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About the Role
We are seeking a welcoming and passionate hospitality professional to lead the Front Office function, deliver exceptional guest experiences, and support strong people and operational performance. Through visible leadership, calm decision-making, and practical coaching, you will help the team resolve concerns, adapt to changing operational needs, and maintain high standards of service.
Responsibilities
- Lead the Front Office team to deliver exceptional guest experiences and operational excellence.
- Provide coaching, guidance, and day-to-day support to Front Office team members.
- Resolve complex guest enquiries, complaints, and service recovery situations professionally.
- Monitor Front Office operations to ensure service standards and operational procedures are consistently achieved.
- Build collaborative relationships across hotel departments to ensure seamless operations.
- Support workforce planning, rostering, and team capability development.
- Maintain compliance with company policies, financial procedures, security requirements, and workplace legislation.
- Coach team members in active listening, service recovery, and personalised guest engagement.
- Use guest feedback and operational information to identify service patterns and improvement opportunities.
- Support the team through changing occupancy, guest, and operational requirements.
- Oversee hotel operations during your shift and provide operational leadership across departments.
- Respond to operational issues, guest incidents, and escalations to ensure the smooth running of the hotel.
Requirements
- Demonstrated leadership experience within Front Office, Reception, or hotel operations.
- Proven ability to coach, develop, and motivate high-performing teams.
- Strong guest recovery and conflict resolution skills.
- Ability to manage operational priorities while delivering exceptional guest experiences.
- Experience analysing operational performance and implementing service improvements.
- Ability to coach service behaviours and provide constructive feedback.
- Confidence managing sensitive guest concerns and complex operational situations.
Skills
- Passion for delivering exceptional guest experiences and customer service.
- Excellent verbal and written communication skills.
- Professional presentation and interpersonal skills.
- Ability to remain calm, organised, and solution-focused in a fast-paced environment.
- Confidence using hotel systems and handling guest information responsibly.
- Ability to collaborate across departments and share information effectively.
- Strong attention to detail and organisational skills.
- Ability to build positive relationships with guests, colleagues, and stakeholders.
Location
- Sydney
Work Type
- Full-time
Experience Level
- Leadership experience within Front Office, Reception or hotel operations
- Experience analysing operational performance and implementing service improvements
Education Level
- Diploma or Degree in Hospitality Management, Hotel Management, Tourism or Business (preferred)
- Relevant qualification in Hospitality, Tourism or Business is advantageous
- Leadership or management development qualifications are advantageous
- Current Responsible Service of Alcohol (RSA) certification (where required)
Benefits
- Career Growth & Accredited Learning pathways
- Hotel & Dining Discounts
- Global Opportunities
- Everyday Savings on groceries, shopping, entertainment, travel and essentials
- Wellbeing Support including Employee Assistance Program (EAP)
- Flexibility & Leave including Birthday Leave, Parental Leave, Purchased Leave and Life Leave
About the Company
- TFE Hotels is one of Australia's leading global hospitality groups with 80+ hotels, 12+ brands, and operations across 11+ countries.
- We combine local spirit with international opportunity, celebrating individuality and fostering collaboration.
- We are committed to supporting employee growth, learning, and providing benefits to help them thrive.
- A by Adina Sydney is the flagship of TFE Hotels’ premium lifestyle brand, A by Adina, offering a balance between a hotel and residential experience.
- Located in the heart of the CBD, the hotel delivers a striking guest journey with a strong focus on design, service, and experience.