Front Office Manager

About the role

The Front Office Manager at DoubleTree by Hilton Hotel Melbourne - Flinders Street is the face of the hotel and a key driver of its guest experience culture. It is a highly visible, hands-on leadership role leading a Front Office team, with time spent engaging with guests and coaching them to deliver excellent service from arrival to departure. The position is open to Australian residents or those with the legal right to work in Australia; visa sponsorship is not available.

Key responsibilities

• Lead and inspire the Front Office team to deliver exceptional guest experiences and operational excellence.
• Maintain a visible presence in the lobby and Front Desk, engaging with guests proactively.
• Build strong guest relationships, recognising returning guests and personalising their stay.
• Coach, mentor and develop team members.
• Manage guest feedback, concerns and service recovery, resolving issues positively and on time.
• Monitor guest satisfaction metrics and online reputation scores, and implement improvements.
• Drive departmental revenue through upselling, room allocation strategies and guest engagement.
• Manage rostering, payroll, labour costs and departmental productivity.
• Lead emergency response procedures, including acting as Chief Fire Warden and First Aid Officer.

Required profile

• Previous experience as a Front Office Manager, Assistant Front Office Manager or Duty Manager in a full-service hotel.
• Strong leadership, communication and interpersonal skills, with the ability to build relationships with guests, team members and stakeholders.
• Problem-solving ability and confidence handling guest concerns professionally and empathetically.
• Ability to thrive under pressure while maintaining service standards.
• Commercial awareness, with experience managing labour costs, payroll and productivity.
• Flexibility to work a rotating roster, including weekends, public holidays and peak periods.
• Commitment to workplace health and safety and readiness to respond in emergencies.

What we offer

• A competitive salary and bonus package.
• Free worldwide travel discounts.
• Growth and development opportunities, such as Harvard University and LinkedIn Learning.
• Employee Assistance Program access for mental and physical wellbeing.