Customer Experience (Nights) Night Manager

WHO WE ARE?

Scape’s vision is to be the Earth’s best living company (so you can see straight off the bat we are a conservative bunch!). We are a leading provider of student accommodation in Australia. We currently have the capacity to provide a home to 1,000 students (and are growing) and we don't simply provide a bed and roof; we also provide a unique, amazing experience and a safe environment to help students make the most of their studies.

THE ROLE

The Night Manager (Customer Service Officer (Nights)) ensures resident safety and effective incident management during night shifts (11pm-7am), conducting audits, managing operations, verifying guest accounts, and maintaining security.

As a Night Manager (Customer Service Officer (Nights)) your key responsibilities will include:

• Conduct nightly audits for financial transactions (room charges, cash handling, credit card transactions).
• Manage night shift operations: guest check-ins/check-outs, responding to inquiries, ensuring smooth operations.
• Verify guest account accuracy, resolve discrepancies, prepare detailed reports.
• Ensure premises security and safety: monitor CCTV, address security concerns/emergencies promptly.
• Assist with administrative tasks: update reservations, process payments, maintain records.
• Collaborate with hotel departments for seamless communication and coordination.
• Provide exceptional customer service: address guest needs, resolve issues/complaints promptly and professionally.

THE IDEAL CANDIDATE

We are seeking a passionate and motivated Night Manager (Customer Service Officer (Nights)), where the importance of a fun and vibrant stay coupled with the safety of our residence is of the utmost importance.

• Requires minimum 2 years’ experience in customer service/operations.
• Excellent written and verbal communication skills.
• Strong organizational skills with ability to prioritize tasks accurately.
• Proficient in Microsoft Office suite and database management systems.
• Demonstrated leadership and supervisory experience.
• Exceptional customer service and conflict resolution skills.

The successful applicant will require Working with Children Check (WWC) and Police Check upon appointment.

PERKS AND BENEFITS

At Scape, we are all about creating and sharing the good vibes. Below are just some of the scape-tastic perks of joining our team:

• A day of to celebrate your birthday, however you want
• A recharge day (known affectionately as a Bueller Day!)
• ‘Escapes’ – stay at any of our buildings in any state for up to 5 nights free of charge
• Referral bonuses
• EAP, Sonder & Duress support

THE FINE PRINT

At Scape we honour and welcome our rich heritage and contributions of First Nations and Indigenous peoples. Our workplace embraces diversity and strives to create an inclusive environment that respects and values your culture, traditions, and perspectives. Join us in building a harmonious and empowered community where everyone's voice is heard and celebrated.

This is a great time to be joining a growing business, that is willing and able to make a difference for our student residents, stakeholders and the community as a whole.

Please note that we will review applications and contact candidates on a rolling basis. The earlier you apply for this opportunity, the better!

If you feel you would like to join our team, apply now with your CV and 1-page cover letter!

No agencies please.