Front Office Lead: Guest Experience & Ops

Crown Resorts Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Crown Resorts Limited in Melbourne seeks an experienced Assistant Front Office Manager to oversee Front Desk, Bell Desk and Valet, driving exceptional guest service in a luxury setting. Reporting to the Front Office Manager, you will lead and develop a high‑performing team, manage daily operations, resolve guest enquiries, monitor inventory, and collaborate with Housekeeping, Reservations and VIP Services.

The role requires strong leadership, commercial awareness, OPERA PMS experience, and a

Qualifications

• Proven hotel leadership experience in a Rooms/Front Office environment.
• Excellent guest-service and communication skills.
• Strong organisational and problem-solving abilities.

Responsibilities

• Lead and develop the Front Office team to deliver consistent service.
• Oversee daily Front Office, Front Desk, Bell Desk and Valet operations.
• Handle guest enquiries and complaints with timely resolutions.
• Coordinate with Housekeeping, Reservations, VIP Services and other departments.
• Analyse staffing and costs and identify optimisation opportunities; support upselling initiatives.
• Maintain accurate operational reporting and standards across the hotel.

Skills

People leadership

Guest service

Communication skills

Organisational skills

Problem-solving

Commercial awareness

Education

Hospitality or business qualification

Tools

OPERA PMS

Microsoft Office

Job description

Crown Resorts Limited in Melbourne seeks an experienced Assistant Front Office Manager to oversee Front Desk, Bell Desk and Valet, driving exceptional guest service in a luxury setting. Reporting to the Front Office Manager, you will lead and develop a high‑performing team, manage daily operations, resolve guest enquiries, monitor inventory, and collaborate with Housekeeping, Reservations and VIP Services.

The role requires strong leadership, commercial awareness, OPERA PMS experience, and a