Assistant Front Office Manager

Thesandstorquay; Torquay; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Uniforms provided

Staff discounts across the resort

Job summary

The Sands Torquay is seeking an Assistant Front Office Manager to lead our front-of-house team across all shifts. You will manage the front office operations, rostering and guest service delivery, reporting to the Hotel Operations Manager.

You will recruit and train Guest Service Agents, handle guest escalations with poise, and work closely with Reservations, Housekeeping and Maintenance to ensure smooth guest experiences. This is a hands-on leadership role in a busy coastal resort.

Qualifications

• Proven leadership experience in a front office or guest service role.
• Experience coaching and training team members.
• Comfortable using a property management system (PMS).
• Able to manage rosters and labour cost.

Responsibilities

• Lead front office shifts and act as manager on duty across the roster.
• Own the front office roster and labour cost.
• Escalate guest concerns as the point of contact.
• Lead onboarding and ongoing training for Guest Service Agents.
• Coordinate with Reservations, Housekeeping and Maintenance.

Skills

Front Office Leadership

Guest Service Excellence

Recruitment & Training

PMS Proficiency

Decision Making under Pressure

Tools

PMS (Property Management System)

Job description

The Sands Torquay is gearing up for another busy summer season, and we're creating a brand-new leadership role within our Front Office team: Assistant Front Office Manager. This is a fantastic opportunity for an experienced hotel leader to join our team, working closely with our Hotel Operations Manager and Front Office Supervisor to lead our front-of-house team.

About the Role

As Assistant Front Office Manager, you'll be the operational leader of our Front Office, providing day-to-day leadership across all shifts (7am–9pm rotating roster). You'll own the front office roster, lead recruitment and training of our Guest Service Agents, and be the key escalation point for guest matters that need a manager's touch. You'll report directly to the Hotel Operations Manager and work alongside the Front Office Supervisor and Reservations Manager.

What You'll Be Doing

• Leading front office shifts and acting as manager on duty, including some early mornings, evenings, weekends and public holidays
• Building and managing the front office roster and labour cost
• Being the go-to person for escalated guest concerns
• Leading onboarding and ongoing training for our Guest Service Agents
• Working closely with Reservations, Housekeeping and Maintenance to keep operations running smoothly

What We're Looking For

• Your warm and friendly personality! We pride ourselves on our exceptional guest service and you will be leading by example.
• Proven leadership experience in a front office or guest service role
• A confident, calm approach to resolving guest complaints and making decisions under pressure
• Experience in coaching and training team members
• Comfortable using a property management system (PMS)

What's on Offer

Support and mentoring from the Hotel Operations Manager as you grow into the role

• Competitive salary, to be discussed with shortlisted candidates
• Uniforms provided, plus staff discounts across the resort