Front Office Manager

Lancemore Group; Cairns Regional; On-site; AUD 90,000 - 130,000; Full time

Job summary

Lancemore Group is seeking an experienced Front Office Manager for Alamanda Palm Cove Hotel to lead guest-centric service and frontline operations. You will drive staff development, ensure smooth arrivals and departures, and elevate guest experiences across the entire journey.

This hands-on role requires strong leadership, communication, and a proactive approach to service recovery. You will partner with departments to maintain high standards, manage rosters, and support recruitment and training

Qualifications

• Experience in a Front Office leadership role with a service focus.
• Proven ability to lead, develop people and deliver guest experiences.
• Excellent communication, organization and problem-solving skills.

Responsibilities

• Lead and support the Front Office team to deliver exceptional guest experiences.
• Oversee daily Front Office operations including arrivals, departures, reservations and guest enquiries.
• Coach, develop and motivate team members to achieve high service standards.
• Manage rosters, staffing requirements and day-to-day operational priorities.
• Handle guest feedback, complaints and service recovery professionally and effectively.
• Ensure smooth communication across Front Office, Housekeeping and other departments.
• Maintain knowledge of room rates, packages, hotel services and local experiences.
• Monitor standards and identify opportunities to improve the guest journey.
• Support recruitment, onboarding, training and performance development.
• Ensure hotel procedures and service standards are followed.
• Support the General Manager with operational priorities and initiatives.

Skills

Front Office Leadership

Guest Service Excellence

Communication

Problem-solving

PMS systems

Tools

PMS systems

RMS

Trust systems

Job description

• Advance Your Leadership Career in Luxury Hospitality
• Work with a great team in an exceptionally beautiful location
• Full-time role | Potential sponsorship opportunity

We have an exciting opportunity for an experienced and service-focused Front Office Manager to lead the Front Office operation at our stunning Alamanda Palm Cove Hotel.

Reporting to the General Manager, you will lead the Front Office team and take ownership of delivering exceptional guest experiences across every stage of the guest journey. This is a hands-on leadership role suited to someone who enjoys developing people, improving service standards and creating memorable experiences for our guests.

ABOUT THE ROLE:

• Lead and support the Front Office team to deliver exceptional guest experiences
• Oversee daily Front Office operations including arrivals, departures, reservations and guest enquiries
• Coach, develop and motivate team members to achieve high service standards
• Manage rosters, staffing requirements and day-to-day operational priorities
• Handle guest feedback, complaints and service recovery professionally and effectively
• Ensure smooth communication and collaboration across Front Office, Housekeeping and other operational departments
• Maintain strong knowledge of room rates, packages, hotel services and local experiences
• Monitor operational standards and identify opportunities to improve the guest journey
• Support recruitment, onboarding, training and performance development of Front Office team members
• Ensure hotel procedures, systems and service standards are consistently followed
• Support the General Manager with operational priorities and broader hotel initiatives as required

ABOUT YOU:

• Previous experience in a Front Office Manager, Assistant Front Office Manager or similar hotel leadership role
• Strong leadership skills with a genuine passion for developing people
• Demonstrated experience delivering exceptional guest service
• Excellent communication, organisation and problem-solving skills
• Confident handling guest concerns and service recovery
• Strong understanding of hotel Front Office operations and PMS systems
• Experience with RMS and Trust systems would be advantageous
• Ability to manage competing priorities in a fast-paced hospitality environment
• Commercial awareness and a strong focus on operational performance
• A warm, professional and hands-on leadership style
• Flexibility to work across the operational needs of the hotel
• Current Australian working rights, or eligibility for employer sponsorship where appropriate

POTENTIAL SPONSORSHIP: Employer sponsorship may be considered for a suitably qualified and experienced candidate, subject to eligibility and business requirements.

ABOUT US:

Ranked among Australia’s leading hotels, Alamanda Palm Cove offers a unique luxury beachfront experience with spacious suites, the LM Spa, Nu Nu Restaurant, beautiful wedding facilities and tropical gardens, all set in an exceptional location overlooking the Coral Sea.

Lancemore Hotel Group

Founded in 1986, The Lancemore Group is a leading Australian boutique lifestyle hotel group.

• Our hotels offer boutique accommodation, conferences and meetings, weddings and events, wellness experiences and critically acclaimed restaurants
• We are proudly family owned and combine the scale of an established hotel group with the heart of a family company
• We believe in developing our people, creating career opportunities and empowering our teams to deliver outstanding guest experiences

Our Values

Fun | Authentic Hospitality | Caring | Ownership Mindset | Performance | Growth