Front Office Guest Experience Lead

Accorhotel; Newcastle; On-site; AUD 90,000 - 120,000; Full time

Job summary

Accorhotel Newcastle Beach seeks a self-motivated Front Office Leader with strong hotel operations knowledge to head the Front Office team. You will drive guest satisfaction, manage staffing, and oversee check-in/check-out, occupancy, and guest registrations.

The role requires experience in hotel front desk management, excellent communication, and a passion for proactive customer service. Availability for varied shifts including weekends is expected.

Qualifications

• Minimum 2+ years experience at an Assistant Manager within a Hotel environment.
• Exceptional people management skills, with the ability to lead and motivate a diverse team.
• Excellent written and verbal communication skills.
• A passion for delivering exceptional, pro-active customer service.
• Availability to work a variety of shifts, including weekends and public holidays if required.

Responsibilities

• Lead the Front Office team to ensure guest satisfaction and smooth operations.
• Oversee front desk processes: check-in, check-out and guest registrations.
• Monitor room availability, reservations and assignments to maximise occupancy and revenue.
• Coordinate with housekeeping and maintenance to ensure timely room readiness.
• Recruit, train and develop Front Office staff; conduct performance reviews.
• Utilise hotel management software to manage reservations and guest preferences.
• Act as a key contact for emergencies following established safety protocols.

Skills

People management

Communication skills

Customer service

Job description

Accorhotel Newcastle Beach seeks a self-motivated Front Office Leader with strong hotel operations knowledge to head the Front Office team. You will drive guest satisfaction, manage staffing, and oversee check-in/check-out, occupancy, and guest registrations.

The role requires experience in hotel front desk management, excellent communication, and a passion for proactive customer service. Availability for varied shifts including weekends is expected.