Assistant Manager Front Office

Accorhotel; Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Global staff discounts

Birthday leave

Parental leave

Dining discount

Career development

Professional training

Complimentary hotel stay

Employee Assistance Program

Job summary

Sofitel Sydney Wentworth is seeking an Assistant Manager in Front Office to lead daily operations, coach staff, and ensure exceptional guest experiences. You will drive service standards, collaborate with departments, and support upsell and loyalty initiatives.

You will report to the Front Office Manager, foster a safe, compliant workplace, and help the team deliver smooth handovers and proactive issue resolution across shifts.

Qualifications

• Luxury hospitality experience required.
• Excellent communication across levels.
• Ability to lead hotel operations with calm confidence.
• RSA NSW and First Aid certification current.
• Full availability over a 24/7 roster.

Responsibilities

• Oversee and support the daily operations of the Front Office.
• Consistently offer professional, friendly and engaging service.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Supervise and motivate Front Office staff, ensuring they are well-trained and provide exceptional guest experiences.
• Pro-actively supports achievement of hotel metrics and loyalty program enrollment.
• Resolve guest complaints and issues in a timely manner.
• Maintain Sofitel service standards through audits and coaching.
• Conduct performance evaluations and staff development.
• Schedule and manage staff shifts to ensure adequate coverage during peak times.
• Communicate shift information via logs, emails and meetings.
• Provide ongoing training to new front desk staff.

Skills

Luxury hospitality experience

Effective communication

Leadership in operations

Opera Cloud

Microsoft Office

Reporting procedures

RSA NSW

First Aid certification

24/7 roster

Australian working rights

Tools

Opera Cloud

Microsoft Office

Job description

Discover Sofitel Sydney Wentworth - Where Heritage Meets Modern Luxury

Embark on a journey of luxury and excellence with Sydney's iconic first international 5-star hotel! Sofitel Sydney Wentworth offers an unforgettable luxury escape, where guests discover the perfect blend of the French Zest and Sofitel luxury.

Following the successful relaunch and transformation of Sydney's iconic landmark, we are setting a new benchmark for excellence.

Discover the perfect blend of classic European style and Sofitel Luxury, with 436 beautifully appointed rooms and suites, modern meeting and event spaces, contemporary cuisine with a French twist, and our executive Club lounge - Club Millésime.

Job Description

As an Assistant Manager in Front Office, you'll provide operational leadership throughout your shift, supporting every department to deliver an exceptional guest journey.

With a focus on connection, communication and seamless operations, you'll help create a safe and compliant workplace while ensuring our teams are supported to perform at their best.

From smooth handovers to real-time resolution of guest and operational issues, your ability to lead with confidence and respond with care will help us create exceptional experiences for our guests, every day.

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Oversee and support the daily operations of the Front Office
• Consistently offer professional, friendly and engaging service
• Assist guests regarding hotel facilities in an informative and helpful way
• Supervise and motivate Front Office staff, ensuring they are well-trained, efficient, and provide exceptional guest experiences
• Pro-actively supports achievement of hotel metrics, including the Front Desk upsell program and enrolling members in the hotel loyalty program. Previous experience in NOR1 is highly regarded
• Assist in resolving guest complaints, issues, or requests in a timely and effective manner
• Maintain Sofitel service standards through audits and daily coaching
• Conduct performance evaluations and provide coaching to team members
• Assist in scheduling and managing staff shifts, ensuring adequate coverage during peak times.
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
• Provide training to new front desk staff members and ensure ongoing development of team members
• Keep up-to-date on industry trends, hotel systems, and service standards and make recommendations for improvements
• Ensure the public areas are presentable at all times
• Ensure compliance with hotel policies and procedures, including safety and security regulations.
• Other duties as assigned

Qualifications

• Demonstrated luxury hospitality experience
• Ability to communicate effectively across all levels - from frontline to senior leadership
• Ability to lead hotel operations with calm confidence
• Skilled in Opera Cloud, Microsoft Office and reporting procedures
• Strong written and verbal communication
• Current New South Wales RSA and First Aid certification
• Full availability over a 24/7 rotating roster
• Full, unrestricted Australian working rights

Additional Information

Why Join Sofitel Sydney Wentworth?

We value our people and offer:

• Global discounts on accommodation, dining, bars and more across 100+ Accor hotels and partner venues worldwide
• Generous leave entitlements, including birthday leave and up to 12 weeks parental leave
• 30% team member dining discount across our signature venues: Tilda, Bar Tilda, Delta Rue and Wentworth Bar
• Career development opportunities within a globally recognised luxury hospitality brand
• Ongoing learning and development, working alongside industry leaders
• A complimentary hotel stay package to celebrate your work anniversary
• Free 24/7 access to our Employee Assistance Program for confidential wellbeing support

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 to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Please note that full working rights in Australia are required for this role.