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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.
- Lead overnight hotel operations and ensure the safety and security of guests, team members and the property.
- Oversee completion of overnight financial reconciliation, audit processes and operational reporting.
- Manage emergency situations and act as the senior operational leader outside standard business hours.
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
- Night Manager
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.
Benefits
- Career Growth & Accredited Learning: We are the first employer in ANZ to offer accredited learning pathways, our Learn, Earn & Grow approach can support further education and university opportunities while you work.
- Hotel & Dining Discounts: Enjoy exclusive accommodation and dining discounts across our hotels and brands.
- Global Opportunities: With 80+ hotels, 12+ brands and operations across 11+ countries, access exciting career opportunities, travel experiences and opportunities across our global network.
- Everyday Savings: Unlock discounts on groceries, shopping, entertainment, travel and everyday essentials to help your money go further.
- Wellbeing Support: Access wellbeing resources, Employee Assistance Program (EAP) services and support designed to help you thrive at work and beyond.
- Flexibility & Leave: Take the time you need to recharge, celebrate life's important moments and focus on what matters most, with Birthday Leave, Parental Leave, Purchased Leave and Life Leave, designed to support you at every stage of life.
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.