Front Office Manager

Are you the kind of person who can turn a simple "hello" into a "WOW"? Do you lead with passion and bring the kind of energy that makes guests feel like VIPs from the moment they arrive? If you're ready to sprinkle some magic on every guest experience and take your career to the next level, Dorsett Gold Coast is calling your name? Dorsett Gold Coast is a stylish and contemporary hotel located in the vibrant heart of the Gold Coast. With breathtaking views, modern facilities, and exceptional service, we provide an extraordinary experience for both leisure and business travellers. Our team is dedicated to creating memorable stays for guests, offering an inviting atmosphere where comfort meets luxury. As part of the globally recognised Dorsett brand, we take pride in upholding the highest standards of hospitality, and we’re looking for a passionate Front Office Manager to join the team What’s the Role? As our Front Office Manager, you’ll be the heart and soul of our guest’s experience. From check-in to check-out, you’ll be the ultimate guest experience champion, ensuring every detail runs like clockwork. You’ll lead an incredible team, coordinate smooth operations, and make sure that every guest leaves with a smile. Key Responsibilities: Leading, Coaching and Supporting the Front Office Team: foster a high-performing team culture to deliver exceptional guest service Overseeing the Guest Journey: ensure a seamless and personalised experience throughout the guest's stay, from arrival to departure, including room assignments, in-stay requests, and check-out Handling Guest Enquiries, Complaints and Requests: resolve issues promptly with a proactive and positive approach, including responding to online guest reviews Maintaining Operational Standards: ensure all systems and procedures are in place for smooth day-to-day operations Recruitment and Training: hire, onboard and develop Front Office team members to uphold service excellence Overseeing Rosters and Resource Allocation: optimise staffing levels to meet business needs efficiently Collaborating with Housekeeping, Maintenance & Other Departments: ensure timely communication and resolution of guest needs Upselling Incentivisation & Dorsett Your Rewards Membership Program: drive revenue and loyalty through targeted initiatives Preparing & Managing Reports: compile and analyse daily, weekly and monthly reports to support operational decision-making Stakeholder Management: build and maintain strong relationships with internal and external stakeholders, ensuring alignment and effective communication across teams What We Are Looking For: Previous experience in a Front Office Managerial position Opera Cloud experience (preferred) Knowledge of P&L’s and departmental budgets Demonstrated leadership skills, and the ability to recruit, train, motivate and develop team members Ability to foster good relationships with guests and exceed satisfaction levels A natural problem solver who turns challenges into opportunities Someone who thrives in a fast-paced, ever-changing environment A positive attitude with the ability to work well both independently and part of a team Ability to work a flexible roster including weekends and public holidays Why Dorsett? 50% off stays in our properties, globally Birthday Leave – a paid day where you can celebrate YOU Employee Assistance Program Professional, friendly and supportive team Stunning location right in the heart of the Gold Coast Be part of an innovative global brand with a local vibe – we blend the best of both worlds What’s Next? If you’re ready to lead with energy, passion, and a smile, don’t wait Hit that “Apply” button now to join our team at Dorsett Gold Coast. We can’t wait to see what you’ll bring to our team Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr