Assistant Front Office Manager

JobsCloseBy Editorial Insights

InterContinental Brisbane is seeking an Assistant Front Office Manager to support the Front Office Manager in leading daily operations across Reception, Guest Relations and Concierge, while owning security coordination and acting as on duty leader when required. This luxury property in Brisbane’s CBD, opening this winter with 319 rooms and expansive spaces, values guest care and operational excellence above all. You should hold a Diploma or Degree in Hospitality, have at least 3 years front office experience in a luxury hotel, proven leadership, Opera PMS proficiency, RSA and First Aid, and full Australian work rights plus a QLD driver’s license. To apply, tailor your CV to show service excellence, loyalty enrolments, incident response and cross‑department collaboration at careers.ihg.com.

At InterContinental Hotels & Resorts, we are dedicated to delivering exceptional luxury experiences through genuine hospitality, personalised service, and world-class standards. We create memorable experiences for our guests while fostering an environment where our colleagues can thrive, grow, and deliver their best every day.

Nestled in the heart of Brisbane’s CBD, InterContinental Hotel Brisbane will open to guests this winter, offering 319 spacious hotel rooms and suites, all day dining restaurant and lobby bar, outdoor pool, fitness center and Club Lounge, all in a prime location above Queen Street Mall, perfect for exploring the city’s top attractions. With over 1800 square meters of meeting and events spaces, InterContinental Brisbane offers versatile function rooms and a Grand Ballroom catering for up to 1000 guests, making it a great choice for business and leisure events alike.

Your Role:

As Assistant Front Office Manager, you will support the Front Office Manager in leading the day-to-day operation of the Front Office department, ensuring exceptional guest experiences, operational excellence, and colleague engagement. You will be a visible leader who inspires the team, drives service standards, and acts as a key operational decision-maker in the absence of the Front Office Manager. You will work closely with Reception, Guest Relations, Concierge, Club InterContinental, Guest Services, and Night Audit teams to ensure a seamless guest journey from arrival through departure.

In your role, you will also act as the hotel’s key operational lead for security matters, providing day-to-day coordination, guidance and oversight for guest, colleague and visitor safety across the property. You will be supported by the Front Office Manager and Executive Assistant Manager, however will be expected to take ownership of security awareness, incident coordination and operational follow-up across the hotel.

A little taste of your day-to-day:

• Supporting the Front Office Manager in the daily leadership of Front Office operations, including Reception, Guest Relations, Concierge, Club InterContinental, Guest Services, and Night Audit.
• Leading by example on the floor, ensuring guests receive personalised, professional, and memorable service at every interaction.
• Creating exceptional guest experiences through proactive engagement, personalised recognition, and prompt resolution of guest concerns.
• Building strong relationships with VIP guests, IHG One Rewards members, corporate travellers, and repeat guests.
• Monitoring daily arrivals, departures, room allocations, and VIP movements to ensure operational readiness.
• Acting as Manager on Duty as required, providing operational leadership and decision-making across the hotel.
• Managing guest feedback, service recovery, and complaint resolution to achieve positive guest outcomes.
• Coaching, mentoring, and developing colleagues to build capability, confidence, and service excellence.
• Assisting with recruitment, onboarding, training, rostering, performance management, and succession planning.
• Driving guest satisfaction, loyalty enrolments, upselling opportunities, and departmental performance objectives.
• Maintaining a strong presence in the lobby and public areas to support guests and colleagues.
• Collaborating closely with Housekeeping, Engineering, Food & Beverage, Sales, and other departments to deliver seamless guest experiences.
• Ensuring compliance with InterContinental Brand Standards, hotel policies, and operating procedures.
• Monitoring departmental productivity, labour costs, and service delivery standards.
• Take a lead role in the coordination of hotel security processes, including incident response, access control awareness, guest and colleague safety matters, unwanted persons, emergency procedures and escalation protocols.

What We need from you:

• Diploma or Degree in Hospitality Management, Tourism, Business, or a related field.

• Previous experience within InterContinental Hotels & Resorts or another luxury hotel brand.

• Minimum 3 years’ experience in Front Office operations within a luxury or premium hotel environment.

• Previous leadership experience as a Front Office Supervisor, Duty Manager, Assistant Front Office Manager, or similar role.

• Strong knowledge of luxury guest service standards.

• Experience using Opera PMS and hotel operational systems.

• Strong communication, leadership, and problem-solving skills.

• Ability to manage competing priorities in a fast-paced environment.

• Calm under pressure—handling complaints, emergencies, or operational hiccups without disruption
• Full working rights in Australia without restrictions
• Valid Responsible Service of Alcohol and First Aid Certificate are required
• Must have a Valid QLD Drivers License
• Fluent in the English language; additional language skills would be great, but not essential
• Impeccable grooming standards and good personal hygiene

• Flexibility to work rotating shifts including nights, weekends, and public holidays.

• Knowledge of IHG systems and proven track record with success at working with loyalty schemes and enrolments