Front Office Duty Manager

7 days ago

Newcastle, Australia Wests Group Full time

**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 Wild Herring and The Galley Kitchen, and five star indulgence at the on-site Spa Lucca, The Anchorage Hotel and Spa is a destination like no other.

We value our staff, which is why we recognise and reward your hard work with our AMAZING staff benefits. Being an employee of The Wests Group will give you access to the following perks and benefits:

- Paid Parental Leave 18 weeks & 12 months of maintained superannuation
- 5 days Wellbeing Leave - proactively manage your wellbeing
- Flexible work option
- Above-award wages, paid overtime and penalty rates for weekends and Public Holidays
- 17.5% annual leave loading
- Paid traineeships and leadership development courses
- Discount accommodation rates at The Executive Inn, The Gateway Inn and The Anchorage Hotel & Spa
- Discounted nib Health Insurance
- 24/7 Employee Assistance Programs
- Free annual flu vaccinations

**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**
- 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
- Previous experience in a Front Office environment is essential - Preferably in Hotels.

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