Assistant Front Office Manager

11 hours ago

Mascot, Australia The Branksome Hotel & Residences Full time

The Branksome Hotel & Residences (TBHR), situated within walking distance of Mascot Station and the Domestic airport, provides luxury serviced apartments for short or long stay guests. At the TBHR we pride ourselves on professionalism and high levels of service. This is reflected in our 4 ½ stars rating in Tripadvisor and Google review.

CNBC has ranked the Best Hotels for Business Travelers 2022 and has awarded The Branksome Hotel & Residences with the Best Hotel overall for Business Travelers in whole of Australia. This rating was conducted through the market and consumer data firm Statista.

We are currently looking for an experienced Assistant Front Office Manager to join our team. This role is full-time, based in Mascot NSW.

**About the role**:
The Assistant Front Office Manager assists with all aspects of the Front Office department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures.
- Act as manager on duty for the hotel in the absence of the Front Office Manager.
- Manage and monitor activities of all employees in the front office including coaching, training and recruitment.
- Inform all front office staff of daily activities, group and VIP arrivals as well as special requests
and repeat guests.
- Check accommodations; making sure any special requests are carried out
accordingly
- Assists with the scheduling and payroll of the department.
- Prepare the front office staff roster on a weekly basis
- Assist with supervising the up-sell program at the front office and work as part of the Yield Management team.
- Assist in accounts reconciliation including commission payments to Agents and Contractors
- Respond to guest reviews including but not limited to Tripadvisor and the likes.
- Ensure that each shift in Front Office including the Night Audit team is functioning according to required SOPs.
- Work closely with various departments to improve guest services and foster cross
departmental communication.
- Maintain a professional and high quality service oriented environment at all times.
- Coordinate daily activities with the hotel management team.
- Assist with the monthly department meetings; keeping staff informed of all activities in the hotel,
reinforcing standards of excellence and promoting a strong team atmosphere and culture.
- This position is a member of the hotel’s emergency response team.
- Be aware and enforce all fire-life-safety procedures; remain current in all updates in relation to new procedures and training.
- Ensure staff are fully trained in emergency procedures.

**We are looking for someone with**:

- Extensive experience in a similar role in a hotel environment
- Demonstrated leadership skills and the ability to recruit, train, motivate and develop staff members
- Conflict resolution and problem solving skills
- Excellent communication skills
- The ability to foster good relationship with guests and exceed satisfaction levels
- Exceptional grooming and presentation standards
- Good understanding of Work, Health, and Safety procedures
- Proficiency in Microsoft Office Suite and OPERA
- The ability to work a flexible roster including weekends and public holidays as required
- Unlimited work rights in Australia

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