Front Office Leader – Guest Experience & Service Excellence

DoubleTree by Hilton; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Bonus package

Travel discounts

Growth opportunities

Job summary

DoubleTree by Hilton Melbourne - Flinders Street is seeking an experienced Front Office Manager to lead our Front Office team and shape memorable guest experiences. You will be active in guest interactions, drive service excellence, and partner with leadership to deliver smooth, profitable operations aligned with Hilton standards.

You will coach and develop the team, manage rostering and payroll costs, and uphold safety and quality across the lobby and Front Desk.

Qualifications

• Experience leading Front Office teams in a hotel environment.
• Strong focus on guest experience and service standards.
• Proven ability to coach and develop team members.
• Excellent communication and interpersonal skills.
• Demonstrated problem-solving and conflict-resolution abilities.

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, engaging with guests and ensuring their needs are met.
• 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 guest satisfaction metrics and online reputation scores, and implement improvement initiatives.

Skills

Front Office leadership

Guest service excellence

Team coaching

Communication

Problem solving

Job description

DoubleTree by Hilton Melbourne - Flinders Street is seeking an experienced Front Office Manager to lead our Front Office team and shape memorable guest experiences. You will be active in guest interactions, drive service excellence, and partner with leadership to deliver smooth, profitable operations aligned with Hilton standards.

You will coach and develop the team, manage rostering and payroll costs, and uphold safety and quality across the lobby and Front Desk.