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Assistant Front Office Manager

2 weeks ago

Greater Adelaide SA, Australia Crowne Plaza Hotels & Resorts Full time

Crowne Plaza Adelaide Mawson Lakes, features 155 contemporary rooms designed with tech and premium amenities, it caters perfectly to both business and leisure travelers alike. Whether for business or leisure, every detail is crafted to ensure productivity and connection.

At Crowne Plaza Adelaide Mawson Lakes, it’s all about our people and our guests. For our guests, that means delivering seamless stays and creating memorable experiences from the moment they arrive. For our team, it’s about passion, dedication, and pride in bringing those moments to life every day. Together, we make every guest feel truly welcome - and every stay a success.

We’re currently seeking a driven **Assistant Front Office Manager**to join our team and help shape world-class hospitality moments. You’ll support the Front Office Manager in delivering a seamless guest experience from arrival to departure. You’ll play a hands-on leadership role, overseeing daily Front Office operations, including Reception and Concierge, ensuring warm, genuine service is delivered at every touchpoint. Your ability to balance service excellence with operational efficiency will help drive guest satisfaction and support key business goals.

**This is a fantastic opportunity for an experienced Duty Manager ready to take the next step in their hospitality career.**

**Your day to day**
- Leading and managing guest experiences to ensure they align with hotel policies and procedures
- Ensure the front office team delivers consistent, genuine, and personalised guest service in line with True Hospitality Service Skills
- Assist in managing budgets, monitoring expenses, and supporting compliance with financial, audit, and reporting standards
- Support recruitment, onboarding, training, and setting goals to build a motivated, high-performing team, fostering growth
- Promote teamwork, collaboration, and service excellence through daily communication, leading the way with pre-shift briefings
- Coordination with other hotel departments to create seamless guest experiences and support hotel-wide initiatives
- Support rosters and payroll processing in line with IHG Payroll and HIGA requirements
- Support safety, security, and crisis management procedures, ensuring compliance with IHG Brand Standards
- Coordinate with IT vendors and IHG Technology to enhance system efficiency and guest satisfaction
- Partner with Reservations to optimise occupancy, ADR, and upselling opportunities while motivating the team to achieve sales and service targets
- Champion IHG One Rewards Program delivery, ensuring the hotel’s enrolment, loyalty recognition, and Guest Love exceed the targets.

**What we need from you**
- Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
- Proven experience in Front Office leadership, ideally as an Assistant Front Office Manager or an experienced Duty Manager/ Guest Service Manager within an upscale hotel
- Solid understanding of budget and forecast, financial controls, pricing and yield management to drive revenue and efficiency
- Confident decision-maker with excellent problem-solving and communication skills
- Talent-focused leadership, passionate about developing people, fostering a culture of accountability, recognition, and continuous improvement
- Operational excellence, ensuring compliance with brand, safety, and audit standards while maintaining seamless day-to-day performance
- Tech-savvy and adaptable, with proficiency in hotel systems (e.g., Opera, IHG Concerto) and a keen eye for leveraging technology to enhance both guest and team experiences
- A strong service ethos, consistently delivering and driving, our Dare to Connect service style, and True Hospitality through genuine, thoughtful, and anticipatory guest experiences
- Exceptional interpersonal and communication skills with the ability to influence, engage, and inspire at all levels - from guests to team members and senior stakeholders
- Current South Australia Responsible Service of Alcohol (RSA), Responsible Person accreditation (RP), current First Aid and CPR certification or willing to obtain
- Have the ability to work a flexible schedule including nights, weekends and/or Public Holidays

**What you can expect from us**

We give our people everything they need to succeed, and reward your hard work. With a range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different