Front Office Manager: Guest Experience (Luxury Pre-Open)

Ovolo Group; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Hotel discounts across the Ovolo group

Food & beverage discounts

Wellness initiatives

Learning and development opportunities

Internal career progression

Job summary

Ovolo Group in Sydney is seeking a hands-on Front Office Manager (Guest Experience) to lead our pre-opening Guest Experience team and shape a memorable guest journey from day one. You will recruit, coach and empower a premium Front Office team to deliver consistently elevated service across the arrivals, stays and departures.

You’ll partner with multi-department leaders to set standards, manage budgets and schedules, and drive guest satisfaction in a fast-paced luxury environment.

Qualifications

• Previous Front Office leadership experience in premium or luxury hotels.
• Coaching, mentoring and developing high-performing teams.
• Exceptional communication and relationship-building skills.
• Proactive, solutions-focused mindset with outstanding attention to detail.
• Experience with hotel PMS systems (Opera Cloud or similar preferred).
• Strong commercial awareness with experience budgeting, payroll and rostering.
• Confident in fast-paced environments while maintaining service standards.
• Flexibility to work a rotating 24/7 roster.

Responsibilities

• Lead the guest arrival, stay and departure experience; set tone for service.
• Coach and inspire the Guest Experience team to deliver exceptional service.
• Drive a guest-first culture with personal, effortless interactions.
• Recruit, onboard and develop a high-performing Front Office team.
• Support pre-opening initiatives: systems, service standards and training.
• Oversee Reception, Guest Services, PBX and overnight operations.
• Build relationships with VIPs, returning guests and stakeholders.
• Monitor feedback and online reputation; implement service recovery.
• Drive productivity, labour management and financial outcomes.
• Collaborate with Housekeeping, F&B and other departments to ensure seamless experiences.
• Ensure compliance with brand standards, WHS, security and procedures.

Skills

Front Office leadership

Coaching & mentoring

Communication skills

Attention to detail

Budgeting & rostering

PMS experience

Tools

Opera Cloud

Job description

Ovolo Group in Sydney is seeking a hands-on Front Office Manager (Guest Experience) to lead our pre-opening Guest Experience team and shape a memorable guest journey from day one. You will recruit, coach and empower a premium Front Office team to deliver consistently elevated service across the arrivals, stays and departures.

You’ll partner with multi-department leaders to set standards, manage budgets and schedules, and drive guest satisfaction in a fast-paced luxury environment.