Guest Experience Lead, Front Office

InterContinental Hotels Group; Gold Coast City; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hotel employee benefits

Discounts on hotel stays

Job summary

InterContinental Hotels Group is seeking a Front Office Duty Manager for voco Gold Coast on the Gold Coast. This full-time role requires leadership of the Front Office team and oversight of daily hotel operations to ensure outstanding guest experiences from arrival to departure.

You will report to the Front Office Manager, lead shifts, resolve guest concerns, and uphold service standards while adapting to a rotating roster including mornings, evenings, weekends and holidays.

Qualifications

• Experience in a Front Office leadership role within a hotel environment.
• Strong customer service and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to stay calm and professional under pressure.
• Strong organisational and time-management skills.
• Opera PMS experience preferred.
• Willingness to work a rotating roster, including weekends and public holidays.
• Full Australian working rights.

Responsibilities

• Lead and support the Front Office team during shifts.
• Deliver outstanding guest service and resolve guest concerns professionally.
• Manage guest arrivals, departures, and overall hotel operations.
• Act as the senior manager on duty when required.
• Monitor hotel security, safety, and compliance procedures.
• Assist with team training, coaching, and development.
• Drive guest satisfaction scores and service excellence.
• Work collaboratively with all hotel departments to ensure seamless guest experiences.

Job description

InterContinental Hotels Group is seeking a Front Office Duty Manager for voco Gold Coast on the Gold Coast. This full-time role requires leadership of the Front Office team and oversight of daily hotel operations to ensure outstanding guest experiences from arrival to departure.

You will report to the Front Office Manager, lead shifts, resolve guest concerns, and uphold service standards while adapting to a rotating roster including mornings, evenings, weekends and holidays.