Front Office Manager

7 days ago

Perth, Western Australia Accor Full time

Job Summary

We are seeking an experienced Guest Experience Professional to join our leadership team as Front Office Manager on a full-time basis. Reporting to our Hotel Operations Manager, you will be responsible for managing the front office operations across reception, guest relations, telephones, and night audit functions.

Key Responsibilities

  • Effectively manage the hotel front office operation to achieve a reputation as a market leader in individualized customer-focused service.
  • Ensure hotel targets around revenue per available room (RPS), net promoter score (NPS), loyalty, and room upselling are met to ensure key performance indicators (KPIs) are achieved.
  • Ensure the operation of an effective night audit function in conjunction with the Financial Controller to ensure accuracy of this daily function while maintaining customer focus.
  • Monitor all very important people (VIPs), special guests, and their requests to ensure their needs are met and loyalty is maintained.
  • Recruit, manage, train, develop, and inspire the front office team at all levels and drive employee engagement.
  • Develop and implement strategies to minimize team member turnover.

Requirements

  • Minimum 2 years' experience as a department head in a similar role.
  • Strong leadership with the ability to work collaboratively with other leaders in the business.
  • A passion for inspiring a team through coaching, career development, and learning of new skills and abilities.
  • Excellent communication skills with fluency in English; additional languages are a plus.
  • Demonstrated ability to handle high-pressure situations with a positive attitude.
  • Proven problem-solving skills and a proactive approach to challenges.
  • Open to feedback, adaptable, and committed to continuous improvement.
  • A high standard of grooming and presentation.
  • Flexibility regarding work availability is essential, as we operate 7 days a week, including public holidays.

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