FRONT OFFICE MANAGER

New Opening | Hilton Palm Cove Resort & Spa

Palm Cove, Far North Queensland

Lead the arrival. Define the experience. Set the standard.

Hilton is bringing a new level of luxury to Far North Queensland with the opening of Hilton Palm Cove Resort & Spa—and we're searching for an exceptional Front Office Manager to lead our Front Office, Concierge and Guest Services operation from day one.

Set against the breathtaking backdrop of Palm Cove, just north of Cairns, this tropical paradise blends laid-back luxury with world-class hospitality. As Front Office Manager, you will be the face of the hotel, creating memorable arrival and departure experiences while building a culture of genuine hospitality and service excellence.

About the Role

As Front Office Manager, you will lead the front-of-house operation, ensuring every guest feels cared for, valued and respected throughout their stay. You will oversee Front Desk, Concierge and Switchboard operations, driving service standards, team engagement, guest satisfaction and commercial performance.

This role requires a hands-on leader who thrives in a luxury hospitality environment, is passionate about people, and has a proven ability to build high-performing teams while delivering exceptional guest experiences.

You will:

- Lead and inspire a high-performing Front Office team that consistently delivers exceptional guest service.
- Ensure every guest interaction reflects Hilton's commitment to hospitality and personalised service.
- Drive guest satisfaction, loyalty and Hilton Honors engagement.
- Partner closely with Housekeeping, Engineering, Food & Beverage and Revenue teams to deliver seamless guest experiences.
- Champion upselling initiatives and maximise revenue opportunities across the guest journey.
- Oversee team development, performance management, recruitment and succession planning.

What You'll Bring

Leadership & Culture

- Proven experience leading Front Office operations within a hotel or resort environment.
- A visible,



hands-on leadership style that inspires confidence and accountability.
- Passion for coaching, mentoring and developing future hospitality leaders.
- Robust people management skills with the ability to build engaged and high-performing teams.

Guest Experience Excellence

- A genuine passion for delivering exceptional guest experiences.
- Experience managing guest feedback, service recovery and guest satisfaction initiatives.
- Strong knowledge of loyalty programs, guest recognition and personalised service delivery.
- Commitment to being present, visible and approachable for guests and team members alike.

Commercial & Operational Acumen

- Strong understanding of hotel operations and revenue optimisation.
- Experience driving upselling performance and maximising guest value.
- Ability to manage rostering, payroll compliance and labour productivity.
- Confidence working with hotel systems, guest platforms and operational reporting.

Safety, Security & Compliance

- Strong understanding of hotel safety and security procedures.
- Experience managing incidents, emergency procedures and hotel security requirements.
- Commitment to maintaining a safe, secure and compliant environment for guests and team members.

Core Competencies

- Exceptional guest-centric mindset.
- Outstanding communication and relationship-building skills.
- Strong leadership presence and emotional intelligence.
- Commercially aware and results-focused.
- Organised, adaptable and calm under pressure.
- Collaborative approach with a passion for teamwork and service excellence.
- High levels of ownership, integrity and accountability.

Why Hilton Palm Cove?

- Join a brand-new luxury resort opening
- Lead the guest experience strategy from day one
- Build and shape an exceptional Front Office culture and team
- Work in one of Australia's most spectacular tropical destinations
- Be part of Hilton's global culture of development, opportunity and excellence

If you're ready to lead with hospitality, create memorable guest experiences and help shape one of Australia's most exciting new resort openings, we'd love to hear from you.

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📌 Front Office Manager (Palm Cove)
🏢 Hilton Palm Cove Resort
📍 Palm Cove