Front Office Duty Lead — VIP & Guest Experience

View Hotels; North Sydney Council; On-site; AUD 65,000 - 90,000; Full time

Job summary

View Hotels is seeking a proactive Front Office Leader to own the Front Office and supervise shift operations. You will guide briefings, assign duties, and ensure VIPs, groups and room status are managed smoothly.

You will coordinate with Housekeeping, Maintenance, F&B and Reservations, set a warm service tone, handle escalated complaints and uphold PCI DSS confidentiality. This role demands visible leadership in guest areas and decisive decision-making during peak periods to protect guest

Qualifications

• Advanced working knowledge of Infor HMS and front office systems.
• Ability to manage occupancy, arrivals, departures, room status and forecast pressure points.
• Ensure guest folios, routing, deposits, pre-authorisations, direct billing, and settlements are accurate and compliant with hotel procedures.
• Act as the operational leader during emergencies and incidents, following hotel emergency procedures.
• Maintain PCI DSS compliance and confidentiality of guest, colleague and business information.

Responsibilities

• Own the Front Office and wider hotel operations during assigned shifts.
• Lead shift briefings, allocate responsibilities and ensure the team understands priorities, VIPs, groups, room status and key guest follow-ups.
• Maintain a visible leadership presence in guest areas and step into the operation during peak periods.
• Make timely operational decisions within authority and elevate significant risk, financial exposure or sensitive matters.
• Ensure handovers are clear, factual and action-focused, with ownership assigned for outstanding matters.
• Coordinate with Housekeeping, Maintenance, Food & Beverage, Reservations and other departments to keep the guest journey seamless.
• Set the tone for warm, genuine and personalised service throughout the shift.
• Personally oversee VIP arrivals, special occasions, repeat guests and complex requirements where leadership attention adds value.
• Take ownership of escalated complaints and service recovery, balancing empathy, fairness, commercial judgement and long-term guest loyalty.
• Supervise Guest Service Agents and provide clear direction, support and real-time coaching during the shift.

Skills

Leadership

Guest service

Front office systems

Operational troubleshooting

PCI DSS compliance

Tools

Infor HMS

Job description

View Hotels is seeking a proactive Front Office Leader to own the Front Office and supervise shift operations. You will guide briefings, assign duties, and ensure VIPs, groups and room status are managed smoothly.

You will coordinate with Housekeeping, Maintenance, F&B and Reservations, set a warm service tone, handle escalated complaints and uphold PCI DSS confidentiality. This role demands visible leadership in guest areas and decisive decision-making during peak periods to protect guest