Front Office Manager

2 weeks ago

Geelong, Victoria, Australia IHG Hotels & Resorts Full time

Be part of a landmark hotel opening in one of Victoria's most exciting waterfront destinations

In partnership with Plenary Group, IHG Hotels & Resorts (IHG) is bringing its world-class Crowne Plaza brand to the Victorian regional city of Geelong. Scheduled to open in 2026, Crowne Plaza Geelong will redefine premium accommodation, offering a sophisticated stay for both leisure and corporate travellers. It will form part of the highly anticipated Nyaal Banyul Geelong Convention and Exhibition Centre precinct, a transformative development featuring a 1,000-seat convention centre, exhibition spaces, and a vibrant retail and hospitality hub. Located in the heart of the emerging precinct, this 200-room hotel will feature spacious suites, an extensive restaurant and bar offering, pool, gym, and meeting facilities.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager (pre-opening) you'll deliver this from the outset through managing all aspects of front office, ensuring the department is set up for success and creates the warm atmosphere that makes our guests feel at home in any location.

A little taste of your day-to-day

Every day is different, but as part of the pre-opening team, you will play a key role in hotel opening activities, including:

  • Creating and implementing standard operating procedures (SOPs) for the front office department, including guest check-in/check-out procedures, room allocation, handling guest inquiries, and managing reservations.
  • Hiring and training of all front office staff.
  • Overseeing the setup and integration of technology such as property management system (PMS), point-of-sale (POS) system, and other software necessary for smooth operations.
  • Contributing to the development of strategies to enhance the guest experience, from check-in to check-out and all services in between.
  • Coordinating with other departments to ensure sufficient inventory of essential items such as stationery, room keys, and guest amenities, liaising with suppliers and vendors as necessary.
  • Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback.
  • Acting as a liaison between the front office department and other hotel departments, including housekeeping, maintenance, and food and beverage, to ensure seamless coordination and communication during the pre-opening phase.
  • Conducting trial stays/mock operations and testing of front office procedures to identify any potential issues or areas for improvement.
  • Working closely with the sales and marketing team to develop promotional materials, packages, and campaigns to attract guests and promote our company loyalty program. Help prepare annual departmental operating budget and financial plans.
  • Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

What We Need From You
  • Bachelor's degree / higher education qualification / equivalent inHotel Management, or Business Administration.
  • Three years of guest service/hotel experience with at least two years in a management capacity.
  • A demonstrated capability of collaborating with multiple stakeholders and managing competing priorities.
  • Strong communication skills and passionate about developing your team.
  • Strategic thinking, the ability to explore new ways of working and have an open mind around how we can drive the Hotel forward.
  • Full working rights in Australia without restrictions.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
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