Lead the front office of one of Carlton's busiest serviced apartment hotels — a genuine leadership role with autonomy, momentum, and direct access to the GM.
Arrow on Swanston sits at 488 Swanston Street, right on the edge of Melbourne's CBD, moments from RMIT and the University of Melbourne. We host a vibrant mix of corporate, government, leisure and long-stay guests, and our property is on the rise — climbing review scores, a growing corporate client base, and a team that takes real pride in the guest experience.
Now we need an experienced Front Office Manager to take the reins.
The Opportunity
This is not a role where you'll be buried under layers of management. You'll own the front office — reception and night audit, across a 24/7 operation — and report directly to the General Manager. You'll set the standard, build the team, and see your impact show up in our guest reviews.
You will:
- Lead, roster and develop the front desk and night audit teams
- Own the guest experience end to end — arrivals, departures, complaints, and everything in between
- Drive our online review performance across Google, Booking.com, Agoda and Airbnb
- Keep the engine room running: accurate night audits, daily reconciliations, clean guest accounts
- Work hand-in-hand with revenue and housekeeping to keep rooms selling and guests happy
- Look after our corporate and government accounts with accurate billing and polished service
What You'll Bring
- 3+ years in front office leadership in a hotel or serviced apartment environment
- Experience running a 24/7 front desk operation, including night audit oversight
- PMS confidence — RMS Cloud experience highly regarded
- Familiarity with OTA extranets and channel managers (SiteMinder a bonus)
- A track record of lifting guest satisfaction and review scores
- Sharp attention to detail with cash handling and end-of-day balancing
- Calm, well-presented leadership under pressure
- Full Australian working rights.
Pay: $60,215.21 – $84,961.01 per year
Work Location: In person
