Luxury Front Office Leader | Guest Experience Champion

InterContinental Sanctuary Cove Resort; Sanctuary Cove; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Discounted stays

F&B discounts

Parental leave

Wellbeing programs

Leadership development

Career milestones

Transfer of entitlements

Discount platform

Job summary

InterContinental Sanctuary Cove Resort in Queensland invites an experienced Front Office Manager to lead Front Office, Concierge, and Bell Services, shaping the guest journey from welcome to departure. Reporting to the Director of Operations, you will drive service excellence, manage budgets and performance, and develop a high-performing team across the resort's luxury environment.

This senior leadership role requires a proactive, guest-focused approach, strong commercial acumen, and a

Qualifications

• Senior Front Office leadership experience in a large hotel or luxury environment.
• Strong commercial and financial acumen with budgets and performance.
• Proven ability to coach, develop, and inspire teams.
• Proven service excellence and high guest satisfaction scores.
• Problem-solving, decision-making, and stakeholder management skills.
• Availability to work a flexible seven-day roster.
• Qualifications in Hospitality or related discipline highly regarded.
• Current First Aid, CPR, and RSA advantageous.
• Current unrestricted driver's licence.

Responsibilities

• Lead Front Office, Concierge, and Bell teams to deliver exceptional guest experiences
• Drive guest satisfaction, service excellence, and brand standards across all Front Office operations
• Oversee departmental performance, workforce planning, productivity, and labour management
• Manage 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 satisfaction

Stakeholder management

People development

Education

Hospitality/Hotel Management degree

Job description

InterContinental Sanctuary Cove Resort in Queensland invites an experienced Front Office Manager to lead Front Office, Concierge, and Bell Services, shaping the guest journey from welcome to departure. Reporting to the Director of Operations, you will drive service excellence, manage budgets and performance, and develop a high-performing team across the resort's luxury environment.

This senior leadership role requires a proactive, guest-focused approach, strong commercial acumen, and a