Additional Information
Job Number26133746
Job CategoryRooms & Guest Services Operations
Location201 Normanby Road, Southbank, Melbourne Victo 3006, AustraliaVIEW ON MAP
ScheduleFull 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 recent 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 professional 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 pol

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