Luxury Front Office Assistant Manager — Guest Experience Lead

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

Benefits offered by this job

Global staff discounts

Birthday leave

Parental leave

Dining discount

Career development

Professional training

Complimentary hotel stay

Employee Assistance Program

Job summary

Sofitel Sydney Wentworth is seeking an Assistant Manager in Front Office to lead daily operations, coach staff, and ensure exceptional guest experiences. You will drive service standards, collaborate with departments, and support upsell and loyalty initiatives.

You will report to the Front Office Manager, foster a safe, compliant workplace, and help the team deliver smooth handovers and proactive issue resolution across shifts.

Qualifications

• Luxury hospitality experience required.
• Excellent communication across levels.
• Ability to lead hotel operations with calm confidence.
• RSA NSW and First Aid certification current.
• Full availability over a 24/7 roster.

Responsibilities

• Oversee and support the daily operations of the Front Office.
• Consistently offer professional, friendly and engaging service.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Supervise and motivate Front Office staff, ensuring they are well-trained and provide exceptional guest experiences.
• Pro-actively supports achievement of hotel metrics and loyalty program enrollment.
• Resolve guest complaints and issues in a timely manner.
• Maintain Sofitel service standards through audits and coaching.
• Conduct performance evaluations and staff development.
• Schedule and manage staff shifts to ensure adequate coverage during peak times.
• Communicate shift information via logs, emails and meetings.
• Provide ongoing training to new front desk staff.

Skills

Luxury hospitality experience

Effective communication

Leadership in operations

Opera Cloud

Microsoft Office

Reporting procedures

RSA NSW

First Aid certification

24/7 roster

Australian working rights

Tools

Opera Cloud

Microsoft Office

Job description

Sofitel Sydney Wentworth is seeking an Assistant Manager in Front Office to lead daily operations, coach staff, and ensure exceptional guest experiences. You will drive service standards, collaborate with departments, and support upsell and loyalty initiatives.

You will report to the Front Office Manager, foster a safe, compliant workplace, and help the team deliver smooth handovers and proactive issue resolution across shifts.