Job Title

Join to apply for theHotel Managerrole atUrban Rest Adelaide, South Australia, Australia Base pay range A$80, / yr - A$85, / yr About Urban Rest Urban Rest is a fast-growing challenger in the corporate accommodation space with properties across most major Australian capital cities, New Zealand, London and Dublin. We are a technology enabled business disrupting a stagnant sector with a unique focus on traveller wellbeing and sustainability. We have experienced rapid growth, strong customer loyalty and success expanding in Australia over the last eight years and are now going through a period of rapid scaleup and global expansion, offering the chance to join a growing business at a pivotal stage of growth. Benefits and Perks Employee, friends and family discounts at Urban Rest properties ME Days and Volunteer Days available per year Monthly and quarterly team socials Learn from disciplines across the whole business including finance, sales, and marketing, gaining a 360 understanding of running and growing a business As the company grows, this role will provide plenty of room for career growth and progression We''re a social bunch and we strive to have a fun, friendly, and collaborative work environment About The Role The Hotel Manager plays a critical role in ensuring exceptional daytoday operational execution and guest satisfaction within our Apart''Hotel asset. The Hotel Manager will also assist in executing and supporting the greater city / region portfolio. Acting as the operational owner of the guests'' experience, this role combines quality assurance, issue resolution, relationship management, and tactical delivery oversight to elevate Urban Rest''s brand reputation at the building level. You will be responsible for coordinating with internal and external teams to execute quality standards, resolve service requests, optimise maintenance operations, and foster positive relationships with key building stakeholders. This is a highautonomy role requiring a blend of hospitality experience, operational rigour, and strong stakeholder communication. Responsibilities BuildingLevel Inspections (SPAs)Perform structured Service & Product Audits (SPA) across assigned buildings. Identify and elevate quality issues and opportunities for improvement in building condition and guest experience, including maintenance, furnishing, signage and presentation improvements. Provide feedback loops to internal teams for remediation and continuous improvement. Guest Experience Oversight & Field Service OptimisationMonitor guest experience metrics and review open work orders daily within region to ensure timely case resolution. Flag property readiness or issues affecting upcoming bookings. Oversight of guest arrival, instay, and departure touchpoints. Focus on apartment cleanliness, setup, amenities and readiness to checkin standard. Accountability for audit pass rates related to room presentation. Perform overrides or escalation routing within the Field Service system to balance guest priorities with commercial outcomes. Partner with Guest Relations and Account Management teams to ensure highpriority or highimpact guest cases are appropriately addressed within region. Balance SLA adherence with commercial value and reputational risk when triaging cases. Quality Control, Preventative Maintenance & Operational EfficiencyOwn the preventative maintenance and quality audit calendar at the building / asset level, ensuring timely scheduling of recurring tasks. Manage Field Service rules and scheduling logic to ensure efficient technician and GX field team deployment. Review and refine scheduling settings based on building access, vendor availability and issue urgency. Achieve 95%+ compliance to quality inspection standards at building / asset level. Local Team Leadership & PerformanceDirectly lead and develop building and city level Guest Experience Field Team members. Support recruitment, onboarding and performance management in line with Urban Rest''s standards. Work with GX Country Manager to plan resourcing based on forecasted growth and property volumes. Foster proactive working relationships with internal and external Housekeeping Supervisors and team members, treating housekeeping team members and maintenance staff as an extension of field team for delivery of GX standards. Coordinate unit access and collaborate on joint resolutions to housekeepingrelated service issues, providing additional training on standards and presentation if necessary. Building Stakeholder Relationship ManagementBuild and maintain strong working relationships with property owners, agents, building managers. Act as the contact for issue resolution, case deferrals, or buildingspecific GX opportunities. Represent Urban Rest professionally in all inbuilding interactions. Maintain contact and escalation information at the building stakeholder level, ensuring it is uptodate in the database and readily accessible to support operational continuity. Local Guest Experience InitiativesIdentify guest experience improvement opportunities at the building or precinct level. Design and roll out initiatives (e.g., access improvements, amenity upgrades, welcome protocols) in partnership with relevant teams. Track impact on guest feedback and elevate scalable initiatives to Country GX Manager. Key Metrics & Scorecard Building, City / Region NPS Target 60+ NPS within assigned building / asset. Oversee and support city or region targets. Maintain or improve NPS per quarter / year. Rooms Readiness & Cleanliness Compliance Target > 90% pass rate on room presentation, cleanliness, and readiness audits. Building City / Region COGS per Occupied Room Night Maintain or reduce within established benchmarks. Ops Work Order Close Time More than 90% of cases closed within target SLA. Ops Work Order Aging (Over 72 hours) Less than 5% of total building / asset cases aged over 72 hours and less than 5% of total city cases aged over 72 hours. SPA Completion Rate 95%+ of required SPAs completed on schedule. Building / Region QC Compliance Rate 90%+ compliance within the building & region (Quality Inspections, Preventative Maintenance, Test & Tag, etc.). Owner / Agent / Building Manager Feedback Positive relationship indicators / low escalations. What We Look For Flexibility to work across a 7day rotating roster to ensure coverage across the whole week for our guests. 2+ years in hotel operations, facilities management, property management, or guestfacing service delivery. Strong working knowledge of preventative maintenance systems and service work order management. Comfortable working independently. Commercially astute with a clear understanding of cost vs experience tradeoffs. Personable, solutionsoriented, and professional in highpressure guest or owner situations. Competency level equivalent to hotel Rooms Division, Front Office or Housekeeping leadership experience. Diversity & Inclusion At Urban Rest, we extend our invitation to candidates from Indigenous, neurodiverse, disabled, international, and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process. We encourage candidates from various backgrounds to apply, as we value diversity and believe in creating an environment where everyone can succeed. Please let us know if you require any additional adjustments or support to help you through this process so you can shine as the best version of yourself. How To Apply Please submit your application through the link on this website by including an uptodate resume with relevant skills and experience alongside a cover letter addressing how you meet the criteria and your interest in the role. If you want to learn more about our company please see our website We look forward to hearing from you! Seniority level MidSenior level Employment type Fulltime Job function Customer Service, Product Management, and Quality Assurance Industries Hospitality, Travel Arrangements, and Real Estate Referrals increase your chances of interviewing at Urban Rest by 2x. #J-18808-Ljbffr