Front Office Manager

Job description

Be Part of Something New and Meaningful!

At Caption by Hyatt Central Sydney, we’re rethinking hospitality—putting community, sustainability, and self-expression at the heart of everything we do. Designed to be of the community, not just in it, Caption by Hyatt Central Sydney will be the first of its kind in Australia, offering a vibrant, people-first experience that’s as much about connection as it is about comfort.

We’re looking for a Front Office Manager to join our pre-opening team — someone who brings energy, curiosity, and a hands-on approach to creating unforgettable guest moments. You’ll be the visible leader in the lobby, empowering a team of Hosts to deliver intuitive, unscripted service that celebrates the spirit of the neighbourhood. You’ll also help shape the foundations of the hotel—building service culture, supporting training, and setting up systems that ensure every guest interaction runs smoothly.

Care Connects Us At Hyatt, we care for people so they can be their best. This purpose guides everything we do—from how we connect with guests to how we work together as a team. It’s what drives our culture of care, creativity, and belonging. Join a team that is making travel more human, connected, and sustainable. Here, everyone’s role matters, and your individuality is celebrated.

About Caption by Hyatt Central Sydney

Caption by Hyatt Central Sydney is not some basic hotel. Designed to be truly of the community—not just in it—the people make the place here. Our place is yours for the making, where you can do (and be) you. Opening in 2025, Caption by Hyatt Central Sydney will feature 174 colourful, fun & eco-friendly guest rooms along with Talk Shop, our all-day lounge and eatery. Expect authentic experiences in an environment where everyone feels at home.

Be part of a first-of-its-kind hotel – This is Hyatt’s first Caption hotel in Australia, and as part of the pre-opening team, you’ll gain valuable experience shaping a new brand from the ground up.

Create the guest journey – From setting up kiosk check-in to designing lobby flow and pre-arrival experiences, you’ll build the guest service framework that defines our hotel.

Lead from the lobby, not behind a desk – Be a walking expression of the brand—connecting with guests, supporting the team, and keeping energy alive across the lobby and beyond.

Grow your career with Hyatt – As part of a global hospitality leader, you’ll have access to world-class learning, development pathways, and career opportunities—both here in Australia and around the world.

About the Role As Front Office Manager you’ll lead the Front Office operation from pre-opening setup through daily delivery of a seamless, guest-led experience. This is more than a traditional hotel front desk role—you’ll build a team that’s mobile, empowered, and confident in delivering a host-supported, tech-enabled experience. You’ll be instrumental in recruiting and training your team, integrating Talk Shop and Grab & Go into the arrival journey, and working across departments to ensure every guest touchpoint is coordinated and brand-aligned. You’ll also play a key role in tracking guest satisfaction goals, responding to feedback, and driving continuous improvement through collaboration.

S ome Key Responsibilities

Lead the setup of the Front Office and kiosk check-in experience, including service pathways, SOPs, and systems. Recruit, train, and lead a diverse team of Hosts who reflect the Caption by Hyatt brand and local community. Be a visible leader in the lobby—engaging guests, supporting the team, and maintaining a vibrant, welcoming atmosphere. Coordinate with Housekeeping, F&B, Engineering, and Marketing to deliver a seamless and consistent guest experience. Track guest satisfaction metrics and coach the team using real feedback to continuously improve

Proactively Monitor arrivals, room allocations, and VIP experiences—ensuring every guest feels recognised and cared for. Manage financial performance through smart scheduling, payroll tracking, cost control, and upselling initiatives. Drive Caption service culture and problem-solving mindset across the team. Collaborate with Marketing on activations, lobby storytelling, and community events that enhance brand visibility. Foster a team culture of inclusion, accountability, recognition, and growth

Desired profile

Qualifications :

What you will bring to the role:

You’re a guest-first, people-first leader who understands the dynamics of Front Office operations—and thrives on building teams and systems that deliver outstanding results. You lead from the floor, solve problems in real time, and see the lobby as your stage.

We’re looking for someone who:

Has proven hotel experience in a leadership role within Front Office or Rooms Division; experience in Housekeeping or Food & Beverage is a plus

·  Is commercially driven, with an understanding of driving revenue, managing lobby flow, and maximising guest-facing opportunities
·  Remains calm and composed under pressure, with strong problem-solving instincts
·  Is organised, detail-oriented, and consistent in execution
·  Takes initiative, is proactive and action-oriented, and always looking to improve the operation
·  Is attentive to guest needs, ensuring meaningful, personalised service
·  Leads confidently — creating a positive, cultivated culture where people feel cared for and supported to be their best, while developing high-performing, engaged teams
·  Works collaboratively across all departments, fostering strong internal partnerships
·  Is a team player who sets the tone for positivity, accountability, and performance

What’s in it for you:

·  Be part of a purpose-driven brand redefining hospitality in Australia
·  Shape guest service standards for a new kind of hotel
·  Join a supportive and inclusive team culture that values creativity, sustainability, and connection
·  Access global learning and development through Hyatt’s extensive network
·  Enjoy opportunities for growth within one of the world’s leading hotel groups
·  Receive a competitive salary and benefits package
·  Benefit from discounted and complimentary accommodation across Hyatt properties globally
·  Enjoy a 10% discount on private health insurance
·  Take advantage of generous leave policies and paid time off
·  Access mental health and wellbeing support through Hyatt’s Employee Assistance Program

Ready to Join?

if you’re a Front Office leader with a passion for people, service, and community—and excited by the chance to help launch one of Australia’s most dynamic new hotels—we’d love to hear from you.

To learn more about the brand, visit: www.hyatt.com/brands/caption-by-hyatt

We’re committed to creating a workplace that is inclusive, respectful, and reflective of the diverse communities we serve. Everyone is welcome, and individuality is celebrated .