Front Office Leader: Elevate Guest Experience & Revenue

DoubleTree by Hilton; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

DoubleTree by Hilton Melbourne - Flinders Street is seeking an experienced Front Office Manager to lead our guest experience culture on a hands‑on, visible basis in a fast‑paced, full‑service hotel.

You will coach and develop the Front Office team, maintain a proactive guest focus, and drive service excellence while managing rostering, revenue opportunities, and departmental performance. The role requires strong hospitality leadership and a commitment to safety and brand standards.

Qualifications

• Previous experience as a Front Office Manager, Assistant Front Office Manager, or seasoned Duty Manager within a full‑service hotel environment.
• A genuine passion for hospitality and delivering exceptional guest experiences.
• Strong leadership skills with a proven ability to engage, motivate, coach, and develop teams.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with guests, team members, and stakeholders.
• Demonstrated problem‑solving abilities and confidence managing guest concerns in a professional and empathetic manner.
• The ability to thrive under pressure while maintaining exceptional service standards.
• Strong commercial awareness with experience managing labour costs, payroll, productivity, and departmental performance.
• Flexibility to work a rotating roster, including weekends, public holidays, and peak business periods.
• A commitment to workplace health and safety and the ability to respond effectively in emergency situations.

Responsibilities

• Lead and inspire the Front Office team to deliver exceptional guest experiences and achieve operational excellence.
• Maintain a visible presence in the lobby and Front Desk, engaging with guests and ensuring their needs are met professionally and proactively.
• Build strong guest relationships by recognising returning guests and creating personalised and memorable experiences.
• Coach, mentor, and develop Team Members to build capability, confidence, and a culture of service excellence.
• Effectively manage guest feedback, concerns, and service recovery opportunities, ensuring positive and timely resolutions.
• Monitor and analyse guest satisfaction metrics and online reputation scores, implementing initiatives to continually improve results.
• Drive departmental revenue opportunities through effective upselling, room allocation strategies, and guest engagement.
• Manage rostering, payroll, labour costs, and departmental productivity to achieve business objectives.
• Lead emergency response procedures when required, including acting as Chief Fire Warden and First Aid Officer.

Skills

Front Office Management

Leadership

Guest service

Job description

DoubleTree by Hilton Melbourne - Flinders Street is seeking an experienced Front Office Manager to lead our guest experience culture on a hands‑on, visible basis in a fast‑paced, full‑service hotel.

You will coach and develop the Front Office team, maintain a proactive guest focus, and drive service excellence while managing rostering, revenue opportunities, and departmental performance. The role requires strong hospitality leadership and a commitment to safety and brand standards.