Assistant Manager, Front Desk & Guest Experience Lead

Ibis; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

The William Inglis Hotel – MGallery in South West Sydney is seeking an Assistant Front Office Manager to lead our Front Office team and elevate the luxury guest experience with warmth and precision.

You will supervise check-ins, coach staff, manage VIP arrivals, and collaborate across Reservations, Housekeeping and other departments to deliver a seamless guest journey. Opera Cloud PMS knowledge is preferred; a hands-on leadership style is essential.

Qualifications

• 2+ years Front Office experience in a leadership role.
• Experience as Assistant Front Office Manager, Supervisor or Duty Manager is desirable.
• Knowledge of Opera Cloud PMS or similar PMS is preferred.
• Strong communication, coaching and guest service skills.

Responsibilities

• Support the Front Office Manager in daily leadership and operations.
• Lead from the floor to deliver a warm, polished guest experience.
• Oversee arrivals/departures, room allocations and front desk operations.
• Coach and develop the Front Office team to a high-performing standard.
• Act as senior leader on shift and coordinate with Reservations.
• Manage VIPs, groups and special requests to ensure memorable stays.
• Assist with rostering, reporting and staff development.
• Uphold Accor/MGallery standards and drive service improvements.

Skills

Front Office leadership

Guest service

Communication

Coaching

Decision making

Tools

Opera Cloud PMS

Job description

At The William Inglis Hotel – MGallery, South West Sydney, we believe hospitality is about creating moments that guests remember long after they leave.

Inspired by the rich heritage of the thoroughbred industry, our luxury boutique hotel blends exceptional dining, memorable events and personalised guest experiences with genuine warmth.

As part of the global Accor family, we offer world-class opportunities while celebrating creativity, individuality and a passion for hospitality.

Join a team where your ideas matter and every interaction helps create unforgettable guest moments.

Job Description

We're looking for a passionate Assistant Front Office Manager to join our Front Office leadership team and help bring our luxury guest experience to life.

Working closely with the Front Office Manager, you'll be a visible, hands-on leader who inspires the team, connects with guests and helps ensure every stay is seamless, personalised and memorable.

We're open to high-performing Front Office Supervisors and Duty Managers ready to take the next step, as well as experienced Assistant Front Office Managers looking for their next opportunity.

No two days are the same — from welcoming VIPs and supporting a busy check-in, to resolving guest requests, coaching your team and working across departments to create an exceptional guest journey.

If you're a natural host, authentic people leader and passionate Front Office professional, we'd love to meet you.

Key Responsibilities

As our Assistant Front Office Manager, you'll:

• Support the Front Office Manager in the day-to-day leadership and operation of the department.
• Lead from the floor, creating a warm, polished and welcoming experience for both guests and team members.
• Oversee arrivals, departures, room allocations and Front Office operations, ensuring service is seamless and guest focused.
• Create memorable guest experiences, anticipating needs and confidently managing service recovery.
• Coach, mentor and develop the Front Office team, leading by example and building a high-performing culture.
• Act as a senior leader on shift, making confident decisions and supporting the wider hotel operation.
• Work closely with Reservations, Housekeeping and other departments to deliver a seamless guest journey.
• Proactively manage VIPs, groups, special requests and key guest moments.
• Support Front Office financial processes, reporting, rostering, recruitment and team development.
• Drive Accor and MGallery standards, continuously looking for ways to elevate service, engagement and operational performance.
• Support Duty Manager responsibilities across the hotel.

Qualifications

About You

We're looking for someone who brings genuine warmth, confidence and a passion for exceptional Front Office service.

You’ll ideally have:

• Previous experience as an Assistant Front Office Manager, Front Office Supervisor, Duty Manager or similar hotel leadership role.
• Strong Front Office experience, with 2+ years preferred.
• A genuine passion for hospitality and creating memorable guest experiences.
• A natural ability to connect with people and make guests feel genuinely welcome.
• Strong Front Office and Opera Cloud or similar PMS knowledge.
• A hands-on leadership style, with the ability to coach, motivate and inspire a team.
• Strong communication, organisation and attention to detail.
• The confidence to take ownership, make decisions and calmly resolve challenges.
• A proactive, can-do attitude and a genuine desire to learn and grow.