Front Office Manager

Position Overview To co‑ordinate and oversee the running of the hotel in the absence of the hotel Manager or the Guest Experience Manager with particular emphasis on assisting the management of operations within Front Office, monitoring hotel security and maximising the profitability of operations. Our Vision is being leaders in creating experiences and properties that escape the ordinary. Title: Front Office Manager Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values. Goals: Growing revenue above market, Maximise assets, Business transformation. Our Values Empowerment: We make it happen Possibilities: We evolve and innovate Community: We make the connection Key Accountabilities Ensure solid understanding of Our Target and drive with Front Office team. Ensure all staff are present on time and in uniform. Use company time efficiently and productively. Maintain effective organisational communication with other departments. Plan projects and events effectively. Ensure all departments are adequately staffed. Develop, with General Manager and Sales Manager, a range of products that differentiate the hotel in the marketplace, ensuring occupancy and average rate is maximised. Be aware of VIP and Group arrivals and departures and ensure all preparations are made for them. Maintain a high level of service with all staff implementing the hotel’s service values. Look for new opportunities and optimise opportunities for change and improvement. Manage the hotel complaint system. Perform the function of Manager on Duty. Ensure Front Office and Reservations departmental rosters are cost‑effective. Ensure a clear and comprehensive handover occurs with Duty Managers and Night Manager before their shift is completed. Manage the daily operations of the Front Office and Reservations Departments. Demonstrate and develop knowledge of the local/market to enhance company performance and results. Finance: Liaise with Duty Manager and Revenue Manager daily regarding occupancies to ensure average rate is maximised. (Re‑worded as we do not have a Revenue Manager or Duty Manager to maximise average room rate and occupancy through constant liaison with key departmental personnel and employees.) Control department expenditure within set targets. Monitor direct costs including consumables, printing & stationary, stock control, energy, uniforms, replacements and other expenses in line with budgeted guidelines. Be knowledgeable of current room rates and yield management strategies. Establish accounting and financial controls with the Financial Controller and/or General Manager. Ensure all cashiering policies and procedures are followed and reviewed to minimise financial risk. Assist with the hotel accounts receivable. Roster staff cost‑effectively and manage overtime, annual leave, days in lieu, staff breaks and other entitlements. Prepare monthly reports as required by the General Manager or Financial Controller. Sales: Consistently deliver products and services that meet quality, standards and expectations of guests. Achieve a reputation as the market leader in accommodation, products and customer service. Customers: Cultivate an environment where positive service culture is paramount. Create a sense of welcome and service spirit within the Front Office team. Review guest feedback daily (including social media, written and verbal). Use feedback for team training and service development. Communicate and log feedback received. Anticipate problems and take effective action achieving resolution. Proactively resolve guest requests and issues in a timely manner. Maintain a level of service quality that consistently meets & exceeds expectations of guests & staff. Have a high profile in the foyer, giving special recognition to regular guests. Support and actively involve in service development. This position description is not an exhaustive list of tasks that may be required. All other reasonable requests or duties may be required to be performed from time to time. Personnel & Training Create, nurture and develop service ethics and culture for Front Office and Reservations employees. Conduct 3‑month probationary period evaluation and annual performance appraisals. Use performance appraisals for effective counselling and exit strategy for non‑performing team members. Establish and implement training with emphasis on structured on‑job training. Constantly assess training needs of staff and update training manuals. Promote and maximise development opportunities with property transfers within Event Hospitality. Ensure department inductions for new staff are completed and job descriptions are available. Recruit front office and reservation employees. Communicate regularly with all hotel departments. Conduct front office/reservations meetings with all team members. Implement strategies to reduce staff turnover. Ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctuality. Direct and supervise all Front Office personnel. Conduct Front Office communication, meetings and training sessions. Maintain adequate security procedures at all times. Ensure compliance with company policies and procedures. Promote a culture that values effective and proactive WH&S management. Corporate Assets and Corporate Image Manage hotel assets and protect their long‑term investment value. Manage Front Office machinery to ensure maximum efficiency and guest service is not affected. Deal with all suppliers positively, assertively, ethically and in the company’s best interests. Hold complete knowledge of fire & evacuation procedures as per Procedures Manual. Use safe practices in performing all tasks as per Work, Health and Safety Act. Obtain necessary resources to improve the physical layout of all public areas to ensure they are presented in the best possible manner. Ensure all public areas are clean and well maintained. Input into decision of relocating guests when the hotel is over‑booked with minimum damage to hotel goodwill and reputation. Provide leadership to all hotel personnel. All staff must attain the highest standard of professionalism. Effectively undertake any duty shifts as required by the General Manager. Authorities Front Office Manager has all authority needed to achieve the above outcomes. The only limitations are: All expenditure must be approved by the Rooms Division Manager/Executive Assistant Manager or General Manager prior to commitment. All capital/sales and marketing expenditure must be approved and purchase order co‑signed by the General Manager prior to commitment. Non‑capital expenditure follows the hotel purchasing policy. All proposed employee terminations must be discussed with the General Manager before actioning. Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Newspaper Publishing Location Bar Beach, New South Wales, Australia #J-18808-Ljbffr