Front Office Operations Manager

1 week ago

Sydney, New South Wales, Australia beBeeDuty Full time $103,800 - $124,600
Job Title: Front Office Operations Manager

We are seeking a highly skilled and experienced Front Office Operations Manager to join our team at Caption by Hyatt Central Sydney. As a key member of the pre-opening team, you will play a crucial role in shaping the operational standards and guest service framework that defines our hotel.

  • Job Description:
  • Lead the Front Office operations from pre-opening setup through to the daily delivery of a seamless, guest-led experience.
  • Assist the Front Office Manager with pre-opening setup, including SOPs, systems, guest arrival flows, and checklists that reflect Caption's flexible, guest-led approach.

Key Responsibilities:

  • Manage all aspects of Front Office operations, including kiosk check-in/out, guest services, lobby flow, guest engagement, and luggage support, with shared oversight of Grab & Go.
  • Collaborate with Food & Beverage to integrate Talk Shop and Grab & Go into the guest journey, creating a cohesive cross-departmental experience.
  • Deliver hands-on onboarding and training for a multi-skilled, people-first team covering PMS and kiosk tech, brand culture, local knowledge, and service recovery.
  • Lead role-play scenarios and mock check-ins to test readiness, identify gaps, and refine team performance prior to opening.
  • Champion a guest-led, host-supported service style, ensuring personalised, unscripted service that feels connected to Haymarket's local community.
  • Coordinate with Housekeeping, F&B, Engineering, and Marketing to deliver a consistent guest experience.
  • Monitor arrivals, departures, and VIPs—using profiles and preferences to personalise service and drive guest satisfaction.
  • Support the Front Office Manager in upholding all WHS, safety, hygiene, and emergency protocols.

Requirements:

  • Proven experience in Front Office management, preferably in a pre-opening or launch phase.
  • Strong leadership and communication skills, with the ability to motivate and empower a diverse team.
  • Excellent problem-solving and analytical skills, with the ability to identify and address guest concerns efficiently.
  • Ability to work effectively in a fast-paced environment, prioritising tasks and managing multiple deadlines.
  • High level of proficiency in hospitality software, including property management systems (PMS) and kiosk technology.

Benefits:

  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development within a global hospitality leader.
  • A dynamic and supportive work environment, with a strong focus on teamwork and collaboration.

About Us:

Caption by Hyatt Central Sydney is a unique and innovative hotel concept that puts community, sustainability, and self-expression at the heart of everything we do. We are committed to delivering an exceptional guest experience that is both authentic and memorable.

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