Front Office Manager

DoubleTree by Hilton; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Bonus package

Travel discounts

Growth opportunities

Job summary

DoubleTree by Hilton Melbourne - Flinders Street is seeking an experienced Front Office Manager to lead our Front Office team and shape memorable guest experiences. You will be active in guest interactions, drive service excellence, and partner with leadership to deliver smooth, profitable operations aligned with Hilton standards.

You will coach and develop the team, manage rostering and payroll costs, and uphold safety and quality across the lobby and Front Desk.

Qualifications

• Experience leading Front Office teams in a hotel environment.
• Strong focus on guest experience and service standards.
• Proven ability to coach and develop team members.
• Excellent communication and interpersonal skills.
• Demonstrated problem-solving and conflict-resolution abilities.

Responsibilities

• Lead and inspire the Front Office team to deliver exceptional guest experiences and operational excellence.
• Maintain a visible presence in the lobby and Front Desk, engaging with guests and ensuring their needs are met.
• Build strong guest relationships by recognising returning guests and creating personalised and memorable experiences.
• Coach, mentor, and develop Team Members to build capability, confidence, and a culture of service excellence.
• Effectively manage guest feedback, concerns, and service recovery opportunities, ensuring positive and timely resolutions.
• Monitor guest satisfaction metrics and online reputation scores, and implement improvement initiatives.

Skills

Front Office leadership

Guest service excellence

Team coaching

Communication

Problem solving

Job description

This Position is for Australian residents only or applicants who have the legal right to work in Australia, visa sponsorship opportunities are not available.

About DoubleTree by Hilton Melbourne - Flinders Street

About the Role

As Front Office Manager, you will be the face of the hotel and a key driver of our guest experience culture. Leading a passionate Front Office team, you will create an environment where genuine hospitality, service excellence, and personalised guest care are at the forefront of every interaction.

This is a highly visible, hands-on leadership role where you will spend time engaging with guests and supporting your team to deliver outstanding service from arrival through to departure. You will inspire, coach, and develop your team while ensuring the Front Office operates efficiently, profitably, and in line with Hilton brand standards.

If you are a people-focused leader who thrives in a fast-paced environment and is passionate about creating unforgettable guest experiences, we'd love to hear from you.

What Will I Be Doing?

Lead and inspire the Front Office team to deliver exceptional guest experiences and achieve operational excellence.

Maintain a visible presence in the lobby and Front Desk, engaging with guests and ensuring their needs are met professionally and proactively.

Build strong guest relationships by recognising returning guests and creating personalised and memorable experiences.

Coach, mentor, and develop Team Members to build capability, confidence, and a culture of service excellence.

Effectively manage guest feedback, concerns, and service recovery opportunities, ensuring positive and timely resolutions.

Monitor and analyse guest satisfaction metrics and online reputation scores, implementing initiatives to continually improve results.

Drive departmental revenue opportunities through effective upselling, room allocation strategies, and guest engagement.

Manage rostering, payroll, labour costs, and departmental productivity to achieve business objectives.

Lead emergency response procedures when required, including acting as Chief Fire Warden and First Aid Officer.

What Are We Looking For?

To be successful in this role, you will have:

Previous experience as a Front Office Manager, Assistant Front Office Manager, or seasoned Duty Manager within a full-service hotel environment.

A genuine passion for hospitality and delivering exceptional guest experiences.

Strong leadership skills with a proven ability to engage, motivate, coach, and develop teams.

Excellent communication and interpersonal skills, with the ability to build positive relationships with guests, team members, and stakeholders.

Demonstrated problem-solving abilities and confidence managing guest concerns in a professional and empathetic manner.

The ability to thrive under pressure while maintaining exceptional service standards.

Strong commercial awareness with experience managing labour costs, payroll, productivity, and departmental performance.

Flexibility to work a rotating roster, including weekends, public holidays, and peak business periods.

A commitment to workplace health and safety and the ability to respond effectively in emergency situations.

What will it be like to work for Hilton?

At Hilton we know that our Team Members are the reason behind our success so in turn we are committed to ensuring that Hilton is a workplace where you can Thrive and make time for what matters most. Over the past five years, we have held our top spot as the #1 hospitality company in Australia as listed by the Great Places to Work institute. In 2026, Hilton ranked #2 across all industries in Australia! You can also look forward to receiving:

Worldwide travel discounts at unbelievable rates for you and your friends and family!

A competitive salary and bonus package

Free access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a few

A workplace culture that fosters personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeing