Front Office Leader - Luxury Hotel Experience

Crystalbrook Collection; Cairns Regional; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

50% F&B discount across Crystalbrook

Room rates discount

Parental leave enhancements

Sustainable luxury practices

Internal mobility program

Online learning platforms

Job summary

Crystalbrook Flynn in Cairns is seeking a Front Office Manager to lead Guest Services, the Porter team, Switchboard and Night Audit. You will drive service excellence and coach a high-performing team across a seven-day roster, including weekends and public holidays.

Reporting to the Operations Manager, you will partner with Housekeeping, Reservations and Finance to deliver seamless guest journeys and strong commercial outcomes.

Qualifications

• Proven experience in a Front Office leadership role.
• Experience using Opera Cloud.
• Understanding of end-to-end guest journey and service excellence.
• Knowledge of reservations systems, including group block management.
• Experience evaluating guest feedback and implementing service improvements.
• Strong leadership, coaching and development skills.
• Financial and commercial acumen, including labour management, forecasting and budgeting.
• Ability to develop rosters and plan daily operations.
• Excellent organisational, communication and problem-solving skills.
• Availability to work across a 7-day roster, including weekends and public holidays.
• Experience within a luxury or lifestyle hotel environment preferred.

Responsibilities

• Lead Front Office operations across Guest Services, the Porter team, Switchboard and Night Audit.
• Create experiences that feel seamless, personal and unmistakably Flynn.
• Lead shifts as Manager on Duty and contribute to broader operational decisions.
• Balance exceptional guest experiences with strong commercial outcomes and manage labour.
• Collaborate with Housekeeping, Reservations and Finance to ensure a connected guest journey.

Skills

Front Office leadership

Opera Cloud

Guest journey

Reservations systems

Guest feedback analysis

Team leadership

Labour management

Forecasting

Budgeting

Roster planning

Organisational skills

Availability weekends

Luxury hotel experience

Job description

Crystalbrook Flynn in Cairns is seeking a Front Office Manager to lead Guest Services, the Porter team, Switchboard and Night Audit. You will drive service excellence and coach a high-performing team across a seven-day roster, including weekends and public holidays.

Reporting to the Operations Manager, you will partner with Housekeeping, Reservations and Finance to deliver seamless guest journeys and strong commercial outcomes.