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Front Office Manager

5 months ago

Greater Adelaide SA, Australia Crowne Plaza Hotels & Resorts Full time

At Crowne Plaza, we celebrate hybrid living. Whether traveling for business, leisure or a blend of both, we connect our guests to the people, places and possibilities to make their stay remarkable.

Opening in the second half of 2024 and featuring 155-rooms, three meeting spaces, a fitness centre and a bar and restaurant, Crowne Plaza Adelaide, Mawson Lakes, will be a highly sought-after destination for business and leisure travellers alike.

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 front office staff such as receptionists, concierge, and bell 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 during the pre-opening phase and beyond.
- 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 in Hotel Management, or Business Administration.
- Three years of guest service/hotel experience with at least two years in a supervisory/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.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.

Our branded service style 'Dare to Connect' is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on