Position Overview

We are seeking a detail-oriented and highly organised Front Office Co-Ordinator to join our team at The Fullerton Hotel Sydney. This pivotal role provides vital administrative support to the Front Office team, helping to ensure smooth daily operations and an exceptional guest experience.

As the Front Office Co-Ordinator, you will be responsible for managing guest emails and feedback, processing invoices and refunds, overseeing follow-up tasks and internal communications, coordinating ordering and stock for the department, managing lost and found items, and supporting reconciliation processes. By owning these essential functions, you’ll help streamline the department's workload and create more space for our team to focus on delivering five-star service. This role plays a direct part in improving efficiency and driving higher guest satisfaction scores.

Key Responsibilities:

Guest Correspondence & Feedback

- Manage and respond to guest emails, feedback, and complaints in a timely and professional manner.

- Draft responses to online reviews and internal feedback platforms.

- Follow up on unresolved guest issues or inquiries until resolution.

Invoicing & Refunds
- Process guest refund requests accurately and in line with hotel policy.

- Assist with generating and sending invoices to guests or corporate clients.

- Track pending refunds and ensure all are actioned and closed.

Traces & Task Management
- Monitor and manage trace systems to ensure follow-up tasks are completed by relevant teams.

- Coordinate communication between Front Office and other departments as required.

Financial Reconciliation
- Assist with daily, weekly, and monthly reconciliation tasks.





- Support in reviewing and correcting billing discrepancies.

- Maintain records of reconciliations and financial correspondence.

Ordering & Supplies
- Manage office and front desk supply orders, liaising with procurement when necessary.

- Maintain an updated inventory of stationery and operational tools.

Lost & Found Management
- Oversee the lost and found process, ensuring accurate logging, secure storage, and guest communication.

- Coordinate return of items when appropriate.

FO Enquiries & Administrative Support
- Assist team members with internal requests and enquiries related to administrative processes.

- Support Duty Managers with reporting and documentation needs.

What We Are Looking For

We’re seeking a highly organised and proactive individual who thrives in a agile, guest-focused environment. The ideal candidate will possess:

- Previous experience in hotel operations or an administrative support role, preferably in a hospitality setting

- Strong written and verbal communication skills with a professional and empathetic tone

- Excellent time management and organisational abilities, with a keen eye for detail

- Proficiency in using hotel management systems and Microsoft Office Suite (Word, Excel, Outlook)

- A collaborative approach and willingness to support team members across departments

- Discretion and professionalism in handling guest information and financial data
- A genuine commitment to enhancing the guest experience through behind-the-scenes support

Work Schedule

This is a predominantly Monday to Friday role. However, occasional weekend or public holiday coverage may be required in line with business needs.

📌 Front Office Coordinator (Sydney)
🏢 The Fullerton Hotel Sydney
📍 Sydney