Front Office Leader — Kimpton-Style Guest Experience

IHG; Adelaide; On-site; AUD 70,000 - 95,000; Full time

Job summary

Kimpton Mayfair Hotel Adelaide is seeking an Assistant Front Office Manager to lead and develop the Front Office team, delivering the Kimpton guest experience with warmth, personalization and consistency.

You will oversee daily operations, guest interactions, and collaboration across departments to ensure seamless stays, accurate billing and exceptional service. A strong hospitality background and leadership experience are essential to thrive in this role.

Qualifications

• Qualification in Hotel Management, Hospitality or Business Administration, or equivalent experience.
• 3–5 years' hotel Front Office experience, including at least 2 years in a supervisory or management role.
• Proven ability to lead, coach and develop teams, driving a positive and high-performing culture.
• Strong knowledge of Front Office operations, hotel systems (Opera Cloud), Night Audit and guest billing.
• Demonstrated experience managing guest complaints, service recovery and operational challenges.
• Commercial acumen, with an understanding of hotel revenue, occupancy, ADR and departmental performance.
• Excellent communication, problem-solving and decision-making skills.
• A genuine passion for hospitality and delivering exceptional, personalised guest experiences.

Responsibilities

• Lead, coach and develop the Front Office team to deliver Kimpton's distinctive style of warm, personalised service.
• Create an inclusive and collaborative team environment where colleagues feel supported, valued and empowered to succeed.
• Coaching and developing colleagues through regular feedback, onboarding, training and cross-training opportunities.
• Coordinate daily Front Office operations, staffing, shift priorities and task allocation to meet business levels and guest needs.
• Lead pre-shift briefings, communicating arrivals, VIPs, special occasions, guest preferences and operational priorities.
• Be a visible and approachable presence, building genuine guest connections and ensuring every guest feels welcomed and valued.
• Take ownership of guest feedback, complaints and service recovery, resolving concerns with empathy and ensuring appropriate follow-up.
• Work closely with Housekeeping, Food & Beverage, Reservations and other departments to deliver a seamless guest journey.
• Drive Front Office performance by identifying opportunities to maximise occupancy, room rates, ancillary revenue and IHG One Rewards enrolments.
• Oversee guest billing, account accuracy, credit procedures and Front Office financial controls, including the Night Audit function when required.
• Monitor guest feedback, service standards and operational performance, identifying opportunities for continuous improvement.
• Ensure Front Office operations meet IHG and Kimpton standards, including brand compliance, health and safety, security, privacy and responsible business practices.
• When rostered as Duty Manager, provide operational leadership across the hotel, coordinating responses to incidents and emergencies.

Skills

Front Office Leadership

Guest Service Excellence

Staff Coaching

Operations Knowledge

Education

Hotel Management Diploma

Business Administration Degree

Tools

Opera Cloud

PMS Systems

Job description

Kimpton Mayfair Hotel Adelaide is seeking an Assistant Front Office Manager to lead and develop the Front Office team, delivering the Kimpton guest experience with warmth, personalization and consistency.

You will oversee daily operations, guest interactions, and collaboration across departments to ensure seamless stays, accurate billing and exceptional service. A strong hospitality background and leadership experience are essential to thrive in this role.