Job Description

Job Brief:

Position: Front Office Manager

Location: Sydney NSW 2000

Job type: Full Time, 38hours/week

Salary range: AUD

As the Front Office Manage you will oversee the operational efficiency of all front office areas and the service delivery of those areas of Front Desk and Guest Services Department (Front Desk Agents, Porter, Door person). You will drive the overall engagement and product quality of the operation to maximise performance, profitability and return on investment by creating a positive and productive work setting.

You will ensure superior guest service is delivered and that compliance with quality and brand standards are maintained. You will support in establishing quality, guest service standards, as well as adhere to Kimpton IHG brand standards and True Hospitality Service, alongside the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements.

Our Vision is being leaders in creating experiences and properties that escape the ordinary.

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.

Our Goals

- Growing revenue above market
- Maximise assets
- Business transformation

Our Values

- Possibilities: We evolve and innovate
- Team Spirit: We achieve more together
- Empowerment: We make it happen

Key Accountabilities Duties & Responsibilities

- Oversees Front Office & Guest Service colleagues while supporting all departments as needed.




- Communicates with the Director of Rooms on all matters affecting guest service and front desk
- Conducts shift briefings and updates all handover material
- Coordinates pre arrival communications with guests to ensure proactive approach towards executing all guest needs and administering ridiculously personal experiences
- Review guest arrival and departures daily; assist with check in/out when needed
- Ensure guests are greeted upon arrival and make time to interact genuinely with guests.
- Responds to guest needs promptly and resolves any guest issues with appropriate follow up
- Ensure staff provide guests with prompt service, professional attention, personal recognition and build on guest relationships in order to anticipate their needs.
- Communicate to appropriate departments all information related to the expected arrival and departure of all groups, VIP’s and other key guests, or other special guest needs.
- Continual communication with housekeeping department to ensure rooms are cleaned in atimely manner; all room status discrepancies and out of order rooms investigated promptly
- Assists the Director of Rooms with responding to guest comments via survey or social
- Completes room inspections for cleanliness and report any maintenance issues as needed




- Ensures the Service behaviours are reflective of the Kimpton Brand and colleagues are delivering a Kimpton Branded experience.
- Promotes inter-hotel sales and in-house facilities.
- Prepare and post associate rosters in compliance with guidelines and business needs of the hotel
- Fully knowledgeable with all hotel emergency procedures - first aid and fire safety procedures.
- Conduct onboarding and on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
- Oversee the hotel log to record and communicate guest issues and hand over any other relevant guest information to the oncoming shift.
- Conduct routine inspections of the guest areas and public areas - taking immediate actions to correct any deficiencies in maintenance or cleanliness.
- Maintain a high level of product and service knowledge in order to explain/ sell services and facilities
- Maintain a 100% IHG Rewards Club recognition and drive culture on all different guest touch points, with particular emphasis on exceeding IHG Enrolment targets.
- Assist with updating, developing, and training on standard operation procedures (SOP’s)
- Manage, implement and monitor effective stock control procedures
- Ensure inventory balances on each shift and effectively execute hotel oversell plan
- Assist the Director of Rooms in overseeing the night audit functions and overnight staff
- Does everything possible to ensure that guests depart the hotel with a positive experience

People

- Ensure all staff are present and ready to commence work at their rostered start time.
- Adhere to brand standards for presentation, grooming and punctuality.
- Assist the Director of Rooms with

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