Front Office Manager

West Perth is home to one of IHG's fastest growing hotel brands — Holiday Inn. Perfectly positioned near Kings Park and Subiaco, our hotel offers a unique blend of local charm and global hospitality. As IHG's first Perth property outside the CBD, Holiday Inn West Perth features 101 rooms and suites, a vibrant team culture, and a dedication to service that has recently earned us:

Winner – 2024 AHA WA Mid-Range Accommodation Award

Silver – 2025 WA Tourism Awards (4–4.5 Star Deluxe Accommodation)

At the heart of the hotel sits the beautifully restored Walsh Family residence, a 1902 heritage building that now houses our destination restaurant — Julio's Italian Restaurant — as well as two character-filled boardrooms. Julio's serves boutique coffee and à la carte breakfast daily, plus relaxed lunches and dinners featuring fresh pasta and classic Italian favourites.

Travel is a journey and at Holiday Inn, we help make it a joy.

From warm welcomes at the front desk to moments of connection throughout a guest's stay, we're here to make people feel at home — whether they're travelling for work, relaxing for the weekend, or discovering Perth for the first time.

As Front Office Manager, you report directly to the General Manager and will oversee all aspects of FO Guest Services operations to ensure a unique and memorable guest experience that brings the Holiday Inn brand to life. You'll lead, motivate, train, and develop your team to operate at peak efficiency while maintaining high service standards. Your responsibilities include ensuring all colleagues are trained in systems, guest service, security, and quality procedures; conducting and participating in daily operations meetings to prepare and support the team; and maintaining a strong awareness of Workplace Health and Safety policies. Additionally, you'll monitor guest feedback from various channels to implement detailed action plans and oversee the night audit and financial reporting functions. You will also drive financial performance through upselling initiatives and manage labour costs in alignment with budgets and business demands.

Every day is different, but you'll mostly be:

As Front Office Manager, you'll report directly to the General Manager and oversee all areas of the front office including reception, reservations, guest services, public areas, houseperson, and the night team.

• Lead the team in delivering seamless check-ins, personalised service, and professional guest interactions.
• Coach, mentor, and develop the Front Office team, empowering them to deliver personalised, thoughtful service.
• Support smooth communication with outsourced housekeeping and all hotel departments
• Manage reservations, guest feedback, rate loading (as directed by Sales/Revenue), and daily reporting
• Act as Manager on Duty when required and contribute to hotel operations and leadership planning
• Manage team performance, productivity, and payroll accuracy, ensuring labour efficiencies are maintained.
• Represent the IHG One Rewards loyalty program with confidence and care.
• Ensure the safety, security, and wellbeing of all guests and colleagues, maintaining full compliance with Health and Safety standards.
• Support and drive financial and service targets, contributing to the hotel's operational success.
• Foster a culture of engagement, recognition, and brand pride across the Rooms Division team.

What we need from you:

• Proven leadership experience in a hotel Front Office role, with knowledge of PMS systems (preferably Opera or similar)
• A motivated leader who thrives under pressure and leads by example.
• Excellent communication skills — written and verbal English, with the ability to build rapport with guests, colleagues, and external partners
• Proactive, solutions-focused approach — able to turn day-to-day operational challenges into opportunities for guest delight
• Ability to lead and coach a team while maintaining calm under pressure
• Strong attention to detail with sound organisational and time management skills
• Flexible availability to work a rotating roster, including weekends and public holidays
• Must have unrestricted Australian working rights.
• Bonus: Additional languages and a hospitality diploma or degree are highly regarded

Why join us?

At Holiday Inn West Perth, we offer so much more than just a job. We provide a work environment that values work-life balance and supports your personal and professional growth.

• Permanent salaried position with long-term stability
• Flexible working options – tailored to your needs, whether you're managing family life or looking for a supportive team culture
• Employee perks and wellbeing
• Paid birthday leave to celebrate your special day
• Enhanced parental leave options to support your growing family
• Proactive health days to keep you feeling your best
• Hotel perks
• On-shift duty meals
• Amazing employee rate accommodation at 6,000+ IHG Hotels & Resorts worldwide
• Food & beverage discounts at Julio's and other IHG venues
• Access to a retail discount platform to make your pay go even further
• Career development
• Lifelong learning programs through IHG's global development platform
• Career milestone recognition and the ability to grow across IHG brands
• Paid annual and personal leave – because we value your time to rest and recharge

Ready to start your journey with us?

Join us and you will become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care; that you notice the little things that make a difference to guests as well as always looking for ways to improve.

Apply now to become part of the IHG family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.