Assistant Manager - Front Office

Novotel; Gold Coast City; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Free parking

Uniforms provided

Staff meals

ACCOR perks

Job summary

Novotel Surfers Paradise is seeking a proactive Assistant Manager to oversee front desk operations and guest experiences. You will train and mentor a team, ensuring smooth daily operations and high standards of service during your shift.

Reporting to the Front Office Manager, you will manage front desk staff, drive guest satisfaction, and support revenue opportunities while maintaining cost controls. RSA, First Aid, CPR and Australia work rights are required.

Qualifications

• Previous experience as Hotel Assistant Manager in a 200+ room property.
• Hands-on and approachable management style.
• Familiarity with hospitality systems and guest feedback tools.

Responsibilities

• Coaching and developing night team to deliver consistent service.
• Support staff and maintain warm guest interactions across shifts.
• Collaborate with Front Office leaders to manage wage costs and revenue.
• Proactively engage guests and respond to feedback with professionalism.
• Lead emergency situations and act as on-duty decision-maker.
• Maintain reports and handovers between shifts.
• Ensure safety and security of colleagues, guests and property.

Skills

People management

Communication

Guest service

Hospitality experience

Tools

OPERA CLOUD

MICROS

PurchasePlus

TrustYou

Ready Workforce

Job description

Novotel Surfers Paradise is conveniently situated near Surfers Paradise's famous beaches. We have 408 rooms at the hotel, plus a number of dining options available, including the Restaurant, in-room dining, a pool bar, and the Blvd Café and Bar. We offer a family friendly and hospitable environment for all. We have a heated outdoor swimming pool, a spa, tennis court, basketball/netball court, and gym for our visitors who want to unwind. We offer six contemporary function rooms with a capacity for up to 500 attendees available for our conference and events visitors.

Are you a natural leader who thrives in a fast‑paced environment where no two days are the same? Do you love creating memorable guest experiences and keeping operations running smoothly? If so, we’d love to meet you.

At Novotel Surfers Paradise, we pride ourselves on delivering exceptional service with warmth, professionalism, and attention to detail. As we continue to grow, we’re looking for a confident and proactive Assistant Manager to support our daily operations and uphold our high standards.

As our Assistant Manager, you’ll be the go‑to person for guests and staff during your shift. You’ll oversee hotel operations, resolve issues with calm efficiency, and ensure every guest leaves with a smile.

In your new role as Assistant Manager, you will be reporting into our Front Office Manager and be responsible for overseeing the front desk operations and ensuring that our guests receive exceptional service during their stay. You will manage a team of front desk agents and be responsible for training and mentoring them to provide the best possible service.

Some of the things you’ll be doing:

• Coaching, training and developing our night team to ensure a warm and friendly service is consistent for all guests.
• Provide hands‑on support to staff and foster a positive team culture, working alongside the team checking in and out guests when required
• Working closely with the Front Office Leadership team to effectively control front office wage costs and maximising revenue opportunities.
• Proactively managing guest engagement & feedback with warm hospitality and the utmost professionalism.
• Manage emergency situations and act as the senior decision‑maker on duty
• Maintain accurate reports and handovers between shifts
• Monitoring the safety and security of our colleagues, guests, visitors and hotel property
• Openly communicate with the team ensuring regular team briefings to share key information and handovers between the reception and night audit teams.

What we’re looking for:

• Previous experience as a Hotel Assistant Manager in a 200+ Hotel with multiple outlets
• A hands on and approachable management style
• Previous experience with preferably OPERA CLOUD, MICROS, PurchasePlus, TustYou and Ready Workforce desirable
• A calm, confident presence under pressure, with excellent communication skills
• A passion for hospitality and delivering exceptional guest service
• Ability to assist guests with concerns, understanding of TrustYou and responding to comments desirable
• The ability to ability to motivate, train and lead a diverse and guest focused team.
• Loyalty sign ups and driving initiatives, proven ability to upsell and positively influence and lead others to do so too
• Excellent communication skills & a high standard of grooming & presentation
• Hold a current RSA, First Aid Certificate & CPR
• The ability & flexibility to work across a 7 day working environment including week-ends and public holidays.
• Must hold valid Work Rights for Australia

• FOC car parking, uniforms and staff meals provided
• Generous ACCOR Perks including discounted accommodation and restaurants
• A world of on-going training and career development opportunities for you with Accor
• Supportive leadership and a collaborative team environment
• A dynamic workplace where your ideas and initiative are valued

Please note:All applicants must have suitable Australian work rights to work a rotating full-time roster.