Hotel Services Manager

Shizuka Ryokan is Australia’s only authentic traditional Japanese ryokan and wellness retreat. Located in Hepburn Springs, we offer guests an immersive experience grounded in Japanese hospitality, culture, seasonal traditions, wellness, and omotenashi.

We are seeking an exceptional Hotel Services Manager to help lead daily operations while protecting and upholding the authenticity of the ryokan experience.

This is not a conventional hotel management role.

We are specifically seeking someone with a genuine, deeply lived understanding of Japanese culture, etiquette, hospitality, aesthetics, communication styles, and social awareness. The successful applicant must be capable of recognising and maintaining the subtle cultural nuances that define an authentic ryokan experience.

Applicants without substantial lived experience within Japanese culture and hospitality environments will not be suitable for this role.

About the Role

The Hotel Services Manager will oversee front-of-house operations, guest experience, accommodation services, team leadership, dining coordination, and daily operational flow across the ryokan.

The role also carries responsibility for cultural leadership within the business — ensuring that service delivery, atmosphere, presentation, guest interaction, and operational standards consistently reflect authentic Japanese hospitality principles.

This role requires calmness, emotional intelligence, attention to detail, discretion, and a deeply intuitive understanding of omotenashi hospitality.

Essential Requirements

Applicants must demonstrate:

• Deeply lived understanding of Japanese culture, etiquette, hospitality, and social customs
• Strong understanding of traditional Japanese hospitality and ryokan service philosophy
• Experience working within Japanese hospitality, luxury accommodation, ryokan, wellness retreat, or culturally authentic service environments
• Exceptional attention to detail and ability to maintain refined service standards
• Strong leadership and operational management capability
• Calm, mature, and guest-centred approach to hospitality
• Excellent interpersonal and communication skills
• Full working rights in Australia

• Applicants who do not hold a valid visa with unrestricted working rights in Australia need not apply
• Shizuka Ryokan is not offering visa sponsorship for this role
• Applicants without genuine lived Japanese cultural understanding and hospitality experience will not be considered

Desirable

• Native-level or fluent Japanese language ability
• Experience training teams in Japanese hospitality standards and etiquette
• Experience in boutique luxury accommodation or wellness operations
• Experience with RMS Cloud or similar property management systems

About Shizuka Ryokan

Set amongst bushland in Hepburn Springs, Shizuka Ryokan offers guests a rare opportunity to experience authentic Japanese hospitality within Australia. With only six guestrooms, traditional Japanese dining, wellness offerings, bathing rituals, and a deeply restorative atmosphere, Shizuka Ryokan is dedicated to creating meaningful and culturally respectful guest experiences.

To Apply

Please submit your resume and a cover letter outlining:

• Your experience within Japanese hospitality or culturally authentic service environments
• Your connection to and understanding of Japanese culture
• Your current Australian working rights

Only shortlisted applicants will be contacted.