Luxury Front Office Manager — Lead Guest Experience

Lancemore Hotel Group; Cairns Regional; On-site; AUD 85,000 - 120,000; Full time

Job summary

Lancemore Hotel Group, in partnership with Alamanda Palm Cove Hotel, seeks an experienced Front Office Manager to lead the Front Office operation and deliver exceptional guest experiences across the full guest journey. This hands-on leadership role focuses on developing people, elevating service standards and coordinating arrivals, departures, reservations and guest inquiries.

Reporting to the General Manager, you will coach the team, manage rosters, handle guest feedback, ensure smooth

Qualifications

• Experience leading Front Office teams in luxury hotels.
• Proven track record delivering high guest service standards.
• Strong communication and organisational skills.

Responsibilities

• Lead and support the Front Office team to deliver exceptional guest experiences.
• Oversee daily Front Office operations including arrivals, departures, reservations and guest enquiries.
• Coach, develop and motivate team members to achieve high service standards.
• Manage rosters, staffing requirements and day-to-day operational priorities.
• Handle guest feedback, complaints and service recovery professionally and effectively.
• Ensure smooth communication and collaboration across Front Office, Housekeeping and other operational departments.
• Maintain strong knowledge of room rates, packages, hotel services and local experiences.
• Monitor operational standards and identify opportunities to improve the guest journey.
• Support recruitment, onboarding, training and performance development of Front Office team members.
• Ensure hotel procedures, systems and service standards are consistently followed.
• Support the General Manager with operational priorities and broader hotel initiatives as required.

Skills

Leadership

Guest service

Communication

Problem solving

Organisational skills

Tools

PMS systems

RMS systems

Trust systems

Job description

Lancemore Hotel Group, in partnership with Alamanda Palm Cove Hotel, seeks an experienced Front Office Manager to lead the Front Office operation and deliver exceptional guest experiences across the full guest journey. This hands-on leadership role focuses on developing people, elevating service standards and coordinating arrivals, departures, reservations and guest inquiries.

Reporting to the General Manager, you will coach the team, manage rosters, handle guest feedback, ensure smooth