Front Office Leader: Guest Experience & Ops Excellence

Hilton; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Travel discounts

Bonus potential

Learning & development (Harvard/Linked

Wellbeing programs

Job summary

Hilton Melbourne is seeking a Front Office Manager to lead the guest services team and drive hospitality excellence. You will oversee front desk operations, coach staff, and ensure memorable guest experiences from arrival to departure.

In this visible leadership role, you will manage rostering, budgeting, and service quality while maintaining Hilton brand standards in a fast-paced environment.

Qualifications

• Proven experience as Front Office Manager or similar in a full-service hotel.
• Strong leadership and coaching skills to develop teams.
• Excellent communication and guest relations abilities.
• Demonstrated ability to manage labour costs and productivity.

Responsibilities

• Lead and inspire the Front Office team to deliver exceptional guest experiences and operational excellence.
• Maintain a visible presence in the lobby and Front Desk, addressing guest needs proactively.
• Build relationships with guests, recognising returning visitors and personalising service.
• Coach and mentor Team Members to enhance capability and service culture.
• Manage guest feedback and service recovery with timely resolutions.
• Monitor guest satisfaction metrics and implement improvement initiatives.
• Drive revenue through upselling, room allocation, and guest engagement.
• Oversee rostering, payroll, labour costs, and productivity to hit targets.
• Lead emergency procedures as needed, including Chief Fire Warden duties.

Skills

Leadership

Guest experience

Staff development

Communication

Problem solving

Budgeting & payroll

Emergency response

Job description

Hilton Melbourne is seeking a Front Office Manager to lead the guest services team and drive hospitality excellence. You will oversee front desk operations, coach staff, and ensure memorable guest experiences from arrival to departure.

In this visible leadership role, you will manage rostering, budgeting, and service quality while maintaining Hilton brand standards in a fast-paced environment.