We're looking for a warm, organised and hands-on Front Office Team Leader to guide our front office team on shift and support the Hotel Manager with day-to-day operations. You'll lead by example on the desk, help the team do their best work, and make sure every guest and owner feels looked after.
About us
Mantra Nelson Bay is in the heart of Nelson Bay, in the Port Stephens region, close to the marina, cafes and some of the best beaches on the NSW coast. We're an Accor franchised property that looks after both holiday guests and property owners. If you like being part of a close team and want a hotel career with room to grow, this is a great place to be.
Key responsibilities
- Leading and supporting front office team members during your shifts
- Welcoming guests warmly and running smooth check-ins, check-outs and reservations
- Handling guest enquiries and concerns promptly, and escalating when needed
- Sharing local knowledge on dining, attractions and activities around Nelson Bay and Port Stephens
- Building great relationships with returning guests, to support strong online reviews
- Coaching and training new and junior team members, and giving regular feedback
- Keeping accurate guest accounts, cash handling and night audit procedures
- Working closely with housekeeping and maintenance so rooms are ready on time
- Logging and following up owner enquiries, and passing on anything that needs the Hotel Manager
- Booking and meeting contractors for approved jobs, and keeping the Hotel Manager updated
- Using our property management system confidently and helping the team solve everyday system issues
- Liaise with apartment owners to communicate maintenance issues, report damaged or faulty items, and recommend replacements or repairs as required
- Acting as a calm point of contact in emergencies, following our safety procedures
- Providing input to the roster and helping cover shifts when needed
About you
- Previous front office or guest service experience in a hotel or resort
- Some experience leading, training or mentoring others (or ready to take your first step into leadership)
- Experience with a property management system
- Excellent written and verbal communication skills
- A proactive, friendly approach to guest and owner service
- Valuable organisation and attention to detail
- Availability to work a rotating roster including weekends, early starts and public holidays
- Current right to work in Australia
Benefits
- Great work life balance
- Global Accor staff rates on accommodation and dining
- Training and career pathways within the hotel group
📌 Front Office Team Leader (Nelson Bay)
🏢 Mantra Nelson Bay
📍 Nelson Bay
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