centre, is seeking an enthusiastic, experienced, and dedicated person to join the Front Office team as an Assistant Guest Service Manager. The successful candidate will be part of a tight-knit, supportive team.

In this role, you will be responsible for:

• Overseeing the day-to-day operation of the Reception and Guest Service areas to ensure efficient, professional, and seamless service delivery at all times.
• Managing staffing and rostering requirements, including coordinating breaks, monitoring business volumes, and ensuring compliance with relevant award conditions.
• Maintaining effective communication between Guest Service and all departments to support smooth operations and high guest satisfaction.
• Supporting financial and operational performance by assisting with budgets, forecasts, cashiering controls, and revenue optimisation initiatives.
• Leading, training, and developing the Guest Service team by promoting accountability, proactive problem-solving, adherence to standards, and staff engagement initiatives. 

To be successful in this role you must have:

• Demonstrated experience in guest service leadership within hospitality, with the ability to confidently manage guest issues and operational decision-making.
• Strong organisational and planning skills, including roster management, staffing optimisation, and awareness of budget and forecast requirements.
• Excellent communication and interpersonal skills to build rapport with guests, team members, and internal stakeholders.
• A thorough understanding of hotel operations, including systems, tariffs, packages, security, fire procedures, and health and safety requirements.
• A proactive leadership approach, with a commitment to training, team morale, continuous improvement, and upholding company values and service standards. 

In return, you will get:

• An Extra 3 Days Off just for life’s big moments – Our Immediate Family Event Leave is yours on top of your annual leave!
• Celebrate Your Loyalty – $500 at 5 years, $1,000 at 10 years (and it keeps going!)
• Global Travel Perks – Enjoy up to 50% off at 900+ hotels worldwide
• Wellbeing Support – 24/7 access to our Employee Assistance Program (EAP)
• Grow With Us – Leadership training and a pathway to become a future GM 

About Us:

The Ascott Limited (Ascott) is a member of CapitaLand Investment (CLI), headquartered and listed in Singapore. Ascott has become one of the leading international lodging owner-operators, with more than 900 properties in over 200 cities spanning more than 40 countries across Asia Pacific, Central Asia, Europe, the Middle East, Africa and the United States. 

The company’s serviced apartment, coliving, and hotel brands in Australia include Citadines, lyf, Oakwood and Quest. Be part of Ascott Australia’s bold journey to grow from 8 to 30 hotels by 2030.

We strongly encourage you to apply if you meet the above criteria and are passionate about customer service and the hospitality industry.