Job Category: Hotel-Front Office

Job Description:

No two nights are the same - you might be settling in a late arrival, calming a frustrated guest, or working through an unexpected system issue.

You'll keep a close eye on the audit as it comes together, ready to step in if something doesn't add up.
When required, you'll step into the Night Manager's role directly - making confident, independent decisions to keep the hotel well supported through the night.

You'll primarily be responsible for:

Guest Experience & Operations

- Lead the overnight Front Office operation, ensuring guests receive prompt, professional and personalised service.

- Respond to guest concerns and operational issues, using sound judgement to resolve matters or escalate appropriately.

- Oversee Reception, Concierge and Porter operations and ensure service standards are consistently maintained.

- Monitor Front Office and public areas, addressing presentation, maintenance, safety or operational issues promptly.

- Ensure VIP, regular and IHG Rewards guests receive appropriate recognition and benefits.

- Champion IHG Rewards enrolment, brand standards and True Hospitality service behaviours.

- Conduct effective overnight handovers and communicate key operational matters to the day team.

- Ensure all hotel health, safety, security, compliance and brand requirements are followed.

People

- Lead, coach and support Front Office colleagues, providing regular feedback and guidance to build capability and performance.

- Ensure colleagues have the training, tools and resources required to deliver their roles confidently.

- Support recruitment, onboarding, development and succession planning within the Front Office team.

- Promote teamwork and effective communication across Front Office and wider hotel departments.

- Support the management of performance, conduct and other people matters in line with hotel policies and procedures.

Financial





- Complete and/or oversee the night audit and preparation of daily financial reports.

- Reconcile revenue, transactions, guest accounts and cashier balances, investigating and resolving discrepancies.

- Monitor guest credit, billing instructions and financial transactions in line with hotel policies and controls.

- Support labour management, rostering and timesheet approvals in line with business requirements.

- Identify opportunities to maximise revenue through upselling, walk-ins and other Front Office revenue streams.

- Maintain accurate cash handling and audit records.

Responsible Business

- Promote a protected environment for guests and colleagues and respond appropriately to hazards or incidents.

- Ensure health, safety, security and wellbeing procedures are followed and required actions are addressed.

- Support a culture of responsible and compliant hotel operations.

About Us: At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

About the Team:

Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 400 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted partner thanks to our expertise in connecting both domestic and global groups. Our branded service style 'Dare to Connect' supports colleagues in delivering an unscripted approach to service that encourages warm, engaging interactions with guests.

In our hotels you'll find a team who are people-first, professional and inclusive and feel part of our global community. If you are inventive and love to connect and collaborate you'll feel at home and excel at Crowne Plaza

📌 Assistant Night Manager (Australia)
🏢 IHG Hotels & Resorts
📍 Australia