Front Office Team Lead - Guest Experience & Coaching

Mantra Nelson Bay; Nelson Bay; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Staff rates with Accor network

Career pathways and training

Job summary

Mantra Nelson Bay is seeking a warm, organised Front Office Team Leader to guide the front office on shift and support the Hotel Manager with day-to-day operations. You will lead by example at the desk, ensure guests and owners feel looked after, and coach the team to deliver excellence.

The role involves welcoming guests, handling check-ins/check-outs, reservations, and maintaining high service standards while collaborating with housekeeping and maintenance for smooth operations.

Qualifications

• Front office or guest service experience in a hotel or resort.
• Experience leading, training or mentoring others.
• Experience with a property management system.
• Excellent written and verbal communication skills.
• Availability to work a rotating roster including weekends, early starts and public holidays.
• Current right to work in Australia.

Responsibilities

• Lead and support front office team members during shifts.
• Greet guests, manage check-ins/check-outs and reservations.
• Address guest inquiries and concerns promptly and escalate when needed.
• Share local knowledge on dining, attractions and activities.
• Coach and train new and junior team members with feedback.
• Maintain accurate guest accounts, cash handling and night audit procedures.
• Coordinate with housekeeping and maintenance to ensure rooms are ready on time.
• Liaise with apartment owners to communicate maintenance issues and follow ups.
• Assist in rostering and cover shifts as needed.
• Operate the property management system and resolve routine system issues.

Skills

Front office leadership

Guest service

Communication

Organisational skills

Tools

PMS

Job description

Mantra Nelson Bay is seeking a warm, organised Front Office Team Leader to guide the front office on shift and support the Hotel Manager with day-to-day operations. You will lead by example at the desk, ensure guests and owners feel looked after, and coach the team to deliver excellence.

The role involves welcoming guests, handling check-ins/check-outs, reservations, and maintaining high service standards while collaborating with housekeeping and maintenance for smooth operations.