Job Description

The Front Office Manager leads the day-to-day operation of the Front Office and guest service team, delivering a seamless, personalised guest experience from arrival through to departure. The role has direct oversight of the Guest Service Agents ensuring courteous and productive service, accurate guest and financial records, and a smooth, secure overnight operation.

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Key responsibilities

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Promote and provide prompt, efficient and courteous service to all guests at all times

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Gather guest feedback to monitor customer service provided by team members, reviewing and managing guest complaints to ensure they are resolved to the guest's satisfaction

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Responsible for ensuring all hotel guests are greeted, checked in/out promptly and courteously and that check-in/out and data collection procedures are strictly adhered to

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Meet and greet VIP guests and groups when on shift, and ensure there is a delegate to do the same when not on shift

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Promote teamwork and staff development by delegating duties appropriately and following up

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Responsible for rostering Guest Service Agents, review hours worked against rostered hours and actual payroll costs to evaluate wages against service levels

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Identify gaps in skills and knowledge of the Front Office team; develop and implement training programs to close these gaps utilising the Training Matrix, with particular focus on competency

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Check cashiers in and out at each shift change, verifying banks, floats and takings balance to Property Management System and Point of Sale reports

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Maintain and control the master key system, including issue, return, audit and reconciliation of all key holders

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About you

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Recruit suitably qualified and professional staff as required, ensuring recruitment, selection and onboarding practices comply with hotel policies and procedures and equal employment opportunity requirements

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Responsible for managing the performance of individual team members and for the timely, effective implementation of performance reviews and the development program as per policy and procedure

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Responsible for effective communication of policies and procedures, and follow up on performance improvement action plans regularly as the need arises

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Demonstrate an ongoing commitment to personal development

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About us

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Bayside Geelong Hotel & Apartments offers 110 well-appointed accommodations, ranging from hotel rooms and studio apartments to fully self-contained one and two-bedroom apartments. Guests can enjoy a variety of amenities, including multiple meeting and event spaces, a fitness centre, pool and sauna, all just minutes from Geelong's CBD. At Bayside Geelong, we aim to provide a personalised and professional experience that keeps our guests coming back, whether they are here for business or leisure. With a diverse array of options to suit every taste and budget, we offer the perfect stay for everyone. Our mission is to deliver a positive and rewarding experience for our guests, employees, and associates in every interaction with our businesses.

📌 Front Office Manager (North Geelong)
🏢 Bayside Geelong Hotel & Apartments
📍 North Geelong