Luxury Front Office Leader — Elevate Guest Experience

IHG Hotels & Resorts; Gold Coast City; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Discounted stays across IHG Hotels & 2

F&B discounts

Enhanced parental leave

Wellbeing initiatives

Leadership development opportunities

Career milestone recognition

Transfer of entitlements

Discount platform access

Job summary

InterContinental Sanctuary Cove Resort on the Gold Coast is seeking a Front Office Manager to lead the Front Office, Concierge and Bell Services teams, driving guest satisfaction and the highest standards of service.

Reporting to the Director of Operations, you will manage budgets, workforce planning, and performance while developing a high-performing team that embodies genuine hospitality and the InterContinental brand. Flexibility for seven-day rosters is required.

Qualifications

• Proven experience in a senior Front Office leadership position within a large hotel, resort, or luxury hospitality environment.
• Strong commercial and financial acumen with experience managing budgets, productivity, and operational performance.
• Exceptional leadership skills with a demonstrated ability to coach, develop, and inspire teams.
• Experience driving service excellence and maintaining high guest satisfaction scores.
• Strong problem-solving, decision-making, and stakeholder management skills.
• Ability to balance operational priorities with strategic business objectives.
• Proactive, solutions-focused approach and commitment to continuous improvement.
• Availability to work a flexible seven-day roster, including weekends and public holidays as required.
• Qualifications in Hospitality, Tourism, Hotel Management, Business will be highly regarded.
• Current First Aid, CPR, and RSA certifications advantageous.
• A current unrestricted driver's licence.

Responsibilities

• Leading and developing Front Office, Concierge, and Bell teams to deliver exceptional guest experiences
• Driving guest satisfaction, service excellence, and brand standards across all Front Office operations
• Overseeing departmental performance, workforce planning, productivity, and labour management
• Managing financial performance, including budgets, forecasting, revenue opportunities, and cost control
• Coaching and mentoring leaders and team members to maximise engagement and development
• Using guest feedback, operational data, and commercial insights to drive continuous improvement
• Partnering closely with Rooms Division and wider resort leaders to achieve strategic objectives
• Managing VIP arrivals, guest recovery opportunities, and service excellence initiatives
• Building a positive, inclusive culture that supports team engagement, accountability, and performance
• Leading by example as a visible and approachable leader within the resort

Skills

Front Office leadership

Budget management

Guest service excellence

Staff coaching & development

Stakeholder management

Problem solving

Strategic thinking

Flexible roster

Education

Hospitality/Hotel Management/Business degree

Tools

First Aid Certification

CPR Certification

RSA Certification

Driver's Licence

Job description

InterContinental Sanctuary Cove Resort on the Gold Coast is seeking a Front Office Manager to lead the Front Office, Concierge and Bell Services teams, driving guest satisfaction and the highest standards of service.

Reporting to the Director of Operations, you will manage budgets, workforce planning, and performance while developing a high-performing team that embodies genuine hospitality and the InterContinental brand. Flexibility for seven-day rosters is required.