Front Office (Guest Experience) Manager - Preopening Team

Ovolo Group; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hotel discounts

Food & beverage discounts

Wellness initiatives

Career progression

Job summary

Ovolo Sydney is seeking an exceptional Front Office Manager (Guest Experience) to lead the team responsible for creating memorable first and last impressions in our landmark relaunch. As a hands-on, pre-opening leader, you’ll shape culture, establish service standards, recruit and develop a high-performing Guest Experience team, and drive guest journeys from day one across a luxury hospitality environment.

You’ll champion a guest-first culture, coach staff, manage operations across Reception,

Qualifications

• Requires Front Office leadership experience in premium or luxury hotels.
• Proven ability to coach and develop high-performing teams.
• Strong communication and relationship-building skills.

Responsibilities

• Lead guest arrival, stay and departure experiences ensuring value for guests and team members.
• Drive a guest-first culture with personal, effortless interactions.
• Recruit, onboard, and develop a high-performing Front Office team.

Skills

Front Office leadership

Coaching & mentoring

Communication

Budgeting & rostering

Opera Cloud PMS

Tools

Opera Cloud

Job description

As Ovolo Sydney prepares to unveil an exciting new chapter following a transformative refurbishment, we're searching for an exceptional Front Office Manager (Guest Experience) to lead the team responsible for creating remarkable first and last impressions.

This isn't your traditional Front Office Manager role. We're looking for a hands‑on leader who believes exceptional hospitality is built on genuine connections, thoughtful details and empowering a team to deliver experiences that guests will remember long after they've checked out.

As a key member of our pre‑opening leadership team, you'll help shape the culture, establish service standards, recruit and develop an exceptional Guest Experience team, and bring our guest journey to life from day one.

If you lead from the front, inspire through action and thrive in fast‑paced luxury lifestyle hotels, we'd love to meet you.

What You’ll Be Doing

As our Front Office Manager, you'll lead every aspect of the guest arrival, stay and departure experience while creating an environment where both guests and team members feel valued.

Your responsibilities will include:

• Leading, coaching and inspiring the Guest Experience team to deliver consistently exceptional service.
• Driving a guest‑first culture where every interaction feels personal, effortless and memorable.
• Recruiting, onboarding and developing a high‑performing Front Office team.
• Playing a key role in the hotel’s pre‑opening, including systems implementation, service standards, training and operational readiness.
• Managing daily Front Office operations including Reception, Guest Services, PBX and overnight operations.
• Building strong relationships with VIPs, returning guests and key stakeholders.
• Monitoring guest feedback, online reputation and service recovery to continuously improve the guest experience.
• Driving departmental performance across guest satisfaction, productivity, labour management and financial outcomes.
• Working collaboratively with Housekeeping, Food & Beverage and all operational departments to deliver seamless guest experiences.
• Ensuring compliance with brand standards, WHS, security and operational procedures.

About You

You’ll be a passionate hospitality leader who genuinely enjoys developing people and creating memorable guest experiences.

You’ll ideally bring:

• Previous Front Office leadership experience within premium or luxury hotels.
• A passion for coaching, mentoring and developing high‑performing teams.
  Exceptional communication and relationship‑building skills.
• A proactive, solutions‑focused mindset with outstanding attention to detail.
• Experience with hotel PMS systems (Opera Cloud or similar preferred).
• Strong commercial awareness with experience managing departmental budgets, payroll and rostering.
• Confidence working in a fast‑paced environment while maintaining exceptional service standards.
• Flexibility to work across a rotating 24/7 roster.

Why Ovolo?

At Ovolo, we don't just create hotels we create experiences. We're proudly independent, creatively driven and unapologetically different.

Joining our team means you’ll enjoy:

• A rare opportunity to be part of a landmark hotel relaunch.
• Career development with one of Asia‑Pacific's most exciting lifestyle hotel brands
• A culture built around individuality, creativity and genuine hospitality.
• Hotel discounts across the Ovolo collection.
• Food & Beverage discounts.
• Wellness initiatives and team celebrations.
• Learning, development and internal career progression opportunities