Assistant Manager

Sydney, NSW, AUS
Full Time

About Capella Hotels and Resorts.

Capella Hotels and Resorts embody excellence in the craft of hospitality. Our vision is to combine tradition, discovery, individuality, and a twist of the unexpected, to create the perfect stay for each guest. Our destinations are designed by world-renowned architects. Our restaurants offer authentic flavours imaginatively reinvented. From the Auriga spas to each location's dedicated and personal guest services, the Capella spirit is holistic, generous, and bespoke.

Capella Sydney is the culmination of a stunning transformation of the heritage listed Department of Education sandstone building, into a luxury hotel that will welcome guests and patrons alike into the impressive building for the first time in history. Delivering a guest experience unlike any other paired with lavish amenities, magnificent architecture and refined interiors, Capella Sydney will become the ultimate destination hotel for both local and international guests alike, establishing it as one of the finest hotels in the world.

Position Summary

The Assistant Manager - Front Office (Duty Manager), is responsible for the day to day operations of the bell desk, front desk and communications centre, ensuring colleagues provide a seamless guest experience.

The individual assists the Assistant Front Office Manager and Front Office Manager and is responsible for ensuring team member's productivity, monitoring efficiency of all processes and creating a positive work environment. The Assistant Manager - Front Office acts as a point of escalation for all guest and colleague concerns and takes the role of chief warden in an emergency situation or first aid response.

The Role

Oversee and manages the daily operations of the Front Office including Front Desk, Bell Desk and Communications functions and ensures that all team members comply with service standards, departmental policies and operating procedures set by the hotel.
Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction. Update the guests profile with accurate records.
Lead the daily line-up meeting and constantly remind colleagues of the Capella Service Standards and Culture Philosophy. Attend all Head of Department and any operations related meetings as directed.
Assists the Front Office Manager and Assistant Front Office Manager in updating the Standard Operating Procedures and TCM in accordance to the hotel standards and business level by suggesting improvements to improve efficiency of work and performance.
Allocate guest reservations to appropriate rooms based on VIP type, stay history, special requests, booking channel, daily rate, occupancy and purpose of stay.
Provide technical expertise and knowledge of the PMS (e.g. OPERA) system to all colleagues. Supervises, supports and coach team members on system functions as required.
Oversee personalised check-in and personalised check-out procedures, ensure that all VIPs and special attention guests are greeted promptly by management upon arrival.
Maintain an up-to-date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
Assist in shift coverage in absence of Night Manager/Night Supervisor and or team members when necessary.
Assists in recruitment activities such as interviewing new talents for the departments and succession planning.
Plan and rosters according to business level to optimize resources. Perform administrative tasks such as medical and annual leave approvals.
Act as the chief warden in the event of a fire emergency or activation of the fire panel.

Talent Profile

Diploma of college or university preferably in Hotel/Hospitality Management
Experience in a similar role in Front Office operations in luxury hotels/resorts
Strong interpersonal communicator with personable character, good in relation building
Knowledge of Property Management System (e.g. OPERA)
Competent computing skills (e.g. Microsoft Office)
First Aid certification and Responsible Service of Alcohol
Very good command of written and spoken English
Valid working rights in Australia