Front Office Manager

3 weeks ago

Brisbane, Australia Brisbane Airport Hotels Group Full time

Brisbane Airport Hotels Group encompasses the Pullman and ibis Brisbane Airport Hotels, as well as the Brisbane Airport Conference Centre. With 375 guest rooms, 3 restaurants, Executive Lounge and 13 meeting spaces, collectively totalling 1800m2. Located adjacent to the Brisbane Airport Domestic Terminal, it is the first accommodation, meeting and event space to be developed in this precinct.

Pullman and ibis Brisbane Airport are currently looking for a full time Front Office Manager, reporting directly to the Hotel Manager - Rooms Division, this would suit a strong and energised individual to lead our Front Office team to excellence by delivering a positive guest experience. You will be a key member of the hotel’s leadership team and responsible for overseeing the daily operation of the Front Office, the development of team members and liaising with other key stakeholders of the business.

**Key Responsibilities Include**:

- Management of the hotel Front Office operation to achieve a reputation as a market leader
- The achievement of guest satisfaction targets and team member satisfaction goals.
- Developing and training team members with a strong focus on customer service.
- To supervise all guest arrivals and departures, ensuring that room allocations and check in/checkout processes follow set procedures.
- Management of the Front Office system ensuring accuracy in use and the generation of accurate reports as required.
- Operation of an effective night audit function in conjunction with the Financial Controller.
- Ensure public areas are clean and well presented with regular monitoring
- Providing management support and presence visible on Front Desk and in the lobby during key service times.
- Daily liaison with the Reservations team to ensure accuracy in room allocation and maximising of yield.
- Ensure Front Office monthly KPI’s are met

**To be successful in this role, you MUST have**:

- Proven experience in similar positions within a hotel / resort environment, with experience within a 5 star hotel environment advantageous
- Self-motivated and a genuine passion for hospitality and customer service.
- Experience in rostering and wage control.
- Solid knowledge of all Rooms Division areas including Front Office, Reservations, Housekeeping and Guest Services.
- Proven experience supervising and training staff.
- Excellent communication skills, time management skills and the ability to work closely with all hotel departments and Managers.
- Be well presented, with an eye for detail and good organisational skills.
- The ability to act without prior authority in all matters concerning the safety, security and well-being of all hotel guests, patrons and staff in the absence of senior management.
- The ability to review daily arrivals to ensure proper handling of VIP’s, return guests and groups.
- Excellent computer system skills including working knowledge of Fidelio or Opera.

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