Assistant Front Office Manager

Crown Resorts; City of Melbourne; On-site; AUD 75,000 - 95,000; Full time

Job summary

Crown Resorts is seeking an experienced Assistant Front Office Manager for Crown Metropol in Melbourne. You will support daily Front Office operations, including Front Desk, Bell Desk and Valet, while leading a high-performing team to deliver exceptional guest experiences.

Reporting to the Front Office Manager, you will drive service standards, manage guest enquiries, and collaborate with Housekeeping, Reservations and VIP Services to optimise occupancy and revenue.

Qualifications

• Experience leading teams in Rooms Division or Front Office environments.
• Excellent customer service and communication skills.
• Strong organisational and problem-solving abilities with commercial awareness.

Responsibilities

• Lead, coach and develop the Front Office team to deliver exceptional service.
• Oversee daily Front Office operations and ensure high service standards.
• Manage guest enquiries and complaints with timely resolutions.
• Monitor room inventory and availability to meet operational needs.
• Collaborate with Housekeeping, Reservations and VIP Services.
• Manage labour resources and rostering efficiencies while controlling costs.
• Identify opportunities to improve processes and guest experience.
• Support upselling initiatives to maximise hotel revenue.
• Maintain accurate operational reporting and cross-hotel communication.

Skills

Hotel management

Team leadership

Customer service

Communication

Organizational skills

OPERA PMS

Microsoft Office

Education

Hospitality qualification

Tools

OPERA PMS

Microsoft Office

Job description

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:

• 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 capabilitiesSound 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.