Front Office Manager

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

Benefits offered by this job

Complimentary accommodation at Hyatt

Discounted accommodation for staff

Wellbeing Leave

Headspace membership

Employee Assistance Program

Learning and development investment

Gym access

Job summary

Hyatt Regency Brisbane is seeking a personable and detail-oriented Front Office Manager to lead the Front Office team at our Brisbane property. You will report to the Director of Operations and oversee Front Desk and Bell/Concierge operations, ensuring a seamless guest journey from check-in to check-out.

The role requires leadership of a large frontline team, strong customer service, and proficiency with Opera.

Qualifications

• Front Office leadership experience in a similar role at a large five-star hotel.
• Strong written and verbal communication skills.
• Experience recruiting, onboarding and developing a front office team.

Responsibilities

• Oversee Front Office operations from reservations through check-out.
• Manage Front Office staffing, rosters and labour costs.
• Monitor guest feedback and address issues with other departments.
• Coordinate with Guest Experience Manager and VIP arrivals.
• Support recruitment, onboarding and performance feedback.
• Contribute to room revenue and occupancy strategies with Revenue teams.
• Grow World of Hyatt enrolments and upselling opportunities.
• Maintain Front Office procedures and hotel standards.

Skills

Front Office leadership

Guest service

Staff mentoring

Communication

Shift flexibility

People management

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 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

With enriching work comes amazing rewards! Some of our colleague benefits include:

• Complimentary accommodation at Hyatt properties worldwide
• Discounted accommodation for associates as well as friends and family
• Wellbeing Leave
• 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