Salter Brothers Hospitality – Pokolbin NSW

Spicers Guesthouse Hunter Valley has an exciting opportunity for a full-time Front Office Duty Manager to join our passionate team.

About Spicers Guesthouse

Nestled in the heart of the Hunter Valley, Spicers Guesthouse offers a up-to-date and relaxed luxury retreat surrounded by picturesque vineyards and rolling hills. With elegant guest rooms, a renowned restaurant, and a warm, welcoming atmosphere, the property blends contemporary style with country charm.

About Salter Brothers Hospitality

Salter Brothers Hospitality is one of Australia’s leading luxury hospitality groups, with a growing portfolio of 19 retreat hotels and estates across the country. Our brands include Spicers Retreats, Ardour Hotels & Estates and Bannisters, complemented by over 29 restaurants and bars and a collection of luxury spa and wellness experiences.

Driven by a commitment to genuine hospitality, quality experiences, and continuous growth, we aim to elevate every guest journey through a culture grounded in care, curiosity, progression, and excellence -empowering our people to develop, innovate and thrive.

The role and key duties

- Deliver consistently exceptional front office experiences through warm, genuine, and efficient service, ensuring each guest feel welcomed, valued, and cared for.
- Lead, mentor, and inspire the front office team to deliver personalised and memorable guest experiences across all touchpoints of the stay.
- Act as the key point of contact for guest enquiries, feedback, and concerns, managing escalations with professionalism, empathy, and effective service recovery.
- Serve as Duty Manager on assigned shifts, taking responsibility for overall hotel operations, guest satisfaction, and safety.
- Oversee daily front office operations including arrivals, departures, reservations, guest communications, and system accuracy.
- Ensure seamless coordination between front office, housekeeping, maintenance,



and food & beverage teams to deliver a cohesive guest experience.
- Manage daily reporting, audit procedures, and front office systems, ensuring accuracy and compliance.
- Make confident, timely decisions in fast-paced or high-pressure situations, ensuring the best outcomes for guests and the business.
- Identify opportunities to enhance revenue through room upgrades, packages, and tailored guest experiences.
- Maintain high presentation standards across the front office and public areas of the property.
- Perform any other reasonable duties as directed by the Hotel Manager or leadership team.

Essential criteria required to be considered

- Minimum 1–2 years’ experience in a Front Office Supervisor or Duty Manager role within a hotel or luxury accommodation environment (essential).
- Experience with hotel management systems (e.g. RMS, Opera or similar)
- Solid understanding of luxury hospitality service standards, with the ability to create personalised and memorable guest experiences.
- Excellent communication and interpersonal skills, with the ability to build rapport with guests, team members, and stakeholders.
- Proven problem-solving and decision-making capability, with the ability to remain calm and effective under pressure.
- Strong organisational skills and attention to detail across multiple operational areas.
- High standards of personal presentation and professionalism aligned with brand expectations
- Flexibility to work a rotating roster, including weekends, evenings, and public holidays.
- Reliable transport and/or ability to commute to the Hunter Valley region.

Salter Brothers Hospitality Benefits

- Huge range of discounts across our entire portfolio of luxury hotels and retreats including accommodation, F&B; and Spa discounts;
- Friends and family discounts;
- Access to Employee Assistance Program (EAP);
- Caring and progressive culture where all team members are celebrated & recognised regularly;
- Opportunities for career development and mobility across our 19 Australian properties (and growing!).

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📌 Front Office Duty Manager (Pokolbin)
🏢 Salter Brothers Hospitality
📍 Pokolbin