Hotel Front Office & Guest Experience Leader

Crest Hotel Group; Saint Kilda Junction; On-site; AUD 70,000 - 90,000; Full time

Job summary

Crest Hotel Group, based in St Kilda, seeks a hands-on Hotel Office & Guest Services Manager to lead the front office and guest services team. You will oversee reception, guest services and night audit, set rosters, and ensure accurate, efficient service from booking to departure.

The role focuses on strong attention to detail, sound hotel office know-how, and practical application of financial procedures within a busy Melbourne area hotel.

Qualifications

• Diploma or higher qualification, or at least three years of relevant experience.
• At least 1 year of work experience in a related role.
• Strong knowledge of hotel front office operations, reservations, guest management; excellent communication, leadership and conflict resolution skills.
• Strong attention to detail and organisational skills; ability to manage competing priorities.
• Sound knowledge of workplace health and safety, security and hospitality compliance.

Responsibilities

• Supervise and coordinate the reception, guest services and night audit team, allocating daily duties and setting work priorities.
• Prepare and maintain staff rosters, attendance and leave records for the front office and guest services team, ensuring 24-hour reception coverage.
• Induct and train front office and guest services staff in check-in/check-out, reservations, payment and night audit procedures; provide coaching and feedback.
• Manage the hotel office, including reservations administration, booking amendments and cancellations, room allocation and events bookings.
• Prepare daily occupancy, revenue and guest activity reports for management decision making; coordinate with Housekeeping, Maintenance, Food & Beverage and events teams.
• Handle escalated guest enquiries, complaints and billing disputes; apply policies professionally.
• Explain and enforce workplace health and safety, security and emergency procedures for front office and guest services.

Skills

Front office operations

Reservations

Guest management

Communication

Leadership

Conflict resolution

Education

Diploma or higher qualification

Three years relevant experience

Job description

Crest Hotel Group, based in St Kilda, seeks a hands-on Hotel Office & Guest Services Manager to lead the front office and guest services team. You will oversee reception, guest services and night audit, set rosters, and ensure accurate, efficient service from booking to departure.

The role focuses on strong attention to detail, sound hotel office know-how, and practical application of financial procedures within a busy Melbourne area hotel.