Guest Experience Leader — Front Office Mastery

The Gibraltar Bowral; Bowral; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Sponsorship may be available for the r

Beautiful Southern Highlands location

Varied role with changing days

Job summary

The Gibraltar Bowral Hotel in Bowral, NSW, is hiring a Front Office & Guest Experience Manager to lead the guest journey from arrival to departure. You will manage the Front Office, Reception and guest services, ensuring a warm, engaging atmosphere for all guests.

You will champion guest satisfaction, coach and develop a high-performing team, and collaborate with Housekeeping, F&B and Maintenance to deliver seamless service. A people-first mindset and ownership are essential.

Qualifications

• Experience in front office management or guest experience roles.
• Hospitality experience is essential.
• Ability to lead and develop a team.
• Strong customer-service mindset and guest-centric approach.

Responsibilities

• Take ownership of the overall guest experience, with customer satisfaction as the priority.
• Lead the Front Office and Reception team with warmth and hospitality.
• Create a welcoming and memorable experience for every guest from arrival to departure.
• Build genuine relationships with guests and understand their needs.
• Be visible and approachable, acting as a senior point of contact for guests.
• Proactively identify opportunities to exceed guest expectations.
• Take ownership of guest feedback and resolve issues promptly.
• Follow up with guests to ensure satisfaction.

Skills

Front Office

Guest Experience

Hospitality

Team Leadership

Communication

Tools

Hotel PMS systems

Job description

The Gibraltar Bowral Hotel in Bowral, NSW, is hiring a Front Office & Guest Experience Manager to lead the guest journey from arrival to departure. You will manage the Front Office, Reception and guest services, ensuring a warm, engaging atmosphere for all guests.

You will champion guest satisfaction, coach and develop a high-performing team, and collaborate with Housekeeping, F&B and Maintenance to deliver seamless service. A people-first mindset and ownership are essential.