Guest Experience Leader - Front Office (Luxury Hotel Relaunch)

Ovolo Hotels Group; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hotel discounts across Ovolo

Food & Beverage discounts

Wellness initiatives

Learning, development and internal Ior

Job summary

Ovolo Hotels Group in Sydney is seeking an exceptional Front Office Manager (Guest Experience) to lead the team responsible for creating remarkable first and last impressions. You’ll be a hands-on leader championing genuine connections, thoughtful details and empowerment to deliver experiences guests remember after checkout.

As part of the pre-opening leadership team, you’ll shape culture, set service standards, recruit and develop the Guest Experience team, and bring the guest journey to life

Qualifications

• Front Office leadership experience in premium or luxury hotels.
• Coaching, mentoring and developing high-performing teams.
• Attention to detail with proactive, solutions-focused mindset.
• Experience with hotel PMS systems (Opera Cloud or similar).
• Strong commercial awareness with budgeting and rostering responsibilities.
• Able to work in a fast-paced luxury environment and deliver exceptional service.
• Flexibility to work across a rotating 24/7 roster.

Responsibilities

• Lead the Guest Experience team to deliver consistently exceptional service.
• Drive a guest-first culture with personal, effortless interactions.
• Recruit, onboard and develop a high-performing Front Office team.
• Contribute to pre-opening readiness: systems, standards and training.
• Manage daily Front Office operations including Reception, Guest Services, PBX and overnight shifts.
• Build relationships with VIPs, returning guests and key stakeholders.
• Monitor guest feedback and online reputation to drive improvements.
• Collaborate with Housekeeping, F&B and other departments to ensure seamless experiences.
• Ensure compliance with brand standards, WHS and safety procedures.

Tools

Opera Cloud

Job description

Ovolo Hotels Group in Sydney is seeking an exceptional Front Office Manager (Guest Experience) to lead the team responsible for creating remarkable first and last impressions. You’ll be a hands-on leader championing genuine connections, thoughtful details and empowerment to deliver experiences guests remember after checkout.

As part of the pre-opening leadership team, you’ll shape culture, set service standards, recruit and develop the Guest Experience team, and bring the guest journey to life