Luxury Front Office Leader - Guest Experience

InterContinental Hotels Group; Sanctuary Cove; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Paid Birthday Leave

Discounted accommodation across IHG

Food and beverage discounts

Enhanced parental leave benefits

Wellbeing initiatives and healthprogs

Leadership and career development

Career milestone celebrations

Transfer of entitlements across IHG

Job summary

InterContinental Sanctuary Cove Resort, part of the InterContinental Hotels Group, seeks an experienced Front Office Manager to lead our Front Office, Concierge and Bell Services teams and shape the guest experience at this luxury destination.

Reporting to the Director of Operations, you will drive service excellence, manage budgets and performance, develop a high-performing team, and ensure brand standards are consistently delivered across the resort.

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.
• Availability to work a flexible seven-day roster, including weekends and public holidays.

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

Senior leadership

Financial acumen

Guest experience

People development

stakeholder management

Flexibility to work seven-day roster

Education

Hospitality/Business background

Hotel/Resort management

Job description

InterContinental Sanctuary Cove Resort, part of the InterContinental Hotels Group, seeks an experienced Front Office Manager to lead our Front Office, Concierge and Bell Services teams and shape the guest experience at this luxury destination.

Reporting to the Director of Operations, you will drive service excellence, manage budgets and performance, develop a high-performing team, and ensure brand standards are consistently delivered across the resort.