Front Office (Guest Experience) Manager - Preopening Team Lead the team. Elevate the experience. Create something unforgettable.

Ovolo Hotels Group; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hotel discounts across Ovolo

Food & Beverage discounts

Wellness initiatives

Learning, development and internal Ior

Job summary

Ovolo Hotels Group in Sydney is seeking an exceptional Front Office Manager (Guest Experience) to lead the team responsible for creating remarkable first and last impressions. You’ll be a hands-on leader championing genuine connections, thoughtful details and empowerment to deliver experiences guests remember after checkout.

As part of the pre-opening leadership team, you’ll shape culture, set service standards, recruit and develop the Guest Experience team, and bring the guest journey to life

Qualifications

• Front Office leadership experience in premium or luxury hotels.
• Coaching, mentoring and developing high-performing teams.
• Attention to detail with proactive, solutions-focused mindset.
• Experience with hotel PMS systems (Opera Cloud or similar).
• Strong commercial awareness with budgeting and rostering responsibilities.
• Able to work in a fast-paced luxury environment and deliver exceptional service.
• Flexibility to work across a rotating 24/7 roster.

Responsibilities

• Lead the Guest Experience team to deliver consistently exceptional service.
• Drive a guest-first culture with personal, effortless interactions.
• Recruit, onboard and develop a high-performing Front Office team.
• Contribute to pre-opening readiness: systems, standards and training.
• Manage daily Front Office operations including Reception, Guest Services, PBX and overnight shifts.
• Build relationships with VIPs, returning guests and key stakeholders.
• Monitor guest feedback and online reputation to drive improvements.
• Collaborate with Housekeeping, F&B and other departments to ensure seamless experiences.
• Ensure compliance with brand standards, WHS and safety procedures.

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

Ready to Lead Something Extraordinary?

If you're ready to inspire a team, shape a new guest experience from the ground up and become part of one of Sydney's most exciting hotel openings, we'd love to hear from you.