Front Office Manager - Lead Guest Experience & Team

Hilton Hotels; Melbourne; On-site; AUD 90,000 - 140,000; Full time

Benefits offered by this job

Travel discounts by company?

Salary & bonus package

Development opportunities (Harvard/LI)

Job summary

DoubleTree by Hilton Melbourne Flinders Street is seeking an experienced Front Office Manager to lead guest services and drive service excellence. You will manage a passionate Front Office team, coaching them to deliver personalised experiences from arrival to departure in a fast-paced hotel environment in Melbourne.

You will maintain a strong guest focus, supervise rostering and performance, and work closely with colleagues across departments to maximise revenue while upholding Hilton

Qualifications

• Previous experience as a Front Office Manager or Duty Manager in a full-service hotel.
• 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.

Responsibilities

• 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.

Skills

Front Office leadership

Guest service orientation

Communication skills

Team development

Problem solving

Commercial awareness

Labor costs management

Roster management

Emergency response

Job description

DoubleTree by Hilton Melbourne Flinders Street is seeking an experienced Front Office Manager to lead guest services and drive service excellence. You will manage a passionate Front Office team, coaching them to deliver personalised experiences from arrival to departure in a fast-paced hotel environment in Melbourne.

You will maintain a strong guest focus, supervise rostering and performance, and work closely with colleagues across departments to maximise revenue while upholding Hilton