Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

As Front Office Manager, you will manage the Front Office operation by leading, motivating, and developing the team. The role focuses on improving hotel customer service scores by driving standards and training, ensuring a positive team culture, and supporting the establishment of quality and guest service standards to drive hotel revenue and profit goals.

Responsibilities

• Monitor operations to ensure guests receive prompt, attentive service and individual recognition.
• Ensure teams are familiar with IHG One Rewards members, VIPs, and provide special attention.
• Coordinate information exchange between departments within the Rooms Division and with other departments.
• Consult with Department Heads and Hotel Manager to improve business conduct.
• Maintain presentation standards for guest-facing and back-of-house areas.
• Conduct routine inspections of areas under control and ensure brand aspects are in place.
• Conduct monthly departmental meetings to review procedures and events.
• Ensure emergency procedures are practiced and enforced for guest and employee safety.
• Monitor applicable laws and regulations, including Health and Safety, and ensure compliance.
• Establish and maintain visibility and involvement in the property, business, social, and local communities.
• Establish and maintain effective employee relations and promote an environment for equal opportunities.
• Assume responsibilities in the absence of the Hotel Manager.
• Supervise Front Office and concierge agreement services, working closely with outsourced Housekeeping.
• Control and analyze Front Office costs to ensure performance against budget.
• Participate in the preparation of the hotel’s Strategic Plan, Marketing Plans, and Goals Programme.
• Provide insights and implement strategies from Revenue, Marketing, and Sales meetings into the operation.
• Promote and coordinate programs to increase occupancy, ADR, and RevPar.
• Maximize PMS & IHG Programs for revenue generation.
• Process all payment methods in accordance with accounting procedures and policies.
• Check all accounts with balances, ensuring rates are correct and vouchers are attached.
• Ensure correct charges are processed for miscellaneous expenses.
• Ensure company procedures are followed for no-shows, early departures, and refund requests.
• Ensure internal audit compliance is understood and executed.
• Ensure cash security procedures are adhered to.
• Understand forecast and business needs and strategies.
• Maintain procedures for security of monies, credit, financial transactions, guest security, and inventory control.
• Assist the Hotel Manager in staffing requirements, planning work, and establishing performance and development goals.
• Ensure appropriate team size without exceeding the wage budget.
• Ensure all staff are present and ready to work at their rostered start time, with correct uniform and grooming.
• Adhere to brand standards for presentation, grooming, and punctuality.
• Provide mentoring, coaching, and regular constructive feedback to team members.
• Recognize high-potential colleagues and assist in their development plans.
• Educate and train team members in compliance with brand standards, service behaviors, and governmental regulations.
• Ensure staff have the tools, training, and equipment to carry out job duties.
• Ensure staff are kept up-to-date with IHG benefits and recognized for their contributions.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Assist in recommending or initiating disciplinary or other staffing actions.
• Assist in planning for future staffing needs, including recruitment tasks.
• Deliver and/or attend required training sessions.
• Ensure staff conduct consistent and detailed shift handovers.
• Develop and maintain cohesive working relationships within the team and wider hotel team.
• Attend and participate in daily hotel briefings, meetings, and training sessions.
• Facilitate daily rooms division briefings with housekeeping and maintenance departments.
• Ensure front-of-house colleagues provide guests with prompt service, professional attention, and personal recognition.
• Ensure all team members have completed True Hospitality skills training and other IHG Mandatory online learning.
• Ensure guests are greeted upon arrival and interact effectively with guests.
• Respond to situations to ensure guests receive prompt attention and personal recognition.
• Respond appropriately to guest complaints, solicit feedback, and build relationships.
• Respond to guest needs and resolve related problems in an appropriate timeframe.
• Use the hotel log to record and communicate guest issues and hand over relevant guest information.
• Build and maintain positive relationships with internal customers and guests.
• Communicate pertinent information to departments regarding VIPs and special guest needs.
• Conduct routine inspections of public areas and take immediate corrective actions.
• Ensure guest satisfaction data is analyzed and plans are developed to achieve goals.
• Maintain a high level of product and service knowledge.
• Deliver meaningful daily briefings, celebrating wins, sharing feedback, and providing direction.
• Develop and maintain a 100% IHG One Rewards program recognition and drive culture.
• Ensure reservations requests are entered into the PMS and inventory balances.
• Ensure guests depart with a positive impression of hotel service.
• Be present during peak periods, including acting as Manager on Duty when required.
• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.
• Work with the Hotel Manager to ensure Green Engage data is relevant and performance meets targets.
• Adhere to procedures and guidelines relating to occupational health and safety.
• Evaluate staff performance with reference to occupational health and safety responsibilities.
• Assist in ensuring supervision of work health and safety aspects of work undertaken by staff.
• Assist in ensuring training is conducted in line with local and company minimum requirements for fire and emergency procedures.
• Act as a central communications point during emergency/crisis situations.
• Facilitate the reporting and investigation of injuries and illnesses, recommending corrective actions.
• Develop awareness and reputation of the hotel and brand in the local community.
• Take action with the Property Management Systems (PMS) in emergency situations.
• Maintain all procedures and adhere to Pro-invest Hotels Group guidelines.
• Work in conjunction with management in the implementation of WH&S related initiatives.
• Be conversant with the Emergency Response Team and prepare emergency procedures.
• Demonstrate a sound awareness of Crisis Management, HACCP & OH&S policies and procedures.
• Champion the identification and reporting of hazards, evaluation of risks, and implementation of control measures.
• Ensure property security.

Requirements

• Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
• A high energy level and a passion for achieving superior results.
• Ability to make calm, collected decisions, even under pressure.
• Ability to lead in a competitive environment.
• Proven experience of strong leadership skills in managing teams to drive for results.
• Previous experience as Front Office Manager.
• Pre-opening experience would be advantageous.
• Proven ability to drive brand standards and brand experience into the department and team.
• Ability to manage change, implement initiatives, and challenge the status quo.
• Ability to manage complex relationships.
• Full Driver’s Licence (or current provisional licence towards achieving full licence) and ability to drive manual and automatic vehicle (if applicable depending on location).
• Required to hold a current First Aid Certificate including HLTAID003 - Provide First Aid, HLTAID002 - Basic Emergency Life Support and HLTAID001 - Provide Cardiopulmonary Resuscitation.
• Must meet the appropriate legal requirements to work in Australia.

Skills

• Leadership
• Team Management
• Brand Standards
• Change Management
• Relationship Management
• First Aid
• Communication
• Problem-Solving
• Revenue Management
• Customer Service

Location

• 339 Pitt Street, Sydney NSW 2000

Work Type

• Full Time

Experience Level

• Previous experience as Front Office Manager
• Pre-opening experience would be advantageous

Education Level

• HLTAID003 - Provide First Aid
• HLTAID002 - Basic Emergency Life Support
• HLTAID001 - Provide Cardiopulmonary Resuscitation

Salary/Compensations

• AUD 78000-82000

Benefits

• IHG One Rewards benefits

About the Company

• Kimpton Margot Sydney (Pro-Invest Hotel Operating Sydney CBD 2 Pty Ltd) is part of Pro-invest Group, a global asset management and investment firm specializing in real estate.
• Pro-invest Group has an extensive track record of delivering and repositioning hotels across Australia and New Zealand.
• They are a trusted partner to recognized hotel brands including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel.
• Kimpton Hotels & Restaurants is known for its heartfelt human connections and pioneering the boutique concept in the USA.
• Their mission is to be the world's most loved boutique hotel and restaurant company.
• They value personality, individuality, creativity, integrity, continuous improvement, focus, and passion.

Equal Opportunity

• Promotes an environment for equal opportunities.