Assistant Front Office Manager: Guest Experience Leader

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 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.