Hotel Services Manager

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.