Luxury Front Office Lead: Guest Experience & Team Coaching

Ibis; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

The William Inglis Hotel – MGallery in South West Sydney is seeking an Assistant Front Office Manager to lead our Front Office team and elevate the luxury guest experience with warmth and precision.

You will supervise check-ins, coach staff, manage VIP arrivals, and collaborate across Reservations, Housekeeping and other departments to deliver a seamless guest journey. Opera Cloud PMS knowledge is preferred; a hands-on leadership style is essential.

Qualifications

• 2+ years Front Office experience in a leadership role.
• Experience as Assistant Front Office Manager, Supervisor or Duty Manager is desirable.
• Knowledge of Opera Cloud PMS or similar PMS is preferred.
• Strong communication, coaching and guest service skills.

Responsibilities

• Support the Front Office Manager in daily leadership and operations.
• Lead from the floor to deliver a warm, polished guest experience.
• Oversee arrivals/departures, room allocations and front desk operations.
• Coach and develop the Front Office team to a high-performing standard.
• Act as senior leader on shift and coordinate with Reservations.
• Manage VIPs, groups and special requests to ensure memorable stays.
• Assist with rostering, reporting and staff development.
• Uphold Accor/MGallery standards and drive service improvements.

Skills

Front Office leadership

Guest service

Communication

Coaching

Decision making

Tools

Opera Cloud PMS

Job description

The William Inglis Hotel – MGallery in South West Sydney is seeking an Assistant Front Office Manager to lead our Front Office team and elevate the luxury guest experience with warmth and precision.

You will supervise check-ins, coach staff, manage VIP arrivals, and collaborate across Reservations, Housekeeping and other departments to deliver a seamless guest journey. Opera Cloud PMS knowledge is preferred; a hands-on leadership style is essential.