Front Office Manager

Job Brief

Position: Front Office Manager

Location: Flinders Ln, Melbourne VIC 3000

Job type: Full Time, 38 hours/week

Salary range: AUD 76,515 to 88,000

About Pro-Invest Group

Pro-Invest Hotel Operating Melb Flinders Pty Ltd (employed by associated entity Pro-invest Hotel Operating). Pro-invest Group is a global asset management and investment firm specialising in real estate, with an extensive track record of both delivering new-build hotels and repositioning existing hotels across Australia and New Zealand. As a leading hotel developer, we are a trusted partner to some of the world’s most recognised hotel brands, including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel.

Core Values

- Trust – Trust is the prerequisite for our success. We uphold the trust of and provide peace of mind for everyone we serve by being consistently reliable and delivering on our promises.
- Transparency – transparency is critical to building trust. We are therefore upfront and open in our actions and communications. As an organisation, we are visible and direct in our intent and interactions. As individuals we are honest and accountable.
- Integrity – We conduct ourselves and our business ethically. We are unwavering in our principles and we will always choose to do what’s right – not what is easy.
- Commitment – We are tenacious and passionate. We take pride in our commitment to professionalism, innovation and sustainability, and orientate strategic business decisions based on these commitments.

Front Office Manager Role

As Front Office Manager, (FOM) you will manage the Front Office operation by leading, motivating and developing the team. The role will be improving hotel customer service scores by driving standards and training. The Front Office Manager will ensure there is a positive culture in the team and throughout the hotel. This role will have close working relationships with all department heads, particularly in the rooms division; Housekeeping and Maintenance. You will support in establishing quality and guest service standards, and drive hotel revenue and profit goals. You will adhere to the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements and will implement policies, procedures and provide support on hotel operating systems.

Responsibilities

Operational

- Monitors the colleagues of the operations to ensure guests receive prompt, attentive and Indigo branded service and individual recognition
- Ensures all teams are familiar with IHG One Rewards members, known repeat guests and other VIPs and provide special attention and recognition
- Coordinates exchange of information between departments within the Rooms Division and directs exchange of information with other departments
- Consults with Department Heads and Hotel Manager on an ongoing basis to improve business conduct
- Assumes overall responsibility for maintaining presentation standards to ensure all guest facing and back of house areas are clean, in good repair and well maintained
- Schedules and regularly conducts routine inspections of areas under control and ensure brand defining aspects are in place
- Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information
- Ensures emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
- Monitors applicable laws and regulations, including Health and Safety, and ensures compliance
- Establishes and maintains a prominent level of visibility and involvement in the property and business, social and local communities as required
- Establishes and maintains effective employee relations and promotes an environment for equal opportunities
- In the absence of the Hotel Manager, assumes responsibilities as appropriate. Keeps Hotel Manager informed of any unforeseen events, which may occur in his/her absence
- Supervises the overall activities of Front Office and concierge agreement services, works closely with outsourced Housekeeping.

Financial Returns

- Controls and analyses, on an on-going basis, Front Office costs to ensure performance against budget
- Participates in the preparation of the hotel’s Strategic Plan, Marketing Plans and Goals Programme
- Participants in Revenue, Marketing and Sales meetings and provides insights and implements strategies back into the operation
- Promotes and coordinates programs and up selling programs to increase occupancy, ADR and RevPar.
- Understands how to maximise PMS & IHG Programs for revenue generation
- Process all payment methods in accordance with accounting procedures and policies. Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Check all accounts with balances, ensuring rates are correct and vouchers are attached, before forwarding to finance.
- Ensure correct charges are processed for all miscellaneous expense such as room upgrades, guest extensions, laundry, telephone and mini bar – complete random checks daily.
- Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds.
- Ensuring internal audit compliance is understood and executed.
- Ensure cash security procedures are adhered to, including following the hotel Cash Float Policy
- Understand forecast and business needs and strategies.
- Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.

People

- Assist the Hotel Manager in directing day-to-day staffing requirements, plan and assign work, and assist in the establishment of performance and development goals for team members.
- Ensure team size is appropriate to manage for operations appropriately, without exceeding the wage budget
- Ensure all staff are present and ready to commence work, including the correct uniform, grooming, equipment, and tools, at their rostered start time.
- Adhere to brand standards for presentation, grooming and punctuality.
- Provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance. As well as follow the Pro-invest Hotels Group Review cycle to ensure front line colleagues received regular formal feedback.
- Recognize high potential colleagues and assists in their development plan and ambition.
- Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations.
- Ensure staff have the tools, training, and equipment to carry out job duties.
- Ensure staff are kept up to date with IHG benefits and recognised for their contributions, utilising the Pro-invest Hotels Groups Reward and Recognition program
- Promote teamwork and quality service through regular and daily communication and coordination with other departments.
- Assist the HM in recommending or initiating disciplinary, or other staffing/ People & Culture-related actions in accordance with hotel or company rules and policies
- Assists in planning for future staffing needs, including conducting recruitment tasks.
- Deliver and/or attend required training sessions and ensure that any pre and post course work is completed by the due date.
- Ensure all staff are conducting consistent and detailed shift handovers with oncoming shift where required
- Develop and maintain cohesive working relationships within immediate team, and wider hotel team
- Attend and participate in daily hotel briefings, meetings and training sessions as scheduled
- Facilitate daily rooms division briefings with housekeeping and maintenance departments

Guest Experience

- Ensure front of house colleagues provide guests with prompt service, professional attention, and personal recognition.
- Ensure all team members have completed True Hospitality skills training and other IHG Mandatory on-line learning.
- Ensure guests are greeted upon arrival and make time to interact effectively with guests.
- Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
- Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
- Responds to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges. Escalating to the HM when necessary. Ensure this is accurately recorded in the hotel log
- Use the hotel log to record and communicate guest issues and hand over any other relevant guest information to the oncoming shift.
- Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
- Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
- Conduct routine inspections of the public areas - taking immediate actions to correct any deficiencies.
- Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
- Maintain a high level of product and service knowledge in order to explain/ sell services and facilities
- Deliver meaningful and informative daily briefings at the start of each shift; ensuring to celebrate hotel wins, share guest feedback, hotel metrics results and provide direction for the day.
- Develop and maintain a 100% IHG One Rewards programme recognition and drive culture on all different guest touch points, with particular emphasis on exceeding IHG enrolment targets.
- Ensure reservations requests have been entered into the PMS and ensure inventory balances
- Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
- Be present during peak periods, including acting as Manager on Duty when required.

Responsible Business

- Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.
- Work with the HM to ensure the Green Engage data is relevant and performance is in line with expected targets.
- Adhere to procedures and guidelines relating to specific occupational health and safety issues within the Hotel.
- Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards. When new colleagues join, ensure they have received a thorough induction and conduct refresher training when required
- Assist in ensuring supervision of the work health and safety aspects of work undertaken by staff.
- Assist in ensuring that training is conducted in line with local and company minimum requirements relating to fire and emergency evacuation procedures, and for the use of fire, emergency and other safety equipment.
- Act as a central communications point during emergency/crisis situations; assist in developing and maintaining relationships with local fire, police, and emergency personnel.
- Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimise the chance of recurrence.
- Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts including IHG Foundation.
- Takes action with the Property Management Systems (PMS) in emergency situation.
- Maintain all procedures and adheres to them within the Pro-invest Hotels Group guidelines; with particular emphasis on hotel credit policy.
- Work in conjunction and cooperate with management in the implementation of WH&S related initiatives
- Conversant with the Emergency Response Team, to prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc
- Demonstrate a sound awareness of Crisis Management, HACCP & OH&S policies and procedures, ensuring the dissemination of information to all team members.
- Champion the identification and reporting of hazards, evaluation or risks, and design and the implementation of hazard and control measures.
- Property security
- Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.

Accountability

Direct Reports –

- Duty Managers
- Night Manager
- Front Desk Hosts
- Concierge / Valets

Reports to Hotel Manager

Key Metrics

- Hotel salaries & wages per shift
- Hotel KPIs’
- As per brand requirements and established measurable metrics
- Performance development review
- Colleague Engagement survey

Required Skills & Experience

- Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
- A high energy level and a passion for achieving superior results
- You make calm, collected decisions – even when the clock is ticking
- Ability to lead in a competitive environment
- Proven experience of strong leadership skills in managing teams to drive for results
- Previous experience as Front Office Manager
- Pre-opening experience would be advantageous
- Proven ability to drive brand standards and brand experience into the department and team
- Ability to manage change, implement initiatives and challenge the status quo.
- Ability to manage complex relationships
- Full Driver’s Licence (or current provisional licence towards achieving full licence) and ability to drive manual and automatic vehicle (if applicable depending on location)
- Required to hold a current First Aid Certificate and provide a copy to the hotel. This certificate must include the following accreditations HLTAID003 - Provide First Aid, HLTAID002 - Basic Emergency Life Support and HLTAID001 - Provide Cardiopulmonary Resuscitation. It is also your responsibility to renew the certificate before it expires.
- You must meet the appropriate legal requirements to work in Australia.

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