Front Office Manager

5 days ago

Brisbane Airport, Australia Brisbane Airport Hotels Group Full time

The Brisbane Airport Hotels Group encompasses the Pullman, Novotel and ibis Brisbane Airport Hotels, as well as the Brisbane Airport Conference Centre. With 532 guest rooms, 3 restaurants, Rooftop Event Space, Executive Lounge and 17 meeting spaces. Located at the Brisbane Airport precinct, it is the first accommodation, meeting, and event space to be developed in this precinct.

Novotel Brisbane Airport is currently looking for a Front Office Manager on a full-time basis. In this role, you will be reporting directly to the General Manager. This four and a half star hotel features 157 guest rooms, six meeting rooms, Restaurant & Bar, a rooftop lap pool, gymnasium and sauna. Catering to both corporate and leisure guests, the hotel has built a reputation for service quality and repeat clientele.

**Key Responsibilities Include**:
As a Front Office Manager, you will oversee the Front Office Team which is the main connection between the guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

- Lead the day-to-day Front Office operations.
- Set departmental objectives, rosters, budgets, policies and procedures.
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on development and teamwork.
- Ensure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area.
- Maximize sales revenues through up-selling and marketing program
- Monitor Guest satisfaction reports and implement actions to improve results
- Maintain good communication and working relationships with all hotel departments

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

- Proven experience in similar positions within a hotel / resort environment, with experience within a 4-5 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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