Front Office Manager – Mercure Sunshine Coast Kawana Waters
Full Time Position
Mercure Sunshine Coast Kawana Waters is seeking an experienced and hands-on Front Office Manager to lead our Front Office operations and guest experience team.
Located in the heart of the Sunshine Coast Health Precinct, our hotel features 81 contemporary rooms, conference and event facilities, restaurant & bar operations, and a fast-paced environment servicing corporate, leisure, medical, and group markets.
This is an excellent opportunity for a strong operational leader who thrives in a busy hotel environment, enjoys developing teams, and understands the importance of accountability, service delivery, and financial controls.
About the Role
Reporting directly to the Hotel Manager/General Manager, you will oversee the day-to-day Front Office operations while leading, training, and developing the Front Office team & assisting all other departments.
This is a hands-on leadership role requiring flexibility across all shifts including AM, PM, mid and occasional overnight support where operationally required.
You will be responsible for ensuring exceptional guest experiences, operational efficiency, team performance, and strong financial and compliance outcomes.
Key Responsibilities
Operations & Guest Experience
* Lead the Front Office team across all daily operations
* Deliver exceptional guest service and maintain high presentation standards
* Manage guest feedback, complaints and service recovery professionally
* Ensure smooth arrivals, departures and daily hotel operations
* Support all departments operationally including Housekeeping and F&B where required
* Maintain brand standards and operational procedures
* Drive loyalty enrolments and guest satisfaction results
Leadership & Training
* Recruit, train and mentor Front Office team members
* Conduct ongoing shift training across AM, PM and Night Audit operations
* Lead by example through a visible and hands-on management style
* Manage rostering in line with payroll budgets and operational demands
* Conduct performance management conversations where required
Finance & Administration
* Oversee daily balancing and reconciliation processes
* Manage debtor accounts and Accounts Receivable follow up
* Ensure POS and Opera Cloud transactions are accurately reconciled
* Monitor cash handling, banking and financial controls
* Assist with forecasting, reporting and departmental cost management
Compliance & Auditing
* Ensure compliance with hotel policies and Accor brand standards
* Conduct regular operational audits and procedural checks
* Support WHS compliance and incident management processes
* Maintain accurate reporting and administrative records
About You
To be successful in this role, you will ideally have:
* Previous experience as a Front Office Manager or Assistant Front Office Manager within a hotel environment
* Strong Opera Cloud or PMS experience
* Excellent leadership and communication skills
* Strong financial understanding including reconciliation and AR processes
* Ability to work under pressure and manage competing priorities
* A hands-on and team-focused leadership style
* Flexibility to work across rotating shifts including weekends and public holidays
* Passion for hospitality and guest experience
What We Offer
* Opportunity to join a growing hotel operation on the Sunshine Coast
* Supportive and close-knit leadership team
* Career progression opportunities within a growing hotel network
* Staff accommodation and food & beverage discounts
* Access to Accor Heartist benefits and global hotel discounts
* A dynamic and fast-paced hotel environment where no two days are the same
If you are a motivated hotel leader looking to take the next step in your hospitality career, we would love to hear from you.
Apply now with your resume and cover letter.