Assistant Front Office Manager: Guest Experience Leader

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

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.