Front Office Manager

This Position is for Australian residents only or applicants who have the legal right to work in Australia, visa sponsorship opportunities are not available.

About DoubleTree by Hilton Melbourne – Flinders Street

DoubleTree by Hilton Hotel Melbourne – Flinders Street is conveniently located opposite the historic Flinders Street Station and is within walking distance of corporate offices, the famous Melbourne Laneways, and the South Bank precinct. Along with their world-famous chocolate chip cookies, DoubleTree features include 187 guest rooms, a restaurant and bar, fully equipped gym and meeting & event spaces.

About the Role

As Front Office Manager, you will be the face of the hotel and a key driver of our guest experience culture. Leading a passionate Front Office team, you will create an environment where genuine hospitality, service excellence, and personalised guest care are at the forefront of every interaction.

This is a highly visible, hands-on leadership role where you will spend time engaging with guests and supporting your team to deliver outstanding service from arrival through to departure. You will inspire, coach, and develop your team while ensuring the Front Office operates efficiently, profitably, and in line with Hilton brand standards.

If you are a people-focused leader who thrives in a fast-paced environment and is passionate about creating unforgettable guest experiences, we’d love to hear from you.

What Will I Be Doing?

• Lead and inspire the Front Office team to deliver exceptional guest experiences and achieve operational excellence.
• Maintain a visible presence in the lobby and Front Desk, engaging with guests and ensuring their needs are met professionally and proactively.
• Build strong guest relationships by recognising returning guests and creating personalised and memorable experiences.
• Coach, mentor, and develop Team Members to build capability, confidence, and a culture of service excellence.
• Effectively manage guest feedback, concerns, and service recovery opportunities, ensuring positive and timely resolutions.
• Monitor and analyse guest satisfaction metrics and online reputation scores, implementing initiatives to continually improve results.
• Drive departmental revenue opportunities through effective upselling, room allocation strategies, and guest engagement.
• Manage rostering, payroll, labour costs, and departmental productivity to achieve business objectives.
• Lead emergency response procedures when required, including acting as Chief Fire Warden and First Aid Officer.

What Are We Looking For?

To be successful in this role, you will have:

• Previous experience as a Front Office Manager, Assistant Front Office Manager, or seasoned Duty Manager within a full-service hotel environment.
• A genuine passion for hospitality and delivering exceptional guest experiences.
• Strong leadership skills with a proven ability to engage, motivate, coach, and develop teams.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with guests, team members, and stakeholders.
• Demonstrated problem-solving abilities and confidence managing guest concerns in a professional and empathetic manner.
• The ability to thrive under pressure while maintaining exceptional service standards.
• Strong commercial awareness with experience managing labour costs, payroll, productivity, and departmental performance.
• Flexibility to work a rotating roster, including weekends, public holidays, and peak business periods.
• A commitment to workplace health and safety and the ability to respond effectively in emergency situations.
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