Are you a confident hotel leader who knows how to create a great first impression?

Southport Sharks is seeking a hands-on Front Office Manager to lead the daily operations of Mantra at Sharks, ensuring every guest experience is welcoming, professional and seamless from arrival to departure.

This is a key leadership role responsible for driving service standards, supporting the Front Office team, coordinating reservations, managing guest enquiries and working closely with Housekeeping, Maintenance and the broader Southport Sharks precinct to deliver an exceptional guest experience.  Working a flexible roster across a 24/7 Hotel is critical to the success of this role.  

About the Role

Reporting to the Hotel Manager, you will lead the Front Office team and oversee the smooth day-to-day running of hotel operations. You will be visible, hands-on and proactive, supporting the team while also ensuring systems, processes, rostering, guest accounts and service standards are well managed.

This role is ideal for someone who enjoys leading from the front, building team capability and creating memorable guest experiences.

What You’ll Be Doing

• Leading, coaching and supporting the Front Office team.
• Overseeing daily hotel arrivals, departures, reservations and guest enquiries.
• Managing guest complaints and resolving issues quickly and professionally.
• Coordinating with Housekeeping and Maintenance to ensure rooms and guest areas are ready and well presented.
• Preparing rosters in line with business demand and budget requirements.
• Ensuring guest accounts, banking and administrative processes are completed accurately.
• Supporting upselling opportunities, including room upgrades and packages.
• Ensuring loyalty members and VIP guests receive appropriate recognition and service.
• Maintaining strong communication across the Hotel, Club, Fitness Centre, Food & Beverage, Gaming and Events teams.
• Supporting compliance with safety, privacy, emergency and operational procedures.

About You

You are an energetic, organised and guest-focused leader. You know how to support a team, manage competing priorities and keep service standards high, even during peak periods.

You will bring:

• Previous experience in Front Office, hotel operations or guest services in a leadership role.
• Strong communication and problem-solving skills.
• A genuine passion for guest experience.
• Confidence managing guest complaints and operational issues.
• Strong attention to detail across reservations, billing and administration.
• Ability to roster according to business demand.
• Experience with hotel systems and reservations processes 

Why Join Southport Sharks?

At Southport Sharks, you’ll be part of a large, diverse and community-focused property that includes a hotel, club, food and beverage outlets, gaming, events, fitness and football.

This role offers the opportunity to:

• Lead a key guest-facing team within a busy hotel environment.
• Work across a unique and diverse hospitality property.
• Make a visible impact on guest experience and service standards.
• Grow your leadership capability in a well-known Gold Coast organisation.

Apply Now

If you are a hands-on Front Office leader who is passionate about people, service and creating a great guest experience, we would love to hear from you.