Assistant Front Office Manager

Crown Resorts Limited; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Crown Resorts in Melbourne is seeking an experienced Assistant Front Office Manager to support the day-to-day operation of the Front Desk, Bell Desk and Valet, while leading a high-performing team to deliver exceptional guest experiences.

You will guide and develop staff, manage guest inquiries and complaints, oversee room inventory and work with Housekeeping, Reservations and VIP Services to maintain service standards in a fast-paced luxury environment.

Qualifications

• Proven experience in luxury hotel front office management.
• Experience leading and developing teams.
• Excellent customer service and communication skills.
• Strong organisational and problem-solving abilities; commercial awareness.

Responsibilities

• Lead, coach and develop the Front Office team to deliver exceptional service.
• Oversee daily Front Office operations and service standards.
• Manage guest enquiries and complaints with timely resolutions.
• Monitor room inventory and availability.
• Collaborate with Housekeeping, Reservations and VIP Services.
• Manage labour resources, rostering and costs.
• Identify opportunities to improve processes and performance.
• Support upselling initiatives to maximise revenue.
• Maintain operational reporting and communications across the hotel.

Skills

Hotel management

Team leadership

Customer service

Communication skills

Interpersonal skills

Commercial awareness

Tools

OPERA PMS

Microsoft Office

Job description

Better begins here Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop. An exciting opportunity has become available for an experienced Assistant Front Office Manager to join the team at Crown Metropol. Reporting to the Front Office Manager, you will support the day-to-day operation of the Front Office, including the Front Desk, Bell Desk and Valet Parking, while leading and developing a high-performing team and delivering exceptional guest experiences.

In this role, you will:

• Lead, coach and develop the Front Office team to deliver exceptional service
• Oversee daily Front Office operations and ensure service standards are consistently achieved
• Manage guest enquiries and complaints, ensuring effective and timely resolution
• Monitor room inventory, availability and operational requirements
• Work closely with Housekeeping, Reservations, VIP Services and other hotel departments
• Manage labour resources, rostering efficiencies and departmental costs
• Identify opportunities to improve processes, service delivery and operational performance
• Support upselling initiatives and opportunities to maximise hotel revenue
• Maintain accurate operational reporting and communication across the hotel.

About you:

You are an experienced hotel professional with a passion for people leadership and exceptional guest service. You thrive in a fast-paced luxury hotel environment and have the confidence to make operational decisions while supporting and developing your team. You will bring:

You will bring:

• Strong hotel management experience, ideally within Rooms Division or Front Office
• Proven experience leading and developing teams
• Excellent customer service, communication and interpersonal skills
• Strong organisational and problem-solving capabilities
• Sound commercial awareness and experience managing operational resources
• Experience with OPERA PMS and Microsoft Office A hospitality or business-related qualification is desirable.

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people.

Our Talent Community is a place to stay connected with life at Crown Resorts. Register for access to curated career content and stay in the know on what’s happening at Crown. We’ll be in touch from time to time to share updates on events, new restaurant launches and popups, behind the scenes content, insider news, team stories, career tips and more. Stay connected as you explore career possibilities.

You can expect better exposure, opportunities, experiences, and learning. It’s a place where you can create joy for the people who visit us, the cities we live in and the teams we work with.

Supported by your leader, you can enjoy a better balance in your lifestyle and feel a better you.