Manager On Duty

2 days ago

Newcastle, Australia Wests Group Full time

**Salary: $75,000 - $85,000 plus super**

**About us**

The Anchorage Hotel and Spa is a luxury resort located in the picturesque Port Stephens, providing guests with a stunning base for activities such as whale watching, sailing, exploring the local coastline or simply relaxing by our pools. Offering world class experiences including a showcase of the region’s growing culinary reputation at The Galley Kitchen, and five-star indulgence at the on-site Spa Lucca, The Anchorage Hotel and Spa is a destination like no other.

**About the position**

Located in Port Stephens, The Anchorage Hotel & Spa offers luxurious accommodation from spacious rooms to mezzanine-style loft suites and an exclusive villa. We are looking for an enthusiastic and customer oriented Front Office Duty Manager to join our Guest Services team to ensure our guest experience is exceeded at every opportunity. In addition to remaining a hands-on Guest Relations team member, other key accountabilities will include:

- Support our Front Office Manager with the day to day duties of our Guests Services operations
- Deliver exceptional guest experiences and look for opportunities to build upon service offerings
- Establish and maintain relationships between all departments of the resort
- Handle and resolve any guests’ complaints or queries
- Provide training to new team members
- Lead, inspire and develop the team
- Up-sell and promote Hotel services

Our Front Desk operations are 24 hours, with our shifts running from 6:30am to 10:30pm. You will be required to work a variety of shifts across a 7 day roster. Our seasonal peaks run through summer, public holiday and school holiday periods, availability during this time is essential.

**Certifications required: RSA**

**About you**
- Formal qualification in Hotel Management
- Minimum 2 years experience in a Front Office environment is essential - Preferably in Hotels
- You take a professional approach to your customer service and thrive on going above and beyond to ensure guests have a memorable stay
- You have demonstrated leadership experience with a passion for providing guidance and mentoring to colleagues
- You have an engaging personality and building rapport with guests comes naturally to you
- Ability to think on your feet and work under pressure
- Demonstrated ability to multi-task and prioritise tasks to manage time effectively
- Understanding of complaint resolution with guest and business outcomes in mind
- Innovative, outside the box thinker and epic team player

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