Front Office Manager

Hyatt Regency; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Complimentary accommodation worldwide

Discounted accommodation for team and

Headspace membership for Hyatt staff

Employee Assistance Program

Learning and development opportunities

Access to hotel gym facilities

Job summary

Hyatt Regency Brisbane is seeking a personable Front Office Manager to lead our Front Desk and Bell/Concierge teams, reporting to the Director of Operations.

You will drive guest service excellence, oversee staffing and rosters, manage guest feedback, and collaborate with Revenue and Reservations to optimise occupancy and room revenue. Unrestricted working rights in Australia.

Qualifications

• Proven Front Office leadership experience in a large five-star hotel.
• Strong proficiency with Opera and related RMS/operating systems.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee Front Office operations across the guest journey, from reservations and enquiries through to check-in and check-out.
• Manage Front Office staffing, rosters and labour costs to meet guest and business needs.
• Monitor guest feedback and service trends, and address recurring issues with other departments.

Skills

Front Office leadership

Guest service excellence

Opera (PMS)

Team mentoring

Tools

Opera

Job description

At Hyatt we care for people so they can be their best. Care comes from an authentic place of empathy and human connection. We do this by truly seeing people and getting to know them as unique individuals, to enable us to design and deliver personal experiences. We believe in the power of belonging - of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences and jobs into careers.

We are seeking a personable and detail-oriented Front Office Manager to lead our Front Office team at Hyatt Regency Brisbane. Reporting to the Director of Operations, you will lead both Front Desk and Bell/Concierge teams.

What you’ll be doing

As Front Office Manager, you’ll lead and mentor the team, helping people do their best work while delivering thoughtful service to our guests. You’ll have room to make things happen and shape how the department works day to day.

The work is varied and hands-on, with the opportunity to build your hospitality career and a pathway to future senior operational leadership roles.

What you will do:

Oversee Front Office operations across the guest journey, from reservations and enquiries through to check-in and check-out.

Manage Front Office staffing, rosters and labour costs to meet guest and business needs

Monitor guest feedback and service trends, and work with other departments to address recurring issues

Coordinate with Guest Experience Manager, VIP arrivals, special requests and service recovery with relevant hotel teams

Support recruitment, onboarding, performance feedback and succession planning for the team

Contribute to room revenue and occupancy strategies in partnership with Revenue and Reservations teams

Develop practical ways to grow World of Hyatt enrolments and support upselling.

Handle and resolve guest concerns efficiently, escalating matters when needed.

Maintain Front Office procedures, training and compliance with hotel standards

Support emergency preparedness, security procedures and incident reporting

Monitor hotel inventory each day and make sure room assignments reflect guests’ needs.

What you’ll bring

You’ll be a natural host who enjoys making people feel welcome and going the extra mile.

A genuine interest in people and a passion for developing and mentoring a team.

Front Office leadership experience in a similar role at a large five-star hotel.

Strong proficiency with Opera and general operating systems.

Excellent written and verbal communication skills.

A high standard of grooming and personal presentation.

Flexibility to work a range of shifts, including early mornings, late nights, overnight shifts, weekends and public holidays.

Unrestricted working rights in Australia.

THE PERKS

• Complimentary accommodation at Hyatt properties worldwide
• Discounted accommodation for associates as well as friends and family
• Complimentary Headspace membership for Hyatt associates
• Complimentary Employee Assistance Program available for colleagues & immediate family
• Real investment into your learning and development
• Access to hotel gym facilities

A career with Hyatt opens a world of opportunities. We have continually been named one of the World’s Best Multinational Workplaces.

If you love hospitality, take pride in the details and enjoy creating exceptional guest experiences, we’d love to hear from you.

Our values of Empathy, Creativity, Fun, Humility, Integrity and Respect are at the core of what we do. Our family atmosphere is what keeps our associates highly engaged. To get a peek into how our colleagues experience the brand, check out #InAHyattWorld or #WorldofHyatt at www.brisbane.regency.hyatt.com