Hilton is seeking a Guest Services Manager within the Front Office Department. You will be responsible for overseeing the daily operation of the hotel’s front of house arrival and departure experience, managing a high-volume lobby environment, and coordinating guest services to maintain exceptional standards.
What You'll Do
- Oversee the daily operation of the hotel’s front of house arrival and departure experience.
- Lead the Concierge team, comprising Concierge, Bell Captains, Porters, Valet, and Doorman teams.
- Ensure a seamless, efficient and welcoming guest journey from the moment guests arrive until their departure.
- Manage a high-volume lobby environment, coordinating guest movement, luggage handling, transportation, and valet services.
- Ensure the lobby and entrance areas operate smoothly during peak arrival and departure periods, supporting both individual guests and large groups.
- Guide the Concierge team to deliver efficient luggage management, transportation coordination, and personalised guest assistance.
- Achieve the hotel’s guest satisfaction and operational KPIs.
What We're Looking For
- Minimum 2 years’ Front Office leadership experience, preferably in a large or high-volume hotel.
- Proven leadership skills with the ability to coach, mentor and develop team members.
- Strong guest service mindset with a passion for delivering exceptional hospitality.
- Excellent communication skills in English, both written and verbal.
- Ability to manage lobby operations, guest flow and luggage services during busy arrival and departure periods.
- Experience resolving guest concerns and operational challenges in a professional and timely manner.
- Strong organisation, attention to detail and problem-solving abilities.
- Confidence using hotel systems and general IT programs.
- Ability to work collaboratively across departments and maintain strong internal relationships.
- Current NSW manual driver’s licence.
- Physically able to assist with luggage handling and guest vehicle movements.
- Commitment to workplace health and safety standards and team wellbeing.
- A positive, professional attitude with a focus on continuous improvement and personal development.
Nice to Have
- PMS experience such as OnQ is advantageous.
Team & Environment
You will be part of the Front Office Department, leading a diverse team of service professionals in a dynamic, guest-facing environment.
Benefits & Compensation
- BEST Team Member Travel Program with HUGE discounts on hotel rooms.
- 110 exceptionally discounted travel nights per year for you, your friends or family to enjoy at any of our 9000+ hotels located in 141 countries and territories.
- Discounts of up to 25-50% on products and services in participating Hilton outlets.
- Extensive range of career development opportunities including access to Hilton University training, offering more than 3000 free learning programs.
- Bonus Annual Leave days after 2 years.
- Unwavering focus on creating an inclusive environment offers growth opportunities, is driven by purpose, and allows team members to bring their best, most authentic selves to work.
Work Mode
This is an onsite position located in Sydney, Australia.
Hilton is dedicated to filling the earth with the light and warmth of hospitality by bringing its values to life. We are an equal opportunity employer focused on creating an inclusive environment.
