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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
- Full-time
Experience Level
- Leadership experience
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
- 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.
- Featuring 145 guest rooms in the heart of Sydney's entertainment precinct, just moments from Darling Harbour, ICC Sydney and Chinatown.
- The hotel offers Storehouse Sydney Central restaurant and bar, a rooftop pool, and is ideally positioned for both corporate and leisure travellers seeking easy access to Sydney's dining, convention and tourism hubs.
- Life at TFE is brimming with possibility.
- We’re the only international hotel group headquartered in Sydney, and we’re looking for passionate people ready to dive in and move with us.
- Today, we have 70+ hotels, seven brands, in eight countries... and we’re not stopping there, with new hotels underway and more in the pipeline.
- Everyone at TFE is invited to take ownership and help shape our future.
- If you’re authentic, flexible and talented, you’ll find more than you expected, and we’ll support you every step of the way.