Front Office Assistant Manager

Company Description

Mercure Penrith is located at the base of the Blue Mountains offering 222 accommodation rooms to welcome guests to the Penrith area. As part of the of the Panther's precinct, our team are passionate Penrith Panthers supporters who pride themselves on providing exceptional service and memorable guest experiences.

Accor Hotels is the world's largest and fastest-growing hotel group with a network of more than 5000 properties in over 100 countries.  We offer exceptional opportunities for career development, across much-loved brands ranging from well-known five-star luxury hotels to budget lodgings all around the world.

In your new role as Assistant Manager, you will be reporting to our Rooms Division Manager and be responsible for overseeing the front desk operations and ensuring that our guests receive exceptional service during their stay. You will manage a team of front desk agents and be responsible for training and mentoring them to provide the best possible service.

Job Description

• Coaching, training and developing our front office and food and beverage team to ensure a warm and friendly service is consistent for all guests.
• Working alongside the team checking guests in and out of the hotel.
• Promote the Accor Live Limitless Loyalty Program by encouraging guests to join the program, manage and activate the loyalty experience for our valued members.
• Working closely with the Rooms Division Manager to effectively control front office wage costs and maximising revenue opportunities.
• Responsible for handling guest feedback in an efficient and proactive manner and providing an on the spot solution to ensure guest's leave the property happy. Implementing changes to prevent re-occurrence. Utilising Trust You to respond to online guest reviews.
• Updating the Hotel log and communicating at morning meetings.
• Ordering stock and minimising wastage to ensure expenses are controlled within the department.
• Working together with trust so that colleagues and management meet the goals of the outlets and the Hotel.
• Inducting your team members within their first week of employment.
• Monitoring the safety and security of our colleagues, guests, visitors and hotel property. Ensuring all any safety risks are reported immediately to the hotel leadership team.
• Openly communicate with the team ensuring regular team briefings to share key information and handovers between front office shifts.
• Liaising with all hotel departments to ensure guest expectations are met.
• Providing service and food preparation in our Lobby Café & Bar.
• Maintain high standards of cleanliness in the hotel reception, lobby and bar areas.

Qualifications

• Previous experience in a supervisor capacity in the Front Office department of a hotel or resort.
• A hands on and approachable management style.
• Previous experience and understanding of Opera PMS, Food and Beverage Point of Sale, Purchase Plus and Trust You.
• Ability to assist guests with concerns, understanding of Trust You and responding to comments desirable
• You must be able to multitask and remain calm under pressure, and have excellent communication skills.
• The ability to ability to motivate, train and lead a diverse and guest focused team.
• Loyalty sign ups and driving initiatives, proven ability to upsell and positively influence and lead others to do so too
• Excellent communication skills & a high standard of grooming & presentation
• Hold a current RSA, First Aid Certificate & CPR
• The ability & flexibility to work across a 7-day working environment including week-ends and public holidays. Must be prepared to work overnight shifts (11pm – 8am) to assist with Night Manager leave requirements.
• Must hold valid Work Rights for Australia

Additional Information

• Endless growth opportunities in Australia's largest hotel group
• Fantastic Accor Hotels benefits and discounts worldwide from day one.
• Be part of a diverse and inclusive team that knows how to have fun.

You must have valid and current working rights in Australia.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit 

Apply now to begin your journey with Mercure Penrith, we look forward to receiving your application.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you are welcome to let us know.