Front Office Manager

At Hyatt we care for people so they can be their best. Care comes from an authentic place of empathy and human connection. We do this by truly seeing people and getting to know them as unique individuals, to enable us to design and deliver personal experiences. We believe in the power of belonging - of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences and jobs into careers.

We are seeking a personable and detail-oriented Front Office Manager to lead our Front Office team at Hyatt Regency Brisbane. Reporting to the Director of Operations, you will lead both Front Desk and Bell/Concierge teams.

As Front Office Manager, you’ll lead and mentor the team, helping people do their best work while delivering thoughtful service to our guests. You’ll have room to make things happen and shape how the department works day to day.

The work is varied and hands-on, with the opportunity to build your hospitality career and a pathway to future senior operational leadership roles.

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  Oversee Front Office operations across the guest journey, from reservations and enquiries through to check-in and check-out.

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  Manage Front Office staffing, rosters and labour costs to meet guest and business needs

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  Monitor guest feedback and service trends, and work with other departments to address recurring issues

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   Coordinate with Guest Experience Manager, VIP arrivals, special requests and service recovery with relevant hotel teams

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  Support recruitment, onboarding, performance feedback and succession planning for the team

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  Contribute to room revenue and occupancy strategies in partnership with Revenue and Reservations teams

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  Develop practical ways to grow World of Hyatt enrolments and support upselling.

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  Handle and resolve guest concerns efficiently, escalating matters when needed.

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  Maintain Front Office procedures, training and compliance with hotel standards

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  Support emergency preparedness, security procedures and incident reporting

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  Monitor hotel inventory each day and make sure room assignments reflect guests’ needs.

• You’ll be a natural host who enjoys making people feel welcome and going the extra mile. 

• A genuine interest in people and a passion for developing and mentoring a team.

• Front Office leadership experience in a similar role at a large five-star hotel.

• Strong proficiency with Opera and general operating systems.

• Excellent written and verbal communication skills.

• A high standard of grooming and personal presentation.

• Flexibility to work a range of shifts, including early mornings, late nights, overnight shifts, weekends and public holidays.

• Unrestricted working rights in Australia.