Luxury Front Desk Leader: Guest Experience & Team Coach

Sofitel; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

Sofitel Sydney Darling Harbour is seeking an Assistant Front Desk Manager to lead the Front Office team and ensure exceptional guest experiences. You will oversee daily operations, staff performance, recruitment, onboarding and rostering, while collaborating with Housekeeping, F&B and Engineering to maintain high service standards.

The role requires 4–5 years in Front Office with leadership experience, Opera Cloud proficiency, RSA certification and full Australian working rights.

Qualifications

• 4–5 years' experience in Front Office operations, with previous leadership or Assistant Manager experience.
• Proven ability to lead, coach and develop a high‑performing team.
• Strong focus on operational efficiency, service excellence and delivering memorable guest experiences.
• Proficient in Property Management Systems, particularly Opera Cloud.
• Current RSA certification and full Australian working rights.

Responsibilities

• Oversee the daily operations of the Front Office, ensuring seamless arrivals and departures.
• Lead, coach and motivate the Front Desk team with clear expectations and accountability.
• Assist with recruitment, screening, interviewing and onboarding of new team members.
• Manage rostering and workforce planning to ensure proper staffing and compliance.
• Drive KPIs, loyalty enrolments and guest satisfaction improvements.
• Collaborate with Housekeeping, F&B and Engineering to resolve guest or operational challenges.

Skills

Leadership

Team development

Guest service

Front Office operations

Tools

Opera Cloud

Job description

Sofitel Sydney Darling Harbour is seeking an Assistant Front Desk Manager to lead the Front Office team and ensure exceptional guest experiences. You will oversee daily operations, staff performance, recruitment, onboarding and rostering, while collaborating with Housekeeping, F&B and Engineering to maintain high service standards.

The role requires 4–5 years in Front Office with leadership experience, Opera Cloud proficiency, RSA certification and full Australian working rights.