Front Office Manager | InterContinental Sanctuary Cove Resort

IHG Hotels & Resorts; Gold Coast City; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Discounted stays across IHG Hotels & 2

F&B discounts

Enhanced parental leave

Wellbeing initiatives

Leadership development opportunities

Career milestone recognition

Transfer of entitlements

Discount platform access

Job summary

InterContinental Sanctuary Cove Resort on the Gold Coast is seeking a Front Office Manager to lead the Front Office, Concierge and Bell Services teams, driving guest satisfaction and the highest standards of service.

Reporting to the Director of Operations, you will manage budgets, workforce planning, and performance while developing a high-performing team that embodies genuine hospitality and the InterContinental brand. Flexibility for seven-day rosters is required.

Qualifications

• Proven experience in a senior Front Office leadership position within a large hotel, resort, or luxury hospitality environment.
• Strong commercial and financial acumen with experience managing budgets, productivity, and operational performance.
• Exceptional leadership skills with a demonstrated ability to coach, develop, and inspire teams.
• Experience driving service excellence and maintaining high guest satisfaction scores.
• Strong problem-solving, decision-making, and stakeholder management skills.
• Ability to balance operational priorities with strategic business objectives.
• Proactive, solutions-focused approach and commitment to continuous improvement.
• Availability to work a flexible seven-day roster, including weekends and public holidays as required.
• Qualifications in Hospitality, Tourism, Hotel Management, Business will be highly regarded.
• Current First Aid, CPR, and RSA certifications advantageous.
• A current unrestricted driver's licence.

Responsibilities

• Leading and developing Front Office, Concierge, and Bell teams to deliver exceptional guest experiences
• Driving guest satisfaction, service excellence, and brand standards across all Front Office operations
• Overseeing departmental performance, workforce planning, productivity, and labour management
• Managing financial performance, including budgets, forecasting, revenue opportunities, and cost control
• Coaching and mentoring leaders and team members to maximise engagement and development
• Using guest feedback, operational data, and commercial insights to drive continuous improvement
• Partnering closely with Rooms Division and wider resort leaders to achieve strategic objectives
• Managing VIP arrivals, guest recovery opportunities, and service excellence initiatives
• Building a positive, inclusive culture that supports team engagement, accountability, and performance
• Leading by example as a visible and approachable leader within the resort

Skills

Front Office leadership

Budget management

Guest service excellence

Staff coaching & development

Stakeholder management

Problem solving

Strategic thinking

Flexible roster

Education

Hospitality/Hotel Management/Business degree

Tools

First Aid Certification

CPR Certification

RSA Certification

Driver's Licence

Job description

Front Office Manager | InterContinental Sanctuary Cove Resort

At InterContinental Sanctuary Cove Resort, we create exceptional experiences in one of Australia's most iconic luxury resort destinations.

As the first InterContinental Resort to open in Australia, our resort blends timeless Queensland elegance with genuine hospitality, offering guests a unique escape surrounded by the natural beauty of Sanctuary Cove. As part of IHG Hotels & Resorts, the world's largest family of luxury and lifestyle brands, we are united by a shared commitment to delivering True Hospitality for Good and creating unforgettable moments for our guests.

We are currently seeking an experienced and inspiring Front Office Manager to lead our Front Office operations and play a pivotal role in shaping the guest experience across the resort.

About the Role

As Front Office Manager, you will lead the teams that create some of the most important moments in our guests' journey, from their first welcome to their final farewell.

Reporting to the Director of Operations, you will oversee Front Office, Concierge, and Bell Services operations, driving a culture of genuine hospitality, service excellence, and continuous improvement. This is a highly visible leadership role that combines operational expertise, commercial acumen, and people leadership to deliver outstanding guest satisfaction and business performance.

You will inspire and develop a high-performing team, foster strong interdepartmental collaboration, and ensure the resort consistently delivers the elevated experiences expected of the InterContinental brand.

Key responsibilities include:

• Leading and developing Front Office, Concierge, and Bell teams to deliver exceptional guest experiences
• Driving guest satisfaction, service excellence, and brand standards across all Front Office operations
• Overseeing departmental performance, workforce planning, productivity, and labour management
• Managing financial performance, including budgets, forecasting, revenue opportunities, and cost control
• Coaching and mentoring leaders and team members to maximise engagement and development
• Using guest feedback, operational data, and commercial insights to drive continuous improvement
• Partnering closely with Rooms Division and wider resort leaders to achieve strategic objectives
• Managing VIP arrivals, guest recovery opportunities, and service excellence initiatives
• Building a positive, inclusive culture that supports team engagement, accountability, and performance
• Leading by example as a visible and approachable leader within the resort

What We're Looking For

We're seeking a passionate hospitality leader who thrives in a fast-paced luxury environment and is committed to developing people, driving results, and creating exceptional guest experiences.

To be successful in this role, you will bring:

• Proven experience in a senior Front Office leadership position within a large hotel, resort, or luxury hospitality environment
• Strong commercial and financial acumen with experience managing budgets, productivity, and operational performance
• Exceptional leadership skills with a demonstrated ability to coach, develop, and inspire teams
• Experience driving service excellence and maintaining high guest satisfaction scores
• Strong problem-solving, decision-making, and stakeholder management skills
• The ability to balance operational priorities with strategic business objectives
• A proactive, solutions-focused approach and commitment to continuous improvement
• Availability to work a flexible seven-day roster, including weekends and public holidays as required
• Qualifications in Hospitality, Tourism, Hotel Management, Business, or a related discipline will be highly regarded
• Current First Aid, CPR, and RSA certifications will be advantageous
• A current unrestricted driver's licence

Why Join Us?

At InterContinental Sanctuary Cove Resort, we believe our people are at the heart of everything we do. We are committed to creating an environment where you can bring your authentic self to work, contribute your ideas, and build a rewarding career with one of the world's leading hospitality companies.

As part of our team, you'll enjoy:

• Discounted accommodation across IHG Hotels & Resorts worldwide
• Food and beverage discounts
• Enhanced parental leave benefits
• Wellbeing initiatives and proactive health programs
• Industry-leading learning, leadership, and career development opportunities
• IHG Career Milestone celebrations and service recognition
• Transfer of entitlements as you grow your career across IHG properties
• Access to our exclusive retail and lifestyle discounts platform

Join Our Extraordinary World

This is an exciting opportunity for an experienced Assistant Front Office Manager or Front Office Manager looking to take the next step in their career with a globally recognised luxury brand.

If you're passionate about leading people, elevating guest experiences, and making a meaningful impact within a premier resort environment, we'd love to hear from you.

To learn more about InterContinental Sanctuary Cove Resort, visit: www.sanctuarycove.intercontinental.com

Follow us: Instagram & Facebook: @intercontinentalsanctuarycove
LinkedIn: InterContinental Sanctuary Cove Resort

You must hold unrestricted working rights in Australia to be considered for this opportunity.