Assistant Front Office Manager

Sofitel; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Sofitel Sydney is seeking an Assistant Front Desk Manager to lead the Front Office team, ensuring seamless arrivals, guest experiences and smooth departures.

You will recruit, onboard, schedule staff, monitor KPIs and collaborate with Housekeeping, F&B, Engineering to resolve guest issues and improve performance.

Qualifications

• 4–5 years' Front Office experience with leadership or assistant manager exposure.
• Proven ability to lead, coach and develop a high-performing team.
• Strong focus on operational efficiency and guest service.
• Proficient with Opera Cloud PMS.
• Excellent leadership, communication and problem-solving skills.
• Financial acumen and ability to make informed operational decisions.
• Thrives in a fast-paced hospitality environment.
• Willing to work a rotating roster, including weekends and public holidays.
• RSA certification and full Australian working rights.

Responsibilities

• Oversee the daily operations of the Front Office, ensuring seamless arrivals, in-house experiences and departures.
• Lead, coach and motivate the Front Desk team, setting clear expectations and fostering accountability and service excellence.
• Assist with recruitment activities, including candidate screening, interviewing and selection.
• Oversee onboarding and training of new team members with operational guidance.
• Manage rostering to ensure staffing and coverage while complying with labour requirements.
• Monitor attendance, leave requests, shift changes and staffing gaps.
• Support performance management, succession planning and team development.
• Drive loyalty enrolments, upselling and guest satisfaction KPIs.
• Oversee Front Office administration: daily reporting, payroll and timekeeping checks.
• Monitor departmental costs and productivity to improve efficiency without compromising service.
• Ensure compliance with policies, brand standards and safety requirements.
• Collaborate with Housekeeping, F&B, Engineering and other departments to resolve guest issues.
• Monitor guest feedback and service recovery to continuously improve the guest experience.
• Maintain strong Front Office visibility and day-to-day operational involvement.

Skills

Front Office Operations

Team Leadership

Customer Service

Leadership & Communication

Problem Solving

Financial Acumen

Operational Efficiency

Workforce Scheduling

RSA Certification

Australian Working Rights

Tools

Opera Cloud PMS

Job description

Job Description

Step into a key leadership role at Sofitel as our Assistant Front Desk Manager, where you will play an integral role in delivering exceptional guest experiences and overseeing the smooth operation of our Front Office.

Key Responsibilities include:

• Support the Front Office Manager in overseeing the daily operations of the Front Office, ensuring seamless arrivals, in-house experiences and departures.
• Lead, coach and motivate the Front Desk team, setting clear expectations and fostering a culture of accountability, engagement and service excellence.
• Assist with recruitment activities, including candidate screening, interviewing, selection and coordination of new team members.
• Oversee the onboarding and integration of new team members, ensuring they receive appropriate training, operational guidance and ongoing support.
• Manage workforce planning and rostering to ensure appropriate staffing levels, operational coverage and compliance with relevant labour requirements.
• Monitor attendance, leave requests, shift changes and daily staffing requirements, proactively addressing operational gaps.
• Support the Front Office Manager with performance management, succession planning, team development and identifying opportunities for internal growth.
• Drive operational performance through effective management of loyalty enrolments, upselling initiatives, guest satisfaction scores and departmental KPIs.
• Oversee Front Office administration, including daily reporting, payroll and timekeeping checks, departmental communications and operational documentation.
• Monitor departmental costs, labour expenditure and productivity, identifying opportunities to improve efficiencies without compromising service standards.
• Ensure compliance with hotel policies, brand standards, workplace health and safety requirements and operational procedures.
• Work collaboratively with Housekeeping, Food & Beverage, Engineering and other departments to coordinate daily operations and resolve guest or operational challenges.
• Monitor guest feedback, service recovery cases and operational trends, implementing initiatives to continuously improve the guest experience.
• Maintain strong operational visibility across the Front Office, leading by example and remaining actively involved in the day-to-day operation.

Qualifications

• 4–5 years' experience in Front Office operations, with previous leadership or Assistant Manager experience.
• Proven ability to lead, coach and develop a high-performing team.
• Strong focus on operational efficiency, service excellence and delivering memorable guest experiences.
• Proficient in Property Management Systems, particularly Opera Cloud.
• Exceptional leadership, communication and problem-solving skills.
• Sound financial acumen and analytical skills, with the ability to make informed operational decisions.
• Ability to thrive in a fast-paced, high-pressure hospitality environment.
• Flexible and dependable, with availability to work a rotating roster, including weekends and public holidays.
• Current Responsible Service of Alcohol (RSA) certification.
• Full Australian working rights.

If you are passionate about hospitality and take pride in delivering elevated service, we would love to hear from you!

Additional Information

Our Commitment to Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent. We offer reasonable adjustments throughout the recruitment process, please let us know how we can support you.