Front Office Manager

Crystalbrook Flynn is a social butterfly - the natural life of the party. Located in the heart of the Cairns CBD and just steps from the esplanade, it is at the centre of the action. Crystalbrook Flynn features 311 stylish rooms and suites and three of the hottest restaurants and bars in town! Add to this two glass swimming pools, conference and event spaces, Eleme Day Spa and a 24-hour fitness centre, it is an inspiring and invigorating Hotel full of energy and innovation. 

At Crystalbrook Collection, we do things differently. Driven by our mission to harness the spirit of wonder, we embrace responsible luxury with positivity, creativity, and fun, delivering locally unique hospitality experiences for our community. We're not just another hotel group — we're a bold, sustainably minded collection that puts people and place at the heart of everything we do. Guided by our values — We are Customer Obsessed, We are Collaborators, and We are Courageous — we’re passionate about creating extraordinary guest experiences and shaping a new era of hospitality.

The Opportunity:

As Front Office Manager, you will lead the heartbeat of the guest experience, shaping every arrival, stay and departure with genuine care, precision and warmth. Overseeing Front Office operations, porter services, guest relations, switchboard and Night Audit, you will ensure each touchpoint feels seamless, personalised and distinctly Crystalbrook Flynn.

Reporting to the Operations Manager, you will inspire and develop a high-performing team while fostering a culture of collaboration, accountability and service excellence. With a strong presence across the hotel, you will engage with guests, anticipate their needs and champion experiences that leave a lasting impression.

This role requires a well-rounded operational leader with an understanding of reservations and group block management, ensuring alignment between inventory, guest expectations and service delivery. You will play a key role in evaluating guest feedback, identifying trends and implementing improvements that enhance the overall guest journey.

Working closely with Housekeeping, Reservations, and Finance, you will ensure seamless day-to-day operations and exceptional guest delivery. You will also contribute as a key member of the Hotel Leadership Team, regularly running shifts as Manager on Duty and supporting operational decision-making.

This is a full-time position operating across a 7-day roster, including weekends and public holidays.

The Talent:

You are a confident, people-centric leader who thrives in a dynamic hospitality environment. With a passion for service excellence and a collaborative leadership style, you inspire your team to deliver elevated guest experiences.

You will bring:

• Proven experience in a Front Office leadership role
• Demonstrated experience using Opera Cloud
• A strong understanding of the end-to-end guest journey and service excellence
• Knowledge of reservations systems, including exposure to group block management
• Experience evaluating guest feedback and implementing service improvements
• Strong leadership skills with the ability to coach, motivate and develop high-performing teams
• Sound financial and commercial acumen, including labour management, forecasting and budgeting
• Proven ability to develop rosters and plan daily operations in line with business needs
• Excellent organisational, communication and problem-solving skills
• Availability to work across a 7-day roster, including weekends and public holidays
• Experience within a luxury or lifestyle hotel environment will be highly regarded.

Why Us:

You will work alongside exceptional people in a supportive, collaborative and agile environment. We are proud to offer a range of industry-leading benefits that support your lifestyle, career and wellbeing including:

• 50% F&B discount across all Crystalbrook restaurants and bars  
• $99 room rates and a generous friends and family discount  
• Enhanced parental leave and lifestyle benefits  
• A commitment to a green future through sustainable luxury practices  
• Access to our internal mobility program and team reward schemes  
• Online learning and training platforms and tailored career development pathways  
• A culture of collaboration, diversity and elevated experiences  
• Limitless career opportunities in a fast-growing, dynamic environment  
• Regular service recognition and team engagement events  

Crystalbrook Collection is an award-winning hotel development and management company, proudly showcasing Australia’s newest portfolio of distinctive upscale hotels, restaurants and bars where differences are applauded. In just seven years, we own and manage luxury hotel assets worth over AU$1 billion across NSW and QLD. Our growth trajectory continues with exciting plans for new hotels in Adelaide and Canberra during 2026 and continued ambitions for further expansion both domestically and internationally.

We’re proud to foster a workplace that supports equality, inclusion and accessibility. We welcome applications from all genders, ages, backgrounds, cultures and religions.   

If you have a health condition or disability, please let us know early in the recruitment process so we can provide the appropriate support to ensure you can perform at your best.   

As part of our recruitment and compliance process, we may request eligibility documents, police checks and employment references.