Front Office Team Leader

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

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

Offering premium accommodation with a warm welcome in bustling cities and favourite holiday destinations. With hotels, resorts and self-contained apartments on the coast and in the city, you will always find the perfect space in the ideal place. Across Australia and New Zealand, Mantra makes room for you.

Mantra is a part of Accor Global, Hosting 40+ hotel brands with 5,300 hotels across 110 countries.