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About the Role
Lead the Front Office function to deliver exceptional guest experiences while supporting strong people and operational performance. Through visible leadership, calm decision-making and practical coaching, 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
- Relevant qualification in Hospitality, Tourism or Business is advantageous.
- Current Responsible Service of Alcohol (RSA) certification (where required).
- Diploma or Degree in Hospitality Management, Hotel Management, Tourism or Business (preferred).
- Leadership or management development qualifications are advantageous.
Benefits
- Career Growth & Accredited Learning
- Hotel & Dining Discounts
- Global Opportunities
- Everyday Savings
- Wellbeing Support
- Flexibility & Leave (Birthday Leave, Parental Leave, Purchased Leave and Life Leave)
- Strong Culture
About the Company
- At TFE Hotels, we're proud to be 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.
- We're passionate about people and the experiences we create together, where individuality is celebrated and collaboration comes naturally.
- Here, you'll be supported to grow, learn and make a real impact with the tools, development and benefits to help you thrive.
- A by Adina Sydney is the flagship of TFE Hotels’ premium lifestyle brand, A by Adina.
- Offering guests a perfectly suited balance between a hotel and residential experience, 22 floors of architecturally designed cam and indulgence, all in one.
- Located in the heart of the CBD, the hotel delivers a striking guest journey—from a ground-floor arrival that transitions to a “WOW” reveal on Level 21, where guests are welcomed against sweeping city views.
- With a strong focus on design, service, and experience A by Adina Sydney is redefining modern hospitality for the discerning traveller.