Are you the original people whisperer? Do you ooze calmness, control, collaboration - all tied up with a healthy dose of confidence? You are the people guru everyone wants on their team, and team want to follow. If variety is the spice of life, and you like it spicy then we are your tribe – and we can’t wait to welcome you!
As Front Office Manager at Vibe Hotel Darling Harbour, you’re pitch perfect when it comes to understanding and exceeding guest experiences. You lead by example, whether it’s driving return guest programs, gaining insights from and updating CRM or implementing guest feedback improvement plans.
You’re both a motivator and a magnet – taking charge of the Front Office team, inspiring, guiding, coaching, and developing them along their career journey to greatness. Whilst occasional peacemaker and professional problem-solver are certainly part of the role, operational excellence is where you excel and, standing side by side with the team to execute is the name of the game.
Safety & Security are your jam. For that reason, you are a stickler for processes, and to you, admin is key! You ensure all financial transactions are executed in accordance with policy and procedure, welcome guests to their temporary home, and engage the team to ‘GoMAD’ every day. It’s likely you’ll have been a Senior Duty Manager, or a Front Office Manager in a previous role, and this opportunity is the next step in your success story!
We recognise and celebrate your uniqueness and promise to give more back. You see, we’re not looking for a short-term relationship, although every day will feel new and exciting with limitless possibilities.
Responsibilities and Duties:
- You oversee the daily operations of the front desk, ensuring smooth running and exemplary guest service with every encounter
- With a hands-on style, you lead by example – jumping in to complete check-ins, engage in meaningful guest interactions, answer calls, give directions and/or recommendations
- You commit to the five practices of exemplary leadership (Kouzes and Posner’s The Leadership Challenge) and empower your team to do the same
- You always have your finger on the pulse when it comes to availability of rooms, room types and rate categories
- You personally inspect VIP rooms, meet and greet VIP guests and ensure any procedure in place to manage their experience is effective
- You’re the go-to when it comes to service recovery – there’s not a single dissatisfied guest you can’t turn around, always with a smile and an appropriate outcome
- You check TripAdvisor on a daily basis, ensuring responses to comments are professional and personalised
- You’re constantly reviewing front office procedures, policies and standards, looking at ways to maximise efficiency, productivity and seeking every opportunity for the team to GoMAD
- Reporting is your friend – on a daily, weekly and monthly basis you prepare reports for the front office department, always in time with deadlines from stakeholders or head office
- You partner with the Hotel General Manager and Finance Business Partner to set and meet financial forecasts and budgets
- You’re always on the lookout for revenue maximisation opportunities and implement strategies for your team to achieve this
- You’re in control of front office operating expenses, wages and cost of sales, always within budget
- You build team rosters and approve timesheets, ensuring effective coverage whilst maintaining cost effectiveness – all by Payroll deadline and according to the THECA/HIGA guidelines.
- Recruitment, onboarding, training, performance reviews and performance management of the front office team are conducted as needed and according to best practice
- Your team are kept abreast of hotel updates and always afforded the opportunity to contribute and communicate through daily briefings and monthly team meetings
- Cleanliness and tidiness are a priority – you keep the hotel reception and lobby looking immaculate.
- This isn’t an exhaustive list and your Manager may have other reasonable tasks, projects or instructions on occasion.
Skills/Experience Required:
- You hold a current Responsible Service of Alcohol (RSA) Certificate
- You hold a current “Provide First Aid” Certification (HLTAID0003 Provide First Aid or similar)
- You (ideally) have 2-3 years’ front office leadership experience and sound understanding of rooms
- You’re no stranger to managing teams, building culture and developing talent pipelines
- You have a proven ability in delivering growth results in hotels and driving revenueYou can physically meet the demands for this role including constant standing & walking, frequent lifting and moving of objects up to 20 kgs
Base salary from $76,652.99 per annum excluding superannuation
Does this sound like your kind of place? Find more with TFE, you deserve it.
