Assistant Manager (Front Office)

NOVOTEL; Perth; On-site; AUD 55,000 - 75,000; Full time

Job summary

NOVOTEL Perth is seeking a Front Office Leader to oversee day-to-day operations and ensure guest satisfaction in a fast-paced hotel environment. You will supervise frontline colleagues, support rostering, and maintain a warm, proactive service standard across the lobby and front desk.

The role requires a Diploma in Hospitality or Business Management with at least two years in hotels, solid knowledge of Outlook, Office and Opera, plus RSA certification.

Qualifications

• Diploma in Hospitality or Business Management (preferred).
• Minimum of 2 years of relevant experience in the hotel industry.
• Proficient in Outlook, Microsoft Office and Opera; RSA certificate required.

Responsibilities

• Assist and oversee the day-to-day operations of the Front Office team.
• Supervise and motivate team members to deliver high service levels.
• Handle interactions with guests to ensure positive and productive experiences; address complaints.
• Ensure smooth hotel operations in the absence of General Manager/Senior Managers with high levels of service.
• Manage rostering to maintain suitable and cost-effective staffing levels; rosters require department head approval.
• Assist with check-in/check-out processes and use Front Office systems to generate reports.
• Maintain clean, well-presented public areas and ensure lobby presence during peak times.
• Support health and safety of visitors, guests and staff; respond to emergencies and coordinate accordingly.

Skills

Leadership

Customer service

Communication

Education

Diploma in Hospitality

Diploma in Business Management

Tools

Microsoft Outlook

Microsoft Office

Opera

Job description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

Duties

• Assist and oversee the day-to-day operations of the Front Office team
• Supervise and monitor team members with true leadership ability that motivates the entire team.
• Take initiative to ensure all interactions with our guests are positive and productive.
• Ensure the smooth and efficient running of the Hotel's operation in absence of the General Manager/Senior Managers with a high level of customer service provided at all times.
• Actively resolve complaints and challenges presented by guests/customers.
• Apply decisions to reach a win-win situation on behalf of the Hotel and the guest/customer.
• Apply knowledge and empowerment to resolve an issue that may result in adequate compensation to the guest/customer.
• Effective use of the Front Office system to meet operational needs and produce accurate reports.
• Entertain guests providing positive interaction should the occasion arise.
• Ensure public areas are clean and well presented with regular monitoring.
• Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day.
• Process and assist with check-in and check-out of guests when needed.
• Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times. Rosters to be authorised by appropriate department head.
• Take responsibility for the health and safety of all visitors, guests and team members.
• Respond to and coordinate emergency situations.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.

Qualifications

Knowledge and Experience

• Diploma in Hospitality or Business Management or preferred.
• Minimum of 2years of relevant experience in the hotel industry.
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera.
• Hold a valid Responsible Service of Alcohol certificate.

Additional Information

• Possess the skills and training to actively resolve complaints and challenges presented by customers.
• Flexibility to work a varied roster including mornings, nights, weekends and public holidays.
• Maintain a high level of personal presentation as an ambassador for the hotel
• Understand and navigate complex stakeholder environments
• Strong focus and passion for hotel operations
• Sound understanding of emerging trends in the industry
• Demonstrated ability to coach, mentor, develop and inspire teams
• Confident and articulate communication, negotiation, relationship and networking skills
• Demonstrated business acumen with the ability to make sound decisions and understand commercial implications
• Ability to think strategically and plan on a mid to long term scale
• Strong personal integrity
• Good interpersonal skills with ability to communicate with all levels of team members
• Able to embrace and respond effectively to change
• Role model in Accor values and Heartist culture.

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