Front Office Operations Manager

2 weeks ago

Canberra, ACT, Australia Accor Full time

The Role:

We are seeking an experienced Duty Manager to join our Front Office team at Novotel Canberra. As a key member of our team, you will be responsible for assisting the Front Office Manager in managing the day-to-day operations of the Front Office.

This is a hands-on role that requires a highly customer-focused individual who can lead by example in meeting and maintaining our team brand standards. Your key responsibilities will include:

  • Evaluating guest satisfaction, monitoring trends, and driving the continuous improvement of our team and processes.
  • Overseeing all guest arrivals and departures, ensuring room allocations and check-in/check-out processes adhere to agreed procedures and standards.
  • Ensuring accuracy of data and reporting.
  • Overseeing lobby services to ensure seamless guest arrival and departure experiences.
  • Liaising daily with our Reservations Team.
  • Managing customer relations to deliver truly memorable experiences for our guests.
  • Being our 'Loyalty Champion' and striving to recruit new members to our loyalty program.
  • Ensuring sufficient labour coverage in key areas.

About You:

The successful candidate will have the ability to build Human Connections and lead from the Heart. You will be a creative problem solver with experience in a similar role, preferably in luxury hotels. You will demonstrate your ability to 'surprise' our guests, have a deep understanding and practical application of Front Office standards and procedures, and possess authentic customer service, interpersonal, and communication skills.

You will also have impeccable grooming and presentation standards, proficiency in using the MS Office suite of products, and experience in Opera Cloud is highly desirable. You will be able to work a range of shifts, inclusive of days, nights, and weekends, and have unlimited work rights in Australia.

What's in it for you:

We offer fantastic professional development opportunities, discounted accommodation and F&B in Accor hotels worldwide from Day 1, competitive remuneration, great benefits, Accor partnership discounts, and Employee Assistance Programs.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you are most welcome to let us know.

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