Guest Services Leader

1 day ago

Gold Coast, Queensland, Australia beBeeCustomerService Full time $90,000 - $120,000
Job Title

Front Office Manager

Job Description

We are seeking a highly skilled Front Office Manager to lead our day-to-day operations. The ideal candidate will be responsible for managing the Switchboard/Telephones, Concierge and Night Audit functions, ensuring all brand service standards are maintained, profitability is maximised, and guest/customer needs are met.

  • The successful candidate will lead and manage Front Office operations to deliver exceptional, guest-focused service while ensuring alignment with brand standards and financial KPIs (RPS, NPS, Loyalty, Upsell, etc.).

  • They will ensure efficient daily operations including check-in/out, room allocations, lobby services, and night audit processes, with active presence during key guest periods.

  • Our ideal candidate will collaborate across departments (Reservations, Housekeeping, Engineering, Finance) to ensure seamless service, maintenance resolution, and accurate billing and reporting.

  • They will also manage financial performance by controlling costs, forecasting revenue/occupancy, overseeing budgets, and ensuring accurate cash handling and reconciliation.

  • In this role, you will lead and develop the Front Office team through recruitment, structured training, coaching, regular feedback, and performance management to build a high-performing culture.

  • You will foster strong guest relations by handling VIP needs, special requests, complaints, and feedback, always aiming to exceed guest expectations and promote loyalty.

  • Champion health, safety, and security standards, including WHS procedures, emergency responses, and safe work practices for guests and team members.

  • Drive brand alignment and representation, upholding Ennismore and Mondrian values in conduct, service delivery, communication, and appearance.

  • Ensure compliance with legal and company policies, including RSA, licensing, confidentiality, equal opportunity, and anti-discrimination.


Required Skills and Qualifications

To succeed in this role, you will need:

  • 2 years' experience in a leadership role within Front Office or a similar environment.

  • Demonstrated leadership experience within the customer service industry.

  • Possess a strong background in Front Office procedures and Opera PMS. Opera Cloud preferred.

  • Experience with forecasting, budgeting, and Revenue Management principles.

  • Proven experience managing rosters and costs to achieve budgets and targets.

  • Demonstrated ability to coach, mentor, develop, and inspire teams.

  • Responsible Service of Alcohol Certificate or willingness to obtain one.

  • Current First Aid Certificate or willingness to obtain one.


About Us

We offer a dynamic and innovative work environment where you can grow your skills and advance your career.

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