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.
What will it be like to work for Hilton?
At Hilton we know that our Team Members are the reason behind our success so in turn we are committed to ensuring that Hilton is a workplace where you can Thrive and make time for what matters most. Over the past five years, we have held our top spot as the #1 hospitality company in Australia as listed by the Great Places to Work institute. In 2026, Hilton ranked #2 across all industries in Australia! You can also look forward to receiving:
Worldwide travel discounts at unbelievable rates for you and your friends and family!
A competitive salary and bonus package
Free access to growth and development opportunities from top class providers; Harvard University and LinkedIn Learning just to name a few
A workplace culture that fosters personal wellbeing and gives you free access to Employee Assistance Programs to support your mental and physical wellbeing
