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About the Role

As Front Office Manager at Vibe Hotel Darling Harbour, you will be responsible for understanding and exceeding guest experiences, leading by example, and driving return guest programs. You will inspire, guide, coach, and develop the Front Office team, ensuring operational excellence and adherence to safety and security processes. You will also manage financial transactions and engage the team daily.

Responsibilities

• Oversee the daily operations of the front desk, ensuring smooth running and exemplary guest service.
• Lead by example with a hands-on style, completing check-ins, engaging with guests, answering calls, and providing directions or recommendations.
• Commit to the five practices of exemplary leadership and empower the team to do the same.
• Monitor room availability, room types, and rate categories.
• Personally inspect VIP rooms, meet and greet VIP guests, and ensure effective management procedures for their experience.
• Handle service recovery, turning around dissatisfied guests professionally and appropriately.
• Review TripAdvisor daily, ensuring professional and personalized responses to comments.
• Constantly review front office procedures, policies, and standards to maximize efficiency and productivity.
• Prepare daily, weekly, and monthly reports for the front office department.
• Partner with the Hotel General Manager and Finance Business Partner to set and meet financial forecasts and budgets.
• Identify revenue maximization opportunities and implement strategies for the team.
• Control front office operating expenses, wages, and cost of sales within budget.
• Build team rosters and approve timesheets, ensuring effective coverage and cost-effectiveness.
• Conduct recruitment, onboarding, training, performance reviews, and performance management for the front office team.
• Keep the team informed of hotel updates and encourage contributions through daily briefings and monthly team meetings.
• Ensure the hotel reception and lobby are clean and tidy.

Requirements

• Hold a current Responsible Service of Alcohol (RSA) Certificate.
• Hold a current “Provide First Aid” Certification (HLTAID0003 Provide First Aid or similar).
• Have 2-3 years’ front office leadership experience and a sound understanding of rooms.
• Proven ability in managing teams, building culture, and developing talent pipelines.
• Demonstrated ability in delivering growth results in hotels and driving revenue.
• Ability to meet the physical demands of the role, including constant standing & walking, and frequent lifting/moving of objects up to 20 kgs.

Skills

• Guest experience management
• Team leadership
• Coaching and development
• Operational excellence
• Process adherence
• Financial management
• Revenue maximization
• Recruitment and training
• Communication
• Problem-solving
• Service recovery

Location

• Darling Harbour

Work Type

• Full-time

Experience Level

• 2-3 years' front office leadership experience

Education Level

• Responsible Service of Alcohol (RSA) Certificate
• Provide First Aid Certification

Salary/Compensations

• Base salary from $76,652.99 per annum excluding superannuation

About the Company

• Vibe Hotel Darling Harbour is part of TFE Hotels.
• TFE Hotels promises to give more back and celebrates uniqueness.