Front Office Supervisor

1 month ago

West Perth, Australia Holiday Inn Full time

First impressions count. For our guests’ memorable experiences to have an unforgettable start, we’re looking for a Front Office Supervisor who can take ownership of delivering a memorable guest experience while also leading a team of Guest Service Agents, who will drive daily operations of the Front Office.  
 
Whether our guests are traveling on business or for fun, enjoying a quick night, or relaxing for the week, we thrive on making our guests stays brighter and helping them create memories that will last a lifetime. Irresistible smiles are our specialty...so, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn family.  
 
West Perth is now home to one of IHG's fastest growing hotel brands, Holiday Inn.   
 
Located within walking distance to Kings Park, Holiday Inn West Perth is IHG’s first Perth property outside of the city centre. Part of the hotel’s charm is the former 1902 Walsh Family residence which sits at the front of the property as a destination restaurant, as will the two character-filled boardrooms that currently occupy the space. Additionally, all 101 guestrooms are undergoing a soft refurbishment to bring it in line with Holiday Inn’s standard, and what our guests want.   
 
As a Front Office Supervisor, you’ll be the person our Guest Service Agents and Hotel Service Team Members turn to for support, while guests will also rely on you to handle transactions, offer local insights and anticipate every detail of a seamless experience... you’ll also create the warm atmosphere that makes our guests feel at home.   

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

  • Kicking off truly memorable guest experience with the warmest of welcomes. 
  • Leading the way – managing guest experiences, team performance and hotel operations. 
  • Coaching, mentoring, onboarding and training of team members. 
  • Assist when required, with preparing department rosters. 
  • Ensure team member timecards and schedules are maintained and updated on a daily basis.  
  • Be responsible for opening and closing duties to ensure correct cashiering procedures are followed in accordance with hotel standards.  
  • Inspiring and motivating the team to achieve monthly targets. 
  • Ensuring all team members provide our guests and each other with exceptional customer service throughout all guest touch points. 
  • Championing guest loyalty- You will acknowledge IHG One Rewards members and returning guests, while encouraging the same behaviours throughout the Front Office team.  
  • Taking, managing, and receiving payments for guest bookings. You will assist in maintaining procedures for security of monies, transactions, and guest security.   
  • Making the check-in and check-out process feel swift and seamless while having authentic conversations with guests to resolve issues, queries or concerns.  
  • Staying one step of our guests’ needs to anticipate requests and offer tailored recommendations. 
  • Being our guests’ trusted contact – helping with everything from bill issues to restaurant recommendations. 

What we need from you: 

  • A qualification in Hospitality Management or similar is highly regarded.  
  • Minimum of 1 year experience in a Front Office position. 
  • Experience leading a team is not a requirement however highly regarded. 
  • Experience with Property Management System, Opera or similar.  
  • Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to. 
  • Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories. 
  • Availability to work a rotating roster, mornings, evenings and shifts on weekends and Public Holidays.  
  • Fluency in the local language - extra language skills would be great, but not essential. 
     

Applicants must have unrestricted Australian working rights. 

What you can expect from us: 

We give our people everything they need to succeed including a range of benefits designed to help you live your best work life – including free duty meals, a full uniform, impressive room discounts and some of the best training in the business.  

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.  

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.   

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