Luxury Front Office Leader: Personalised Guest Experiences

Sofitel; Gold Coast City; On-site; AUD 120,000 - 150,000; Full time

Job summary

Sofitel Gold Coast Broadbeach is seeking an accomplished Front Office Manager to lead the strategic and operational direction of our Front Office. You will drive personalised luxury experiences, oversee a diverse team, and collaborate with Housekeeping, Engineering and Reservations to deliver exceptional service.

Reporting to the Hotel Manager, you will uphold Sofitel’s luxury standards, manage peak periods, and contribute to financial planning and brand integrity across the hotel.

Qualifications

• Demonstrated experience leading a Front Office operation within a quality hotel environment.
• A strong understanding of luxury service and the ability to create personalised guest experiences.
• Proven ability to lead, coach and develop managers, supervisors and operational teams.
• High emotional intelligence, self-awareness and interpersonal capability.
• Strong operational judgement and confidence managing complex guest and hotel situations.
• Sound financial acumen, including experience with departmental budgets, reporting, billing controls and cost management.
• Strong knowledge of hotel operating systems, Front Office procedures and Night Audit functions.
• A proactive approach to workplace health and safety, emergency management and hotel security.
• Excellent communication, problem-solving and service-recovery skills.
• A leadership style grounded in accountability, collaboration and continuous improvement.
• Flexibility to work according to hotel operational requirements.

Responsibilities

• Lead the Front Office operation and establish the hotel as a market leader in personalised luxury service.
• Create tailored guest experiences through proactive engagement, recognition of guest preferences and thoughtful service delivery.
• Oversee VIP arrivals, special requests and complex guest situations with discretion and professionalism.
• Act as a senior point of contact for guest feedback and ensure concerns are resolved promptly and effectively.
• Establish, communicate and uphold service standards aligned with Sofitel’s luxury positioning.
• Lead, coach and develop Duty Managers, Supervisors, Night Managers and Front Office Ambassadors.
• Foster a culture of accountability, professionalism, belonging and continuous improvement.
• Maintain effective departmental procedures, daily briefings, duty logs and shift handovers.
• Oversee the Night Audit function and support the Night Manager in meeting operational requirements.
• Inspect public areas, guest floors and hotel spaces to ensure presentation, safety and brand standards are consistently maintained.
• Provide hotel-wide operational leadership and support during peak periods and after-hours operations.
• Oversee billing accuracy, revenue capture, cash floats, payment vouchers, keys and safety deposit procedures.
• Prepare and analyse monthly Front Office reports, including commentary on key performance indicators.
• Contribute to the hotel’s Annual Business Plan and financial budget.
• Manage departmental expenditure, purchasing and inventory while maintaining luxury service standards.
• Act as Chief Warden during emergencies and ensure security, incident-reporting and evacuation procedures are followed.
• Liaise professionally with external authorities when required.

Skills

Front Office leadership

Luxury service

People development

Emotional intelligence

Operational judgement

Financial acumen

Hotel systems knowledge

Safety and security

Communication and problem-solving

Accountability and improvement

Flexibility

Job description

Sofitel Gold Coast Broadbeach is seeking an accomplished Front Office Manager to lead the strategic and operational direction of our Front Office. You will drive personalised luxury experiences, oversee a diverse team, and collaborate with Housekeeping, Engineering and Reservations to deliver exceptional service.

Reporting to the Hotel Manager, you will uphold Sofitel’s luxury standards, manage peak periods, and contribute to financial planning and brand integrity across the hotel.