Guest Experience Lead - Front Office Manager

Courtyard By Marriott Brisbane South Bank; Brisbane; On-site; AUD 75,000 - 110,000; Full time

Job summary

Courtyard by Marriott Brisbane South Bank is seeking a Front Office Manager to lead the Front Office team, delivering memorable guest experiences and driving a culture of service excellence. You will oversee reception, guest services and night operations, and collaborate with other departments to ensure a seamless guest journey.

The role requires proven Front Office leadership in a hotel, strong communication, and a commercial mindset to support revenue and guest satisfaction goals.

Qualifications

• Experience as Front Office Manager or senior Front Office leader in a hotel.
• Hands-on leadership and front-line accountability.
• Strong communication and problem-solving abilities.
• Commercial mindset with understanding of hotel operations.

Responsibilities

• Lead, coach and develop the Front Office team to deliver outstanding service.
• Oversee daily Front Office operations including reception, guest services and night operations.
• Drive guest satisfaction through proactive engagement and service recovery.
• Manage guest feedback, complaints and opportunities with professionalism.
• Drive operational performance, productivity and financial results.
• Monitor room inventory, arrivals, departures, VIPs and allocations.
• Collaborate with Housekeeping, Maintenance, F&B and Sales for a seamless guest journey.
• Ensure brand standards, Marriott procedures and WHS requirements.
• Support recruitment, training and performance management.

Skills

Front Office Leadership

Guest Experience

Team Development

Service Excellence

Communication Skills

Marriott Systems

Tools

Marriott Systems

Job description

Courtyard by Marriott Brisbane South Bank is seeking a Front Office Manager to lead the Front Office team, delivering memorable guest experiences and driving a culture of service excellence. You will oversee reception, guest services and night operations, and collaborate with other departments to ensure a seamless guest journey.

The role requires proven Front Office leadership in a hotel, strong communication, and a commercial mindset to support revenue and guest satisfaction goals.