Head of Front Office & Guest Experience

Sofitel Gold Coast Broadbeach; Gold Coast City; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive salary package & incentive

Complimentary lunch daily

Dry cleaning

On-site secure parking

Hotel stay & breakfast for two on work

Discounts across Accor portfolio

Leadership development & career growth

Job summary

Sofitel Gold Coast Broadbeach is seeking a Front Office Manager to lead the strategic and operational direction of our Front Office department, reporting to the Hotel Manager. You will drive personalised luxury service, oversee a diverse team, and collaborate with Housekeeping, Engineering and Reservations to deliver seamless guest journeys.

Join a trendsetting luxury hotel on Broadbeach, with responsibilities spanning VIP arrivals, service standards, Night Audit, and performance reporting.

Qualifications

• Demonstrated experience leading a Front Office operation within a quality hotel environment.
• Strong understanding of luxury service and ability to create personalised guest experiences.
• Proven ability to lead, coach and develop managers, supervisors and operational teams.
• High emotional intelligence, self-awareness and interpersonal capability.
• Strong operational judgement and confidence managing complex guest and hotel situations.
• Sound financial acumen, including experience with departmental budgets, reporting, billing controls and cost management.
• Strong knowledge of hotel operating systems, Front Office procedures and Night Audit functions.

Responsibilities

• Lead the Front Office operation and establish the hotel as a market leader in personalised luxury service.
• Create tailored guest experiences through proactive engagement, recognition of guest preferences and thoughtful service delivery.
• Oversee VIP arrivals, special requests and complex guest situations with discretion and professionalism.
• Act as a senior point of contact for guest feedback and ensure concerns are resolved promptly and effectively.
• Establish, communicate and uphold service standards aligned with Sofitel’s luxury positioning.
• Lead, coach and develop Duty Managers, Supervisors, Night Managers and Front Office Ambassadors.
• Foster a culture of accountability, professionalism, belonging and continuous improvement.
• Maintain effective departmental procedures, daily briefings, duty logs and shift handovers.
• Oversee the Night Audit function and support the Night Manager in meeting operational requirements.
• Inspect public areas, guest floors and hotel spaces to ensure presentation, safety and brand standards are consistently maintained.
• Provide hotel-wide operational leadership and support during peak periods and after-hours operations.
• Oversee billing accuracy, revenue capture, cash floats, payment vouchers, keys and safety deposit procedures.
• Prepare and analyse monthly Front Office reports, including commentary on key performance indicators.
• Contribute to the hotel’s Annual Business Plan and financial budget.
• Manage departmental expenditure, purchasing and inventory while maintaining luxury service standards.
• Act as Chief Warden during emergencies and ensure security, incident-reporting and evacuation procedures are followed.
• Liaise professionally with external authorities when required.

Skills

Leadership

Guest service excellence

People management

Communication

Problem solving

Safety & compliance

Job description

Sofitel Gold Coast Broadbeach is seeking a Front Office Manager to lead the strategic and operational direction of our Front Office department, reporting to the Hotel Manager. You will drive personalised luxury service, oversee a diverse team, and collaborate with Housekeeping, Engineering and Reservations to deliver seamless guest journeys.

Join a trendsetting luxury hotel on Broadbeach, with responsibilities spanning VIP arrivals, service standards, Night Audit, and performance reporting.