Front Office Coordinator

The Fullerton Hotel Sydney; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

The Fullerton Hotel Sydney is seeking a detail-oriented Front Office Co-Ordinator to provide vital administrative support to the Front Office team and help ensure smooth daily operations and an exceptional guest experience.

You will manage guest correspondence, invoicing, tracing tasks, billing reconciliations, and office supplies while collaborating with multiple departments and ensuring confidentiality of guest information.

Qualifications

• Previous experience in hotel operations or administrative support, preferably in hospitality
• Strong written and verbal communication skills with a professional tone
• Excellent time management and organisational abilities
• Proficiency in using hotel management systems and Microsoft Office Suite
• Collaborative approach and willingness to support team members across departments
• Discretion and professionalism with guest information and financial data
• Commitment to enhancing guest experience through behind-the-scenes support

Responsibilities

• Manage guest correspondence, feedback, and complaints promptly and professionally
• Draft responses to online reviews and internal feedback platforms; follow up until resolution
• Process guest refund requests and generate invoices; track pending refunds
• Monitor trace systems and coordinate communication between Front Office and other departments
• Oversee office and front desk supply orders; maintain stationery inventory
• Manage lost and found process and coordinate return of items
• Assist with internal requests and provide administrative support to Duty Managers

Skills

Communication

Time management

Detail-oriented

Team collaboration

Guest service

Tools

MS Office

Hotel PMS

Job description

Position Overview

We are seeking a detail-oriented and highly organised Front Office Co-Ordinator to join our team at The Fullerton Hotel Sydney. This pivotal role provides vital administrative support to the Front Office team, helping to ensure smooth daily operations and an exceptional guest experience.

Key Responsibilities

Guest Correspondence & Feedback

Manage and respond to guest emails, feedback, and complaints in a timely and professional manner.

Draft responses to online reviews and internal feedback platforms.

Follow up on unresolved guest issues or inquiries until resolution.

Invoicing & Refunds

Process guest refund requests accurately and in line with hotel policy.

Assist with generating and sending invoices to guests or corporate clients.

Track pending refunds and ensure all are actioned and closed.

Traces & Task Management

Monitor and manage trace systems to ensure follow-up tasks are completed by relevant teams.

Coordinate communication between Front Office and other departments as required.

Assist with daily, weekly, and monthly reconciliation tasks.

Support in reviewing and correcting billing discrepancies.

Maintain records of reconciliations and financial correspondence.

Ordering & Supplies

Manage office and front desk supply orders, liaising with procurement when necessary.

Maintain an updated inventory of stationery and operational tools.

Lost & Found Management

Oversee the lost and found process, ensuring accurate logging, secure storage, and guest communication.

Coordinate return of items when appropriate.

FO Enquiries & Administrative Support

Assist team members with internal requests and enquiries related to administrative processes.

Support Duty Managers with reporting and documentation needs.

What We Are Looking For

We’re seeking a highly organised and proactive individual who thrives in a dynamic, guest-focused environment. The ideal candidate will possess:

Previous experience in hotel operations or an administrative support role, preferably in a hospitality setting

Strong written and verbal communication skills with a professional and empathetic tone

Excellent time management and organisational abilities, with a keen eye for detail

Proficiency in using hotel management systems and Microsoft Office Suite (Word, Excel, Outlook)

A collaborative approach and willingness to support team members across departments

Discretion and professionalism in handling guest information and financial data

A genuine commitment to enhancing the guest experience through behind-the-scenes support

Work Schedule

This is a predominantly Monday to Friday role. However, occasional weekend or public holiday coverage may be required in line with business needs.