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

Ovolo Hotels; Sydney; On-site; AUD 90,000 - 150,000; Full time

Benefits offered by this job

Hotel discounts

F&B discounts

Wellness initiatives

Career progression opportunities

Job summary

Ovolo Sydney is preparing to unveil an exciting new chapter and seeks a Front Office Manager (Guest Experience) to lead the team delivering memorable arrivals, stays and departures.

You’ll shape culture, recruit and develop a high-performing Guest Experience team, manage daily operations, and ensure brand standards while collaborating with other departments.

This hands-on leadership role requires a passion for service, coaching, and a rotating 24/7 roster in a luxury lifestyle hotel environment.

Qualifications

• Front Office leadership in premium or luxury hotels.
• Strong coaching and team development skills.
• Experience with budget management and rostering; proud service standards.

Responsibilities

• Lead, coach and inspire the Guest Experience team to deliver exceptional service.
• Drive a guest-first culture with personal and memorable interactions.
• Recruit, onboard and develop a high-performing Front Office team.
• Oversee pre-opening systems implementation, service standards and readiness.
• Manage daily Front Office operations including Reception and Guest Services.
• Build relationships with VIPs and key stakeholders.
• Monitor feedback and drive improvements in guest experience.
• Collaborate with Housekeeping, F&B and other departments to deliver seamless guest experiences.

Skills

Front Office Leadership

Guest Experience

Coaching

Budgeting & Rostering

PMS Systems (Opera Cloud)

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.