Front Office Lead: Guest Experience & Shift Operations

Stamford Plaza Melbourne; Melbourne; Vor Ort; AUD 75.000 - 105.000; Vollzeit

Benefits dieser Stelle

Discounted meals

Provided meals during shifts

Dry cleaning allowance

Career growth opportunities

Zusammenfassung

Stamford Plaza Melbourne is seeking a confident Front Office Duty Manager to lead the front office team and ensure a seamless guest experience from check-in to check-out.

This permanent full-time role requires overseeing daily operations, managing guest feedback, and coordinating with departments to uphold standards. A rotating roster, including weekends and public holidays, is part of the role.

Qualifikationen

• Experience in front office leadership or duty manager roles.
• Strong guest service mindset with calm under pressure.
• Excellent communication, problem solving and decision making.

Aufgaben

• Oversee day-to-day front office operations during shifts.
• Lead front desk, concierge and guest services teams.
• Manage guest check-ins/outs and ensure welcoming experience.
• Handle guest feedback and service recovery with professionalism.
• Coordinate with other departments during shifts.
• Maintain brand standards and shift handovers.
• Support training, coaching and performance feedback.

Kenntnisse

Leadership

Guest service mindset

Communication

Problem solving

Decision making

Staff training

Coaching

Roster management

Front office leadership

Tools

Opera PMS

RMS

Jobbeschreibung

Join one of Stamford Plaza Melbourne’s most dynamic departments in a pivotal leadership role!

We're seeking a confident, service-driven Front Office Duty Manager to oversee daily front office operations and ensure our guests receive a seamless and exceptional experience from check-in to check-out.

• Permanent full time position
• Flexibility to work across a 7 day roster including weekends, evening and public holidays
  
  

About Stamford Hotels And Resorts

Stamford Hotels and Resorts, a part of the Stamford Group, manages the Group’s portfolio of luxury premium hotels located in Australia. The hotel portfolio consists of nearly 1800 rooms and over 1000 employees. In addition to the hotels, the Stamford Group owns a portfolio of premium commercial office properties internationally, and is involved in the development of high end luxury residential units in Australia.

At Stamford Hotels and Resorts, we understand that our people are our greatest asset. We strive to retain, develop and reward passionate and success-orientated professionals at all levels. In our pursuit for excellence, we encourage entrepreneurial thinking, challenge the status quo and inculcate a sense of ownership while fostering an environment of transparency, collaboration, respect and integrity among our employees, business partners and the larger community.

About The Role

As Front Office Duty Manager, you'll be the go to person during your shift, responsible for leading the front office team, handling guest feedback, and ensuring hotel standards are consistently met and exceeded.

You'll be the face of the hotel during your shift, setting the tone for professionalism, service excellence, and guest satisfaction.

Reporting directly to the Front Office Manager, you'll play a key role in coaching and developing team members, managing service recovery situations, and supporting the smooth coordination between departments.

You’ll be responsible for monitoring arrivals and departures, managing room inventory, and ensuring that each guest experience is delivered with warmth, efficiency, and attention to detail.

Core Responsibilities

In this hands on leadership role, you will be responsible for overseeing the day-to-day operations of the front office while ensuring a seamless guest experience. Acting as the senior leader on shift, you will support and guide the team, resolve guest issues with professionalism, and uphold the hotel’s service standards. Your ability to lead by example, think on your feet, and maintain operational flow will be key to your success in this position.

• Overseeing daily front office operations during assigned shifts
• Leading and supporting front desk, concierge, and guest services teams
• Managing guest check-ins and check-outs to ensure a smooth and welcoming experience
• Handling guest complaints, feedback, and service recovery with professionalism and urgency
• Acting as the senior point of contact for all departments during your shift
• Ensuring compliance with hotel policies, procedures, and brand standards
• Conducting shift briefings and ensuring effective handovers between shifts
• Assisting with staff training, coaching, and performance feedback
• Monitoring room availability, reservations, and allocation in coordination with Reservations and Housekeeping
• Managing incident reports, guest issues, and following up on resolutions
• Ensuring accurate financial transactions and completing shift audits
• Upholding a high level of safety, security, and emergency readiness throughout the hotel
• Supporting the Front Office Manager and stepping into their role as needed
  
  

About You

You are a confident and motivated hospitality professional with a passion for delivering exceptional guest service. With previous experience in front office operations and team supervision, you bring strong leadership skills, a calm and solutions-focused mindset, and the ability to think quickly under pressure.

You thrive in a dynamic, fast-paced environment and enjoy being the go-to person who can lead a team, resolve issues, and ensure every guest feels welcome and valued. Your communication is clear and professional, and you’re comfortable making decisions independently while also working collaboratively with others.

You’re organised, proactive, and committed to upholding high standards—whether that’s handling guest feedback, managing a busy check-in period, or supporting the development of your team.

You’ll Also Bring

• Previous experience in a front office leadership or duty manager role (hotel experience preferred)
• Strong guest service mindset with the ability to stay calm under pressure
• Excellent communication, problem-solving, and decision-making skills
• Comfortable working across a rotating roster, including weekends and public holidays
• Familiarity with hotel systems (e.g., Opera, RMS, or similar)
• First Aid and RSA certifications (or willingness to obtain)
• Flexibility to work across a 7-day roster including weekends, evenings, and public holidays
• Full and unrestricted Australian working rights
  
  

Benefits & Perks

• Discounted meals and non-alcoholic beverages
• Supplied meals during allocated rostered shifts
• Complimentary dry cleaning allowance
• Career growth opportunities
  
  

How To Apply

If you have the experience, we'll give you the opportunity.

Please submit a cover letter and resume. We thank you in advance for taking the time to apply for our exclusive role, please note that only shortlisted candidates will be contacted for an interview.

No recruitment agencies please.

Stamford Hotels and Resorts is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, covered under applicable law.

#SPM

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