Front Office Leader — Craft Guest Experiences & Mentor Team

Hyatt Hotels Corporation; Brisbane; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Complimentary accommodation at Hyatt

Discounted associate rates

Headspace membership

Employee Assistance Program

Learning & development

Gym access

Job summary

Hyatt Regency Brisbane is seeking a personable Front Office Manager to lead our Front Office and Bell/Concierge teams. Reporting to the Director of Operations, you will inspire service excellence and shape day-to-day department operations.

You will guide a large, five-star Front Desk team, mentor staff, and contribute to guest satisfaction and revenue strategies. This role requires flexibility across shifts and a strong hospitality mindset.

Qualifications

• Experience leading a Front Office team in a large five-star hotel.
• Strong hospitality service orientation with guest-centric mindset.
• Proven ability to mentor and develop team members.

Responsibilities

• Oversee Front Office operations from reservations to check-out.
• Manage staffing, rosters and labour costs to meet guest and business needs.
• Monitor guest feedback and coordinate with other departments to address issues.
• Coordinate with Guest Experience Manager, VIP arrivals and service recovery.
• Support recruitment, onboarding and performance feedback for the team.
• Contribute to room revenue and occupancy strategies with Revenue/Reservations teams.
• Develop ways to grow World of Hyatt enrolments and upsell.
• Handle guest concerns promptly, escalating when needed.
• Maintain Front Office procedures, training and compliance with hotel standards.
• Support emergency preparedness and security procedures.

Skills

Opera PMS

Front Office leadership

Guest service

Communication

Staff coaching/mentoring

Job description

Hyatt Regency Brisbane is seeking a personable Front Office Manager to lead our Front Office and Bell/Concierge teams. Reporting to the Director of Operations, you will inspire service excellence and shape day-to-day department operations.

You will guide a large, five-star Front Desk team, mentor staff, and contribute to guest satisfaction and revenue strategies. This role requires flexibility across shifts and a strong hospitality mindset.