Front Office Team Leader

Mantra Group; Nelson Bay; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Global Accor staff rates on accomod 1

Training and career pathways within/at

Job summary

Mantra Nelson Bay, part of the Mantra Group, seeks 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’ll lead by example on the desk and ensure guests and owners feel looked after.

Based in Nelson Bay, NSW, this role requires rotating shifts including weekends and holidays, with opportunities for growth within Accor’s network. Strong communication and PMS experience are essential.

Qualifications

• Front office or guest service experience in a hotel or resort.
• Experience in leading, training or mentoring others.
• Experience with a property management system.
• Excellent written and verbal communication.

Responsibilities

• Lead and support front office team during shifts.
• Welcome guests and handle check-ins/outs and reservations.
• Resolve guest inquiries promptly and escalate when needed.
• Share local knowledge about dining, attractions and activities.
• Liaise with housekeeping and maintenance to prepare rooms.
• Log and follow up owner enquiries and communicate with Hotel Manager.
• Use the PMS confidently and help the team solve system issues.
• Act as a calm point of contact in emergencies.
• Assist with roster input and cover shifts.

Skills

Front office leadership

Guest service

Communication

Roster planning

Attention to detail

Tools

Property management system

Job description

We're looking for a warm, organised and hands‑on Front Office Team Leader to guide our front office team on shift and support the Hotel Manager with day‑to‑day operations. You'll lead by example on the desk, help the team do their best work, and make sure every guest and owner feels looked after.

About us

Mantra Nelson Bay is in the heart of Nelson Bay, in the Port Stephens region, close to the marina, cafes and some of the best beaches on the NSW coast. We're an Accor franchised property that looks after both holiday guests and property owners. If you like being part of a close team and want a hotel career with room to grow, this is a great place to be.

Key responsibilities

Leading and supporting front office team members during your shifts

Welcoming guests warmly and running smooth check‑ins, check‑outs and reservations

Handling guest enquiries and concerns promptly, and escalating when needed

Sharing local knowledge on dining, attractions and activities around Nelson Bay and Port Stephens

Building great relationships with returning guests, to support strong online reviews

Coaching and training new and junior team members, and giving regular feedback

Keeping accurate guest accounts, cash handling and night audit procedures

Working closely with housekeeping and maintenance so rooms are ready on time

Logging and following up owner enquiries, and passing on anything that needs the Hotel Manager

Booking and meeting contractors for approved jobs, and keeping the Hotel Manager updated

Using our property management system confidently and helping the team solve everyday system issues

Liaise with apartment owners to communicate maintenance issues, report damaged or faulty items, and recommend replacements or repairs as required

Acting as a calm point of contact in emergencies, following our safety procedures

Providing input to the roster and helping cover shifts when needed

About you

Previous front office or guest service experience in a hotel or resort

Some experience leading, training or mentoring others (or ready to take your first step into leadership)

Experience with a property management system

Excellent written and verbal communication skills

A proactive, friendly approach to guest and owner service

Good organisation and attention to detail

Availability to work a rotating roster including weekends, early starts and public holidays

Current right to work in Australia

• Global Accor staff rates on accommodation and dining
• Training and career pathways within the hotel group