Front Office Team Leader

EVT Limited; Sunshine Coast Regional; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

Holiday Inn Express Sunshine Coast, managed by EVT Connect Hospitality, seeks a Front Office Team Leader to drive guest service excellence and oversee the front desk. You will lead Express Agents, train new team members and uphold safety and brand standards in a dynamic coastal hotel.

Responsibilities include coaching staff, achieving monthly upsell targets, maintaining audit accuracy, and coordinating with departments to deliver seamless guest experiences. Eligible to work in Australia required.

Qualifications

• Strong communication skills, both verbal and written.
• Proactive attitude to problem-solving and guest issues.
• Ability to make informed decisions under pressure.
• Passion for delivering exceptional guest experiences.

Responsibilities

• Provide leadership at the front desk and support Express Agents.
• Upsell opportunities and enroll Rewards Club where appropriate.
• Collaborate to ensure audit compliance and cash security.
• Train new team members and maintain brand standards.
• Ensure efficient check-in/out and guest recognition to exceed expectations.

Skills

Effective communication

Proactive problem-solving

Decision making under pressure

Guest service excellence

Education

Diploma in Hospitality Management

Bachelor’s degree in Hospitality Management

Tools

Property Management Systems

Job description

Join Our Team as a Front Office Team Leader at Holiday Inn Express Sunshine Coast

Are you ready to take the next step in your hospitality career? Holiday Inn Express Sunshine Coast, managed by EVT Connect Hospitality, is seeking a dedicated Front Office Team Leader to join our dynamic team. Located in a prime coastal setting, our hotel offers a vibrant atmosphere where guests enjoy seamless experiences and exceptional service.

About Us

Don’t just function, flourish. With EVT Connect Hospitality. The EVT Connect Hospitality team can be relied on for best-in‑class insights into how to drive performance for the brand; from local talent development and operations, to driving market leading revenue strategies for third‑party loyalty programs, distribution and brand standards.

About the Hotel

Holiday Inn Express Sunshine Coast stands out as a beacon of hospitality excellence, committed to delivering hassle‑free stays and memorable guest interactions. With a focus on service excellence and operational efficiency, we are proud to uphold the standards ofEVT Connect Hospitality in every aspect of our operations.

Role Overview

Reporting to the Express Supervisor / Duty Manager, the Front Office Team Leader plays a crucial role in ensuring the smooth operation of our front desk. You will support Express Agents, handle escalated issues, and assist with training new team members. Upholding local regulations and safety procedures, you will maintain a high standard of service that exceeds guest expectations.

Key Responsibilities

Financial Returns:

• Provide guidance on upselling techniques and achieve monthly Rewards Club enrollment targets.
• Collaborate with the Express Supervisor to ensure audit compliance and maintain cash security protocols.
• Update SOPs and conduct training sessions to enhance team performance and minimize operational wastage.

People:

• Foster teamwork and quality service through effective communication and coordination with other departments.
• Lead by example, assisting in training new colleagues and developing their skills to uphold brand standards.
• Ensure all team members are prepared and equipped for their shifts, promoting a professional and cohesive work environment.

Guest Experience:

• Maintain standards for check‑in/out processes and guest recognition, ensuring every guest leaves with a positive impression.
• Address guest issues promptly and ensure resolutions align with our commitment to exceptional service.
• Coordinate with departments to anticipate and fulfill special guest requirements and enhance overall guest satisfaction.

Responsible Business:

• Uphold departmental standards and policies, including health and safety regulations and emergency procedures.
• Act as a central communication point during emergencies, liaising with local authorities and ensuring guest safety.
• Promote community outreach and enhance the hotel's reputation within the local area.

Accountability

• Reports to: Express Supervisor / Duty Manager
• Direct Reports: In the absence of the Supervisor/Manager - the Express Agent

Qualifications and Requirements

• Effective communication skills, both verbal and written.
• Responsible Service of Alcohol Certificate.
• Professional demeanor with a proactive attitude towards problem-solving.
• Ability to make informed decisions under pressure.
• Passion for achieving superior results and delivering exceptional guest experiences.
• Current First Aid Certificate including HLTAID003, HLTAID002, and HLTAID001.
• Eligibility to work in Australia.

Experience and Education

• Diploma or bachelor’s degree in hospitality management or related field preferred.
• Previous experience in Night Audit, Hotel Reception, or Property Management Systems is essential.

Why Join Us?

Holiday Inn Express Sunshine Coast offers a supportive environment where your career can thrive. Enjoy competitive benefits, ongoing training, and opportunities for professional growth within EVT Connect Hospitality, a leader in the hospitality industry.

EVT Connect Hospitality is an equal opportunity employer committed to creating a diverse and inclusive workplace.