Front Office Team Leader

22320903; City of Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

JW Marriott Melbourne is seeking a Front Office Team Leader to oversee daily Front Office operations and deliver personalised guest experiences. You will lead a team, coordinate with Housekeeping, Reservations, Concierge and other departments to ensure seamless service and uphold brand standards.

The role emphasizes hands-on leadership, staff development, and active guest issue resolution to maintain a high-performing, guest-centric operation.

Qualifications

• Related Work Experience: Previous experience in front office or hotel operations at a leadership level
• License or Certification: Driver license

Responsibilities

• Lead and support the Front Office team during daily operations, ensuring smooth and efficient service.
• Deliver exceptional, personalised guest experiences and ensure brand and service standards are consistently maintained.
• Oversee guest arrivals and departures, including check-in, check-out, room allocations and special requests.
• Handle and resolve guest enquiries, feedback and complaints professionally and promptly.
• Conduct shift briefings, allocate duties and communicate key operational information including VIPs, groups and occupancy.
• Coach, train and provide ongoing feedback to Front Office associates to support their development.

Job description

Additional Information
Job Number26107661
Job CategoryRooms & Guest Services Operations
LocationCorner Exhibition & Lonsdale Streets, Melbourne Victo 3000, AustraliaVIEW ON MAP
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

POSITION SUMMARY

The Front Office Team Leader is responsible for supporting the day-to-day operations of the Front Office team and ensuring guests receive a seamless, personalised and memorable experience throughout their stay. The role provides hands‑on leadership to Front Office associates, supports operational requirements and acts as a key point of contact for guests and team members during the shift.

Working closely with Front Office leadership, the Team Leader plays an important role in maintaining service standards, developing team capability, resolving guest concerns and ensuring the smooth operation of the department.

KEY RESPONSIBILITIES

• Lead and support the Front Office team during daily operations, ensuring smooth and efficient service.
• Deliver exceptional, personalised guest experiences and ensure brand and service standards are consistently maintained.
• Oversee guest arrivals and departures, including check‑in, check‑out, room allocations and special requests.
• Handle and resolve guest enquiries, feedback and complaints professionally and promptly.
• Conduct shift briefings, allocate duties and communicate key operational information including VIPs, groups and occupancy.
• Coach, train and provide ongoing feedback to Front Office associates to support their development.
• Coordinate with Housekeeping, Reservations, Concierge, Food & Beverage and other departments to ensure a seamless guest experience.
• Complete shift handovers, reports, cash handling and other Front Office procedures accurately.
• Ensure compliance with hotel policies, safety procedures, security requirements and guest confidentiality standards.
• Lead by example, promote teamwork and contribute to a positive, engaged and high‑performing team culture.

Related Work Experience: Previous experience in front office or hotel operations at a leadership level

License or Certification: Driver license

FULL WORKING RIGHTS IN AUSTRALIA

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh‑so‑familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward‑thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co‑workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well‑being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.