Guest Experience Front Office Leader

Bayside Geelong Hotel & Apartments; Geelong; On-site; AUD 85,000 - 110,000; Full time

Job summary

Bayside Geelong Hotel & Apartments seeks a Front Office Manager to lead the daily operation of the Front Office and guest service team, ensuring a seamless, personalised guest experience from arrival to departure. The role oversees Guest Service Agents to deliver courteous, accurate service and secure overnight procedures.

You will promote teamwork, manage rostering and payroll, monitor guest feedback and complaints, and implement training programs to close skills gaps.

Qualifications

• Must have experience leading front office or guest service teams.
• Strong focus on delivering outstanding guest service.
• Familiarity with payroll and rostering processes.
• Ability to design and deliver training programs.

Responsibilities

• Promote prompt, courteous and efficient service to all guests.
• Gather feedback, monitor service quality and resolve complaints.
• Ensure smooth check-in/out and accurate data collection.
• Greet VIP guests and groups and delegate for coverage when needed.
• Rostering Guest Service Agents and monitoring hours vs payroll costs.
• Identify skill gaps and implement training using the Training Matrix.

Skills

Front office leadership

Guest service excellence

Team rostering

Training and development

Cash handling + POS

Job description

Bayside Geelong Hotel & Apartments seeks a Front Office Manager to lead the daily operation of the Front Office and guest service team, ensuring a seamless, personalised guest experience from arrival to departure. The role oversees Guest Service Agents to deliver courteous, accurate service and secure overnight procedures.

You will promote teamwork, manage rostering and payroll, monitor guest feedback and complaints, and implement training programs to close skills gaps.