Front Office Manager

Job Description

We are seeking a self-motivated, passionate about delivering exceptional guest experiences leader, with a strong understanding of hotel operations to lead the Front Office team at the Novotel Newcastle Beach.

• Foster a positive and structured work environment within the department, which encourages the successful operation of the business.
• Greet and assist guests in a warm, courteous, and professional manner.
• Handle guest complaints and inquiries promptly, striving to resolve issues to ensure guest satisfaction.
• Effectively manage the team roster to ensure coverage aligns with operational needs and financial targets.
• Maintain a deep understanding of the local area to provide guests with information about attractions, restaurants, and services.
• Establish and maintain positive relationships with repeat guests, VIPs, and corporate clients.
• Implement strategies to enhance guest loyalty and satisfaction, contributing to positive online reviews and ratings.
• Oversee the front desk team's daily operations, including check-in, check-out, and guest registration processes.
• Monitor room availability, reservations, and room assignments to maximize occupancy and revenue.
• Coordinate with housekeeping and maintenance departments to ensure timely room readiness.
• Recruit, train & develop Front Office staff, conducting performance reviews and fostering team growth.
• Proficiently use hotel management software and technology to manage reservations, check-ins, and guest preferences.
• Have prior experience with hotel property management systems is key as well as comfortable with troubleshoot and resolving technical issues.
• Act as a key contact for emergency situations, following established protocols to ensure guest safety and well-being.

To be successful in this role you will have:

• Minimum 2+ years experience at an Assistant Manager within a Hotel environment
• Exceptional people management skills, with the ability to lead and motivate a diverse team
• Excellent written and verbal communication skills
• A passion for delivering exceptional, pro-active customer service.
• Availability to work a variety of shifts, including weekends and public holidays if required.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent