Front Office Duty Manager

**About us**

Crowne Plaza Perth is located in the heartland of beautiful Perth, Western Australia with picturesque Langley Park at the hotel’s doorstep. An upscale riverside hotel with spectacular views of the city’s iconic Swan River, just minutes from the Perth CBD, the Crowne Plaza Perth is in the ultimate location.

At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that Modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn.

This role will suit a career professional who is looking to take on their next challenge in the dynamic and fast-growing hospitality industry. As a member of the Crowne Plaza Perth leadership team, you will experience a variety of challenges in your daily job. You will be empowered to make a difference. You will be part of a multiskilled, multi-talented, collaborative, and action-orientated leadership team. You should be a hands-on leader, nurture your team and be the face of the business.

To ensure your success from day one you will be provided with Crowne Plaza brand service training within 30 days of joining us. Crowne Plaza brand service training includes Orientation and Crowne Plaza Dare to Connect Experience training.

IHG orientation and service training. IHG orientation and service training includes Welcome to IHG, IHG One Rewards compliance training, True Hospitality Service Skills and IHG Problem Handling.

**Your day to day**

Reporting to Front Office Manager, this role involves:

- Delivering a memorable experience to our guests with a personal service whilst not forgetting to recognise and record guest preferences. Attend to all guest queries and requests promptly.
- Demonstrating knowledge of all special and seasonal promotions within the hotel.
- Championing IHG Rewards Club and ensure team members are 100% complaint in their training and deliver of standards.
- Conduct routine inspections of the Front Office and public areas and take immediate actions to correct any deficiencies in a timely manner.
- Demonstrating awareness of WH&S policies and procedures and ensuring all work practices are carried out within the guidelines. Ensure timely and accurate reporting of hazards.
- Providing support in coaching and regular feedback to help manage conflict and improve self and team members’ performance and development.
- Ensuring Front Office Team is up to date with core and essential training; and a succession plan is in place.
- Driving satisfaction within the team as recognise through Colleague Heartbeat - identify areas for improvement.
- Maintaining casher’s float, ensuring accurate daily report of all money received, performs the audit balances, and preparing all work for audit in an orderly fashion.
- Being fully conversant and ensuring that all Front Office standard operations procedures are adhered to and maintained.
- Upselling of rooms and food and beverage offering.
- Contributing to regular team meetings that focus on morale building, teamwork, operational issues, and drive guest experience.

**What we need from you**
- 2 years’ related experience, including management experience, or equivalent combination of education and experience.
- Bachelor’s degree/higher education qualification in Hotel Administration, Business Administration or relation field preferred.
- Ability to manage in a competitive environment.
- Ability to inspire passion, enthusiasm, and positivity in the team to drive an engaged winning culture.
- Strong leadership skills in managing in a team to drive for results.
- Must speak fluent English, multilingual sill is an advantage.
- A great communicator who is warm, welcoming, and easy to talk to.
- Flexibility - Night, weekend and holidays shifts are all part of the job.

**What we offer**

The role presents a great opportunity to work and grow with a dynamic and professional team. Terrific working conditions are on offer, a competitive salary, and benefits, (including car parking), with the opportunity for secondments to any one of our hotels and to grow professionally within the IHG group in Australia or Overseas.

What’s more, your career will be as unique as you are, so we will provide you with all the tailored support and training you need to make a great start, to be involved and grow.

As the Crowne Plaza Brand belongs to the IHG family of brands, you’ll also benefit from all the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

So, whoever you are, whatever you love doing, bring your passion to the Crowne Plaza brand and IHG and we’ll make sure you have room to be yourself.