Front Office Team Leader

About the role

The Front Office Team Leader will oversee daily front‑desk operations at a busy Marriott hotel in Sydney, ensuring seamless guest experiences from check‑in to check‑out. You will act as a role model for the team, driving service excellence and supporting staff in delivering high‑quality hospitality.

Key responsibilities

• Assist staff with expediting problem payments and resolve credit‑card issues.
• Process all guest check‑ins, assign rooms, issue and activate room keys.
• Handle all payment types, including cash, checks, debit and credit cards.
• Anticipate sold‑out situations and secure alternative accommodations when needed.
• Manage check‑outs, resolve late or disputed charges, and ensure accurate billing.
• Answer and log guest calls, messages, requests, and concerns.
• Coordinate with Housekeeping to confirm room readiness for arrivals.
• Run daily arrival/departure reports, verify special requests, and ensure report accuracy.
• Cash guests’ personal and traveller’s checks, balance cash drawers, and drop receipts per accounting guidelines.
• Review shift logs, document pertinent information, and count bank at shift start and end.
• Support management in training, motivating, and coaching front‑office staff.
• Report accidents, injuries, and unsafe conditions; complete required safety training.
• Uphold company policies, maintain professional appearance, and protect confidential information.

Required profile

• Warm, welcoming demeanor with personable communication skills.
• Energetic, motivational attitude; passion for hospitality.
• Valid NSW Responsible Service of Alcohol certification.
• Full Australian working rights.
• Ability to stand, sit, walk for extended periods and lift objects up to 10 lb.

Required skills

• Experience with front‑office reservation and payment processing systems.
• Ability to generate and interpret daily operational reports.
• Basic cash handling and accounting reconciliation skills.

What we offer

• Team‑spirited environment with encouraging leadership.
• Discounted room rates worldwide and food‑beverage discounts at Marriott properties.
• Recognition programs, wellbeing and mindfulness initiatives.