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 is a contemporary luxury retreat set amongst picturesque vineyards and rolling countryside. Renowned for its warm hospitality, elegant accommodation, and award-winning dining, the property offers guests a relaxed yet sophisticated experience in one of Australia's premier wine regions.
Home to the celebrated Éremo Restaurant, 46 beautifully appointed guest rooms, and premium wellness and leisure facilities, Spicers Guesthouse is a destination where exceptional service and genuine guest connections are at the heart of everything we do.
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)
- Strong 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.