Front Office Operations Director

2 days ago

Gold Coast, Queensland, Australia beBeeManager Full time $90,000 - $120,000
Job Summary

As a Front Office Manager, you will oversee the day-to-day operation of Front Office, Switchboard/Telephones, Concierge and Night Audit functions to maintain brand service standards, maximize profitability, and meet guest/customer needs.

Key Responsibilities
  • 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.).
  • Ensure efficient daily operations including check-in/out, room allocations, lobby services, and night audit processes.
  • Collaborate across departments (Reservations, Housekeeping, Engineering, Finance) to ensure seamless service, maintenance resolution, and accurate billing and reporting.
  • Manage financial performance by controlling costs, forecasting revenue/occupancy, overseeing budgets, and ensuring accurate cash handling and reconciliation.
  • Lead and develop the Front Office team through recruitment, structured training, coaching, regular feedback, and performance management.
  • Foster strong guest relations by handling VIP needs, special requests, complaints, and feedback, always aiming to exceed guest expectations.
Qualifications & Experience
  • 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.

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