Additional Information Job Number 26133746 Job Category Rooms & Guest Services Operations Location 201 Normanby Road, Southbank, Melbourne Victo 3006, AustraliaVIEW ON MAP Schedule Full Time Located Remotely? N Position Type

Management

Position Summary

Manage day-to-day operations and ensure the quality and standards of the hotel are met

Assist guests arriving and departing the hotel through the check in and departure process

Handle general enquiries whilst engaging and inspiring guests with each guest experience

Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties

Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met focusing on attention to detail

Be an expert on the hotel and the surrounding area, know it inside and out to exceed guest expectations - showcasing your inner creativity

Build and strengthen relationships with existing and new customers to enable future bookings

Understand the impact of the department’s operations on the overall property financial goals and objectives and manage to achieve or exceed goals.

About You

Experience with OPERA property management system or similar

Relevant experience in a similar managerial role

Working rights in Australia

Enthusiastic to elevate your career

Self-motivated, driven and energized in a fast-paced environment

Armed with smart solutions and a can-do attitude

Education and Experience

High school diploma or GED; 2 years' experience in the guest services, front desk, or related skilled area. OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality,



Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and building mutual trust, respect, and cooperation among team members.

Serving as a role model to demonstrate appropriate behaviors.





Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback to individuals.

Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

Ensures employees understand customer service expectations and parameters.

Interacts with guests to obtain feedback on product quality and service levels.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Supervises same day selling procedures to maximize room revenue and control pr

📌 Front Office Duty Manager (Melbourne)
🏢 66YKJ
📍 Melbourne