Front Office Experience Leader

IHG Hotels & Resorts; Adelaide; On-site; AUD 60,000 - 75,000; Full time

Job summary

IHG Hotels & Resorts Adelaide is seeking a hands-on Front Office leader to drive guest experience and smooth operations.

You will coach colleagues, supervise daily operations, and partner with other departments to deliver warm, professional service across all shifts.

This role demands strong communication, a proactive service mindset and the ability to balance guest needs with hotel priorities.

Qualifications

• Previous Front Office experience is required.
• Previous supervisory or leadership experience is highly regarded.
• Strong communication, organisation and problem‑solving skills.
• Confident using hotel systems, including PMS and POS.
• Genuine passion for guest service and developing colleagues.
• Flexible availability and shift work, including weekends, public holidays, evening and overnight.

Responsibilities

• Supervise daily Front Office operations and ensure warm, professional guest service.
• Respond to guest requests and concerns, resolving issues with confidence and care.
• Support IHG Rewards recognition, enrolment and other guest experience initiatives.
• Monitor Front Office presentation, service standards and brand compliance.
• Coordinate effectively with other departments to ensure a seamless guest experience.
• When required stepping up in the absence of the duty manager - in duties and decision making.
• Coach and support colleagues, providing regular feedback and guidance.
• Ensure team members have the training, tools and knowledge to perform confidently.
• Support onboarding, training and development of Front Office colleagues.
• Promote teamwork, engagement and a positive working environment.
• Support accurate cash handling, billing and financial transactions.
• Maintain cashier floats and complete required balancing and reporting.
• Drive upselling and revenue opportunities through the team.
• Prepare rosters and approve timesheets in line with business requirements.
• Follow and promote hotel health, safety, security and compliance requirements.
• Identify and report hazards, incidents and risks, supporting appropriate follow-up.
• Support a safe, respectful and responsible environment for guests and colleagues.

Skills

Guest service

Leadership

Coaching

Communication

Problem solving

PMS & POS

Job description

IHG Hotels & Resorts Adelaide is seeking a hands-on Front Office leader to drive guest experience and smooth operations.

You will coach colleagues, supervise daily operations, and partner with other departments to deliver warm, professional service across all shifts.

This role demands strong communication, a proactive service mindset and the ability to balance guest needs with hotel priorities.