Front Office Manager

8 months ago

Melbourne, Australia Marriott International, Inc Full time

**Job Number** 23206139

**Job Category** Rooms & Guest Services Operations

**Location** AC Hotel Melbourne Southbank, 201 Normanby Road, Southbank, Melbourne, Victoria, Australia VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Maintaining Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

**Supporting Human Resource Activities**
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Particip

  • Front Office Manager

    3 weeks ago

    Melbourne, Australia Accor HQ Full time

    Inspired by and dedicated to Australian contemporary artists, **Art Series Hotels** offers a hotel experience a little extraordinary. Located in Box Hill, just outside Melbourne’s CBD, this boutique Art Series Hotel features the playful works of Chinese Australian artist, Zhong Chen. **The Chen** a brilliant workplace, but you have to be committed to a...

  • Front Office Manager

    7 days ago

    Melbourne, Australia Accor HQ Full time

    Inspired by and dedicated to Australian contemporary artists, **Art Series Hotels** offers a hotel experience a little extraordinary. This boutique Art Series Hotel, **The Cullen** in the heart of Prahran is home to a team of hospitality professionals as bold and unique as the art that hangs on its walls by the late, great Adam Cullen. If you are a person...

  • Front Office Manager

    12 hours ago

    Melbourne, Australia Mantra on Jolimont Full time

    If you’re into sports + concerts and get a kick out of the sound of 100,000 cheering fans, you’ll love working at **Mantra on Jolimont**, located right opposite the iconic Melbourne Cricket Ground (MCG) and within easy walk of Rod Laver Arena, Olympic Park Stadium, Fitzroy Gardens and the CBD. With 133 apartments together with our onsite restaurant...

  • Front Office Manager

    7 months ago

    Melbourne, Australia Marriott International, Inc Full time

    **Job Number** 24035250 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Melbourne Hotel, 27 Little Collins Street, Melbourne, VICTORIA, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in administering front...

  • Front Office Manager

    7 months ago

    Melbourne, Australia TFE Hotels Full time

    Are you the original people whisperer? Do you ooze calmness, control, collaboration - all tied up with a healthy dose of confidence? You are the people guru everyone wants on their team, and team want to follow. If variety is the spice of life, and you like it spicy then we are your tribe - and we can’t wait to welcome you! As Front Office Manager,...

  • Front Office Manager

    1 day ago

    Melbourne, Australia MERCURE Full time

    Company Description "Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless...

  • Front Office Manager

    12 hours ago

    Melbourne, Australia Mercure Melbourne Doncaster Full time

    Company Description "Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless...

  • Front Office Manager

    7 months ago

    Melbourne, Australia PULLMAN Full time

    **Company Description** Work Your Way to Albert Park!** Situated opposite Albert Park Lake, our dual-property Hotel has just re-opened to the world for a bigger, better 2022. With 378 rooms, restaurant, bar and café, and one of the largest conference spaces in Melbourne with 31 conference rooms, we are proud to work at Pullman and Mercure Melbourne Albert...

  • Front Office Manager

    4 months ago

    Melbourne, Australia Wyndham Destinations Full time

    **We Put the World on Vacation**: At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than...

  • Front Office Manager

    4 months ago

    Melbourne, Australia AccorHotel Full time

    **Company Description** Why work for Accor?** We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless...

  • Front Office Manager

    7 months ago

    Melbourne, Australia Holiday Inn Full time

    Our guests’ memorable experiences have to start somewhere. So why not with you? We’re looking for a new Front Office Manager to take ownership of delivering exceptional first impressions to our guests for every stay. Your leadership will focus on delivering a strong guest engagement score alongside departmental revenue goals using a combination of...

  • Assistant Manager

    2 weeks ago

    Melbourne, Australia Hyatt Centric Melbourne Full time

    Summary **About Hyatt Centric Melbourne**: Hyatt Centric Melbourne is positioned as a cosmopolitan hotel in a central city location, where stories of exploration and discovery are created in an ever-evolving digital world. The hotel is active in the local community, embracing and supporting local businesses and creating unique stories around the hotel's...

  • Assistant Manager

    11 hours ago

    Melbourne, Australia Hyatt Centric Melbourne Full time

    Summary **About Hyatt Centric Melbourne**: Hyatt Centric Melbourne will be positioned as a cosmopolitan hotel in a central city location, where stories of exploration and discovery are created in an ever-evolving digital world. The hotel will be active in the local community, embracing and supporting local businesses and creating unique stories around the...

  • Assistant Front Office Manager

    7 months ago

    Melbourne, Australia Marriott International, Inc Full time

    **Job Number** 24016617 **Job Category** Rooms & Guest Services Operations **Location** AC Hotel Melbourne Southbank, 201 Normanby Road, Southbank, Melbourne, Victoria, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in administering...

  • Assistant Front Office Manager

    1 week ago

    Melbourne, Australia Element Hotels Full time

    **Job Description**: **Job Number** 23118065 **Job Category** Rooms & Guest Services Operations **Location** Element Melbourne Richmond, 588 Swan Street, Melbourne, VICTORIA, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in...

  • Assistant Front Office Manager

    1 day ago

    Melbourne, Australia Marriott International, Inc Full time

    **Job Number** 22185495 **Job Category** Rooms & Guest Services Operations **Location** Le Méridien Melbourne, 20 Bourke Street, Melbourne, Victoria, Australia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in administering front office functions and...

  • Assistant Manager

    7 months ago

    Melbourne, Australia Park Hyatt Melbourne Full time

    Summary **About Park Hyatt Melbourne** Finding luxury in every detail, Park Hyatt hotels provide an experience of sophisticated, contemporary luxury. Located among the world’s premier cities and resort destinations, each custom-designed Park Hyatt hotel combines distinct regional character with elegant brand touches. **About the Role** As the Assistant...

  • Night Manager

    7 days ago

    Melbourne, Australia Park Hyatt Melbourne Full time

    Summary **About Park Hyatt Melbourne** Finding luxury in every detail, Park Hyatt hotels provide an experience of sophisticated, contemporary luxury. Located among the world’s premier cities and resort destinations, each custom-designed Park Hyatt hotel combines distinct regional character with elegant brand touches. **About the Role** As the Night...

  • Assistant Front Office Manager

    4 weeks ago

    Melbourne, Australia Marriott International, Inc Full time

    **Additional Information** **Job Number**24215583 **Job Category**Rooms & Guest Services Operations **Location**The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **JOB SUMMARY** Entry level management position that is responsible for leading and...

  • Director of Front Office

    7 months ago

    Melbourne, Australia The Langham Full time

    Job Summary The Langham, Melbourne is currently looking for a Director of Front Office to join our team.You will be responsible for the leadership of over 40 colleagues, as Director of Front Office you will by a key department head and assist the team in delivering excellent service to all of our guests, whilst achieving departmental goals and KPI’s.This...