Front Office Manager

Front Office Manager

JW Marriott Gold Coast Resort & Spa | Surfers Paradise, Queensland

Lead with Purpose. Inspire Excellence. Create Extraordinary Guest Experiences.

 

At JW Marriott Gold Coast Resort & Spa, luxury is more than exceptional surroundings. It is found in the thoughtful details, genuine connections and intuitive service that make every guest feel truly valued.

 

We are seeking an inspiring and accomplished Front Office Manager to join our leadership team and play a pivotal role in shaping the guest experience at one of Australia's distinctive luxury resorts.

 

This is an exciting opportunity for a passionate hospitality leader who believes that exceptional service begins with empowered associates, meaningful guest connections and a commitment to delivering excellence at every touchpoint.

 

The Opportunity

Reporting to the Rooms Division Manager, you will lead our Front Office operations, inspiring a diverse team across Reception, Concierge, Guest Services and At Your Service.

Beyond overseeing daily operations, you will champion a culture where our associates are encouraged to anticipate guest needs, personalise every interaction and take genuine ownership of the guest experience.

You will combine operational expertise with an engaging leadership style, ensuring our guests experience the warmth, sophistication and thoughtful hospitality synonymous with JW Marriott.

 

Your Key Responsibilities

Elevate the Guest Experience

• Champion anticipatory, intuitive and personalised service throughout the guest journey.
• Create memorable arrival and departure experiences, with particular attention to VIPs, Marriott Bonvoy Elite members and returning guests.
• Lead thoughtful and timely guest recovery, empowering associates to turn service challenges into opportunities to build lasting loyalty.
• Drive guest satisfaction, brand standards and luxury quality assurance performance.

Inspire and Develop Our People

• Lead, mentor and develop a high-performing Front Office leadership team.
• Foster a culture of engagement, accountability, collaboration and genuine care.
• Identify emerging talent and create meaningful development and succession opportunities.
• Lead by example, demonstrating composure, sound judgement and confidence in a dynamic luxury resort environment.

Drive Operational and Commercial Excellence

• Oversee daily Front Office performance, including room inventory, arrivals, departures, room readiness and guest communications.
• Optimise staffing, productivity and departmental expenses without compromising service standards.
• Champion room upgrades, upselling opportunities and Marriott Bonvoy loyalty engagement.
• Collaborate closely with Housekeeping, Reservations, Revenue Management and Food & Beverage to deliver a seamless guest experience.
• Leverage guest feedback, quality audits and operational insights to identify opportunities for continuous improvement.

 

About You

You are a confident and approachable leader who combines a genuine passion for people with a strong understanding of luxury hospitality.

You will bring:

• Proven Front Office management experience within a luxury hotel, premium resort or comparable hospitality environment.
• Strong leadership capabilities with a demonstrated ability to coach, inspire and develop others.
• A passion for guest recognition, personalisation and creating memorable experiences.
• Sound commercial awareness, operational planning and financial understanding.
• Exceptional communication, problem-solving and decision-making skills.
• Experience with hotel property management systems; knowledge of Marriott systems and Marriott Bonvoy will be highly regarded.
• A proactive mindset, adaptability and the ability to lead confidently through change.

 

Why Join JW Marriott?

At JW Marriott, we believe that taking care of our associates is the foundation of taking care of our guests.

You will become part of a global luxury hospitality family that values wellbeing, celebrates individuality and provides opportunities to grow your career.

 

Through The JW Treatment™, we strive to create an environment where our associates feel supported, inspired and empowered to deliver extraordinary hospitality.

 

If you are ready to lead with purpose, inspire those around you and create meaningful guest experiences, we invite you to discover your next chapter with JW Marriott Gold Coast Resort & Spa

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.