Front Office Manager

1 day ago

Townsville, Queensland, Australia KPAT Hotels Full time

About Us

KPAT Hotels is an independent hospitality group with a growing presence across Queensland. We own and operate a diverse and evolving mix of hotels, pubs, restaurants, conference venues and catering services. We are a vibrant team and hugely ambitious. We are looking for people who share our philosophy of making things happen—this is a place for doers.

We believe hospitality is about creating spaces and moments that bring people together, celebrate local culture, and leave a lasting impression. From landmark pubs to distinctive hotels and memorable experiences, we are committed to fostering genuine connections between our guests, the communities they live in and the experiences they seek.

Kpat Hotels operate the Oaks Townsville Metropole under the Oaks Hotels & Resorts brand— one of Australasia's largest apartment-style accommodation providers, managing over 55 properties across five countries. Our modern apartments and exceptional service make guests return time and time again.

The Role

We're looking for an experienced and passionate Front Office Manager (FOM) to lead our front office team and deliver outstanding guest experiences. As Second-in-Charge (2IC) to the Hotel Manager, you'll play a key leadership role in the property's success. This is a hands-on position where you'll oversee daily operations, inspire your team, and ensure every guest feels at home.

Key Responsibilities

  • Lead and motivate the front office team to deliver exceptional service
  • Manage rosters, training, and performance reviews
  • Oversee check-in/check-out processes and resolve guest issues promptly
  • Drive revenue through upselling and promoting hotel services
  • Collaborate with other departments for seamless guest experiences
  • Act as 2IC to the Hotel Manager, supporting operational and strategic goals

Performance Expectations

  • Achieve guest satisfaction scores of 90%+
  • Maintain front office efficiency and accuracy
  • Deliver positive team engagement and retention
  • Contribute to revenue growth through upselling targets

About You

  • Minimum 2–3 years' experience in a front office supervisory or management role
  • Strong leadership and communication skills
  • Professional presentation and attention to detail
  • Knowledge of property management systems (PMS) preferred
  • Availability to work weekends and public holidays

Why Join Us?

  • 50% discounts on accommodation across Minor Hotel brands
  • Discounts at onsite restaurants, cafes, bars, and wellness retreats*
  • Career progression & education assistance
  • Wellbeing programs (Uprise)
  • Reward & Recognition programs

At Oaks Townsville Metropole, you'll be part of a vibrant team that thrives on delivering exceptional guest experiences and creating a positive workplace culture.

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