Front Office Manager

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our client is seeking to engage a Front Office Manager on a Permanent, Full Time position.

**Main task, duties and responsibilities**
- Managing Front Office daily operations
- Ensures all team members are accurately completing their daily tasks through the use of their checklists
- Reviews all guest movements for the day, responsibly actioning where necessary
- Communicates any relevant information effectively across other departments
- Reviews staffing levels to ensure service standards, operational needs, and financial targets are met
- Conducts daily briefings or meetings to maintain clear and effective communication amongst the team
- Handles complaints, settling disputes, and resolving grievances
- Organises all facets of their stay for VIP guests
- Acts as the Hotel Manager in the absence of Executive Management
- Manages the departments recruitment and new hires training
- Recruits all new Front Office associates with the guidance of the Human Resources Manager
- Organises training schedule for all new hires
- Ensures orientation training checklists are completed
- Conducts probationary and performance reviews
- Leads the development of the team of Duty Managers
- Demonstrates the ability to recognises the training and development needs of Duty Managers
- Conducts where appropriate and/or organises external training
- Develops specific goals and projects for each of the Duty Manager in accordance with their skill set
- Establishes and maintains open, collaborative relationships with the team
- Ensures Marriott Brand Standards for the department are understood and maintained
- Assists the development and updating of Front Office procedures in accordance with Marriott brand standards
- Participates in appropriate webinars and discussions in relation to upcoming audits
- Frequently conducts self-audits for the department to ensure consistency
- Acts as Head Loyalty Connector for Hotel
- Participates in appropriate webinars and discussions with area Marriott teams
- Ensures members are receiving all benefits throughout the Hotel
- Ensures property information on Marriott Bonvoy is current and up to date
- Works with team of connectors throughout property to ensure enrolment targets are met
- Drives guest satisfaction through feedback scores
- Monitors all new feedback that comes through Guest Voice for the Hotel
- Responds appropriately to any alerts sent to the Hotel
- Shares a balanced summary of feedback throughout the property
- Works with the team to ensure feedback targets are met
- Analyses information and evaluating results to choose the best solution and solve problems
- Associate's HR activities
- Recruitment
- Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.
- Complete required documentation for the HR onboarding process.
- Training, Coaching and performance management
- Uses all available on-the-job training tools to train new room attendants and provide follow-up training as necessary.
- Verifies associates understand expectations and parameters.
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures, Fairwork act (HIGA) and support the Peer Review Process, where applicable.
- Observe the service behaviours of associates and provide feedback to individuals.
- Document and participate in associates progressive discipline procedures.
- Communication and Recognition
- Establishes and maintains open, collaborative relationships with associates and ensure all associates do the same with them.
- Treat associates with respect and dignity.
- Ensure associates are recognised on all shifts.
- Participates in an ongoing associates recognition program
- Solicits associates feedback, utilises an "open door" policy, and reviews associates satisfaction results to identify and address associates problems or concerns.
- Celebrates successes and publicly recognises the contributions of team members.
- Rostering and Payroll
- Schedules associates according to the business demands
- Communicate with associates any changes to the roster and get commitment from casual associates.
- Verify the associates time and attendance vs. roster every fortnight and approve for payroll process
- Work Health and Safety
- Responsible for the carrying out of work in a safe manner in the workplace, including
- making decisions about health and safety that may affect work activities or other people
- ensuring legal requirements regarding health and safety are met
- actioning safety reports and carrying out workplace inspections
- ensuring safe wo