Front Office Manager

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 Collection is a bold and sustainably minded hotel group redefining luxury hospitality in Australia.

Driven by our spirit of wonder, we create locally unique hotels, restaurants and guest experiences that reflect the character of their place and the personality of our people. We believe luxury should feel considered, creative and responsible, with experiences that leave a positive impression on our guests, our collaborators and the communities we are part of.

As our collection continues to grow, including the opening of Crystalbrook Sam in Adelaide at the end of 2026 and Crystalbrook Aurora in Canberra in early 2027, we are entering an exciting new chapter.

Guided by our values — We are Customer Obsessed, We are Collaborators and We are Courageous — we are building more than hotels. We are building careers, experiences and a new standard of hospitality.

Crystalbrook Flynn is the social butterfly of Cairns — bold, energetic and always at the centre of the action.

Located in the heart of the Cairns CBD and just steps from the Esplanade, Crystalbrook Flynn brings together stylish accommodation, vibrant dining and a lively sense of personality. With 311 rooms and suites, three of the city’s most exciting restaurants and bars, two glass swimming pools, conference and event spaces, Eleme Day Spa and a 24-hour fitness centre, Crystalbrook Flynn is designed for connection, celebration and memorable guest experiences.

Fresh, fun and full of energy, Crystalbrook Flynn is a hotel that never stands still - where innovation, style and tropical city living come together.

The Opportunity:

As Front Office Manager, you will set the tone for every stay at Crystalbrook Flynn, from the first welcome to the final farewell. You will lead Front Office operations across Guest Services, the Porter team, Switchboard and Night Audit. Together with your team, you will bring genuine care, precision and warmth to every touchpoint, creating experiences that feel seamless, personal and unmistakably Flynn.

Reporting to the Operations Manager, you will lead from the front, inspiring and developing a high-performing team while creating a culture of collaboration, accountability and service excellence. As a visible and trusted presence across the hotel, you will connect with guests, anticipate their needs and empower your team to create experiences that leave a lasting impression.

Beyond the day-to-day operation, you will have genuine scope to influence the performance and evolution of the guest journey. You will balance exceptional experiences with strong commercial outcomes, managing labour, productivity and departmental performance while using guest feedback to identify trends and drive meaningful improvement.

Working closely with Housekeeping, Reservations and Finance, you will help create a connected experience across every stage of the guest stay. As a key member of the Hotel Leadership Team, you will regularly lead shifts as Manager on Duty and contribute to broader operational decision-making.

This is a full-time position working across a seven-day roster, including weekends and public holidays.

The Talent:

You are a confident, people-centric leader who thrives in a dynamic hospitality environment. With a passion for service excellence and a collaborative leadership style, you inspire your team to deliver elevated guest experiences.

You will bring:

• Proven experience in a Front Office leadership role
• Demonstrated experience using Opera Cloud
• A strong understanding of the end-to-end guest journey and service excellence
• Knowledge of reservations systems, including exposure to group block management
• Experience evaluating guest feedback and implementing service improvements
• Strong leadership skills with the ability to coach, motivate and develop high-performing teams
• Sound financial and commercial acumen, including labour management, forecasting and budgeting
• Proven ability to develop rosters and plan daily operations in line with business needs
• 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 will be highly regarded.

Why Us:

You will work alongside exceptional people in a supportive, collaborative and agile environment.We are proud to offer a range of industry-leading benefits that support your lifestyle, career and wellbeing including:

• 50% F&B discount across all Crystalbrook restaurants and bars
• $99 room rates and a generous friends and family discount
• Enhanced parental leave and lifestyle benefits
• A commitment to a green future through sustainable luxury practices
• Access to our internal mobility program and team reward schemes
• Online learning and training platforms and tailored career development pathways
• A culture of collaboration, diversity and elevated experiences
• Limitless career opportunities in a fast-growing, dynamic environment
• Regular service recognition and team engagement events

Crystalbrook Collection is an award-winning hotel development and management company, home to one of Australia’s newest portfolios of distinctive upscale hotels, restaurants and bars.

In just eight years, we have grown to own and manage more than AU$1 billion in luxury hotel assets across New South Wales and Queensland, with exciting new hotels planned for Adelaide and Canberra in 2026 and 2027.With continued ambition for growth across Australia and internationally, Crystalbrook Collection is proudly shaping a bold and distinctive future in hospitality.

We’re proud to foster a workplace that supports equality, inclusion and accessibility. We welcome applications from all genders, ages, backgrounds, cultures and religions.

If you have a health condition or disability, please let us know early in the recruitment process so we can provide the appropriate support to ensure you can perform at your best.

As part of our recruitment and compliance process, we may request eligibility documents, police checks and employment references.