Front Office Manager

66FFA; Gold Coast City; On-site; AUD 120,000 - 170,000; Full time

Job summary

AC Hotel by Marriott Gold Coast is seeking a seasoned Front Office Manager to lead the guest arrival and departure experience in a pre-opening environment. You will establish and oversee Front Desk, Guest Services, Bell Services, Reservations, Communications, and Concierge, ensuring an efficient, guest-centric operation from day one.

You will shape the culture and service style, develop a high-performing team, and balance people development with operational excellence and financial outcomes as

Qualifications

• Minimum 4 years' leadership experience in Front Office or hotel operations.
• Degree or Diploma in Hospitality/Hotel Management or related discipline.
• Experience leading large and diverse hotel teams is highly regarded.

Responsibilities

• Lead, coach, and develop a diverse front office team.
• Oversee all front office operations with focus on guest experience.
• Manage budgets and labour costs to achieve objectives.
• Drive a high-performance culture focused on engagement and improvement.
• Recruit, onboard, and develop team members.
• Ensure brand standards and policies are followed.

Skills

Front Office Leadership

People Management

Communication

Budgeting & Opex

Change Management

Education

Degree/Diploma in Hospitality/Hotel Management or related

Job description

Additional Information

Job Number26120520

Job CategoryRooms & Guest Services Operations

Location42 Ferny Avenue, Gold Coast, Queensland, Australia, 4217VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Management

***Applicants must hold unrestricted Australian work rights to be considered for this position. Please specify in your cover letter whether you are an Australian Citizen, Permanent Resident, or the visa you currently hold. Candidates who do not have full work rights in Australia, including Student Visa and Working Holiday Visa holders, will not be considered.***

AC Hotel by Marriott Gold Coast is set to bring a fresh, modern hospitality experience to one of Australia's most iconic destinations. Perfectly positioned along the Nerang River and moments from the heart of Surfers Paradise, the hotel will blend contemporary design, thoughtful service, and European-inspired sophistication in a vibrant waterfront setting.

Part of Marriott International's global portfolio of more than 30 hotel brands, AC Hotels by Marriott is known for its purposeful design, refined style, and focus on the details that matter most. Created for modern travellers, the brand delivers a seamless experience through elegant spaces, intuitive service, and a culture of excellence.

This is a unique pre-opening opportunity to join the foundation team and play a key role in shaping the culture, standards, and guest experience from day one. As one of the hotel's first associates, you will have the chance to influence how the hotel operates, contribute to building a high-performing team, and help bring an exciting new Marriott destination to life.

At Marriott International, we believe our people are the heart of our success. We are committed to developing talent, fostering inclusion, and creating opportunities for our associates to grow their careers while making a meaningful impact. This is more than a job; it's an opportunity to help create something special from the very beginning

Lead a High-Performing Front Office Team

We are seeking an experienced and inspiring Front Office Manager to lead the guest arrival and departure experience. As a key member of the pre-opening leadership team, you will be responsible for establishing and leading all front office operations, including Front Desk, Guest Services, Bell Services, Reservations, Communications, and Concierge functions, ensuring a seamless, efficient, and thoughtfully designed guest journey.

Reflecting the AC Hotels brand philosophy of purposeful service, elegant simplicity, and attention to the details that matter most, you will create an environment where associates are empowered to deliver intuitive service while maintaining operational excellence and commercial performance.

Reporting directly to the Operations Manager, you will play a pivotal role in shaping the culture, standards, and service style of the hotel from day one. You will lead, develop, and inspire a high-performing team, balancing people development, operational efficiency, and financial outcomes to ensure AC Hotel Gold Coast opens as the destination's leading lifestyle hotel.

This is a rare opportunity to be part of a pre-opening journey, building the front office operation from the ground up and leaving your mark on a new Marriott destination along the Gold Coast waterfront.

Key Responsibilities

• Lead, coach, and develop a diverse front office team to achieve operational excellence.


• Drive a positive, high-performance culture focused on engagement, recognition, and continuous improvement.


• Oversee all front office operations, ensuring efficiency, service standards, and brand compliance.


• Manage departmental budgets, labour costs, and financial performance to achieve business objectives.


• Monitor guest feedback and operational metrics to identify opportunities for improvement.


• Partner closely with other hotel departments to deliver a seamless and collaborative operation.


• Champion training, succession planning, and talent development initiatives.


• Resolve complex guest concerns professionally and effectively.


• Ensure compliance with policies, procedures, and workplace standards.


• Lead recruitment, onboarding, performance management, and development of team members.

About You

To be successful in this role, you will bring:

• Proven leadership experience within Front Office, Rooms Division, or Hotel Operations.


• Strong people leadership skills with a passion for coaching and developing others.


• Exceptional communication and relationship-building abilities.


• Sound commercial acumen with experience managing budgets and operational performance.


• A hands-on leadership style with the ability to motivate teams and drive results.


• Strong problem-solving skills and the ability to perform in a fast-paced environment.


• A commitment to fostering an inclusive, engaging, and high-performing workplace culture.


• A passion for creating memorable guest experiences through thoughtful service, attention to detail, and operational excellence.


• Highly adaptable and flexible, with the ability to thrive in a dynamic pre-opening environment and effectively navigate changing priorities.


• Experience leading teams through change, opening projects, or operational transformations will be highly regarded.

Qualifications & Experience

• Minimum 4 years' experience in Front Office, Guest Services, or a related hospitality leadership role; or


• Degree or Diploma in Hospitality Management, Hotel Management, Business, or a related discipline, coupled with relevant leadership experience.


• Experience leading large and diverse teams in a hotel environment is highly regarded.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At AC Hotels, we believe attention to detail is the greatest form of generosity we can offer. Whether it’s the artful pour of a drink or the sleek, edited environment, AC Hotels and our family members believe that if we have time to make it, we have time to make it beautiful. Our guests recognize and appreciate the precise design of AC Hotels and the detail-oriented nature of our family members. If you are looking for true hospitality, AC Hotels offers the perfect environment. Family members express a global mindset and passion for detail. They present a natural curiosity to learn and try new things. Whether staying current with trends in art, technology, or design, family members are eager to share with guests and others.

Family members look to delight others and always ask themselves how they can improve the service experience. If this sounds like you, we invite you to explore career opportunities with AC Hotels. In joining AC Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.