Front Office Manager: Lead Guest Experience & Team Growth

Holiday Inn; Western Australia; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Birthday Leave

Parental Leave

Flexible Work Options

Wellbeing Days

Learning & Development

Career Milestones

Entitlements Transfer

Discounted Accommodation

F&B Discounts

Retail Discounts Platform

Career Progression

Job summary

Holiday Inn West Perth is seeking an experienced Front Office Manager to lead the front desk team, uphold IHG brand standards, and ensure a seamless guest journey from arrival to departure.

You will coach and develop staff, manage rosters and budgets, and drive occupancy and guest satisfaction through excellent service and upselling. This on-site role offers a pathway within a global hospitality company and ongoing development opportunities.

Qualifications

• Minimum 3 years' experience in hotel guest services.
• At least 2 years in supervisory or management role in hospitality.
• Degree in Hospitality, Business, or related discipline preferred.
• Strong leadership, coaching, and team development skills.
• Excellent communication and interpersonal skills with a guest-first mindset.
• Strong operational, organisational, and problem-solving abilities.
• Experience managing service standards, guest relations, and revenue opportunities.

Responsibilities

• Lead daily front office operations and manage staffing requirements to ensure seamless service delivery.
• Coach, mentor, and develop team members to drive engagement and performance.
• Maintain compliance with hotel policies, brand standards, operational procedures, and legislative requirements.
• Conduct training on SOPs, systems, service excellence, safety procedures, and IHG standards.
• Manage guest feedback and resolve concerns professionally to ensure exceptional guest satisfaction.
• Deliver a high standard of IHG One Rewards programme execution and guest recognition.
• Support labour management, budgeting, forecasting, and financial reporting activities.
• Oversee night audit processes and ensure billing accuracy and compliance.
• Drive occupancy and revenue growth through upselling and conversion of walk-in business.
• Support workplace safety initiatives & emergency procedures
• Maintain compliance with all OH&S requirements and IHG brand standards.

Skills

Team leadership

Guest service excellence

Coaching and development

Communication skills

Operational excellence

Education

Degree in Hospitality or Business

Job description

Holiday Inn West Perth is seeking an experienced Front Office Manager to lead the front desk team, uphold IHG brand standards, and ensure a seamless guest journey from arrival to departure.

You will coach and develop staff, manage rosters and budgets, and drive occupancy and guest satisfaction through excellent service and upselling. This on-site role offers a pathway within a global hospitality company and ongoing development opportunities.