Front Office Duty Manager

66YKJ; Melbourne; On-site; AUD 80,000 - 120,000; Full time

Benefits offered by this job

Staff discounts

Career development

Employee assistance

Job summary

AC Hotels in Melbourne, part of Marriott International, seeks a Front Office Manager to lead daily operations, supervise Front Desk staff, and ensure exceptional guest service.

The role includes guest check-in/out, handling enquiries and complaints, and building guest relations to support revenue goals. OPERA experience preferred; Australian working rights required; full-time on-site.

Qualifications

• Experience with OPERA property management system or similar is required.
• Relevant experience in a similar managerial role.
• Working rights in Australia required.

Responsibilities

• Manage day-to-day operations and ensure quality standards.
• Assist guests with check-in and check-out procedures.
• Handle enquiries and resolve complaints to ensure guest satisfaction.
• Supervise Front Desk staffing and align with financial goals.
• Maintain relationships with guests to foster repeat bookings.
• Oversee policy adherence and staff training in the Front Office.

Skills

OPERA PMS

Guest service leadership

Education

High School Diploma or GED

2-year Hospitality/Business degree

Job description

Additional Information
Job Number26133746
Job CategoryRooms & Guest Services Operations
Location201 Normanby Road, Southbank, Melbourne Victo 3006, AustraliaVIEW ON MAP
ScheduleFull Time
Located Remotely?N
Position Type Management

Position Summary

• Manage day-to-day operations and ensure the quality and standards of the hotel are met
• Assist guests arriving and departing the hotel through the check in and departure process
• Handle general enquiries whilst engaging and inspiring guests with each guest experience
• Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties
• Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met focusing on attention to detail
• Be an expert on the hotel and the surrounding area, know it inside and out to exceed guest expectations - showcasing your inner creativity
• Build and strengthen relationships with existing and new customers to enable future bookings
• Understand the impact of the department’s operations on the overall property financial goals and objectives and manage to achieve or exceed goals.

About You

• Experience with OPERA property management system or similar
• Relevant experience in a similar managerial role
• Working rights in Australia
• Enthusiastic to elevate your career
• Self-motivated, driven and energized in a fast-paced environment
• Armed with smart solutions and a can-do attitude

Education and Experience

• High school diploma or GED; 2 years' experience in the guest services, front desk, or related professional area. OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

Our Benefits

• Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
• Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
• Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
• Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
• Opportunity to receive Employee Referral Incentives and get paid for working with your friend
• Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

AC Hotel is part of Marriott International's Select Stays portfolio, which has committed to putting people first for 90+ years.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At AC Hotels, we believe attention to detail is the greatest form of generosity we can offer. Whether it’s the artful pour of a drink or the sleek, edited environment, AC Hotels and our family members believe that if we have time to make it, we have time to make it beautiful. Our guests recognize and appreciate the precise design of AC Hotels and the detail-oriented nature of our family members.

If you are looking for true hospitality, AC Hotels offers the perfect environment. Family members express a global mindset and passion for detail. They present a natural curiosity to learn and try new things.

Whether staying current with trends in art, technology, or design, family members are eager to share with guests and others.

Family members look to delight others and always ask themselves how they can improve the service experience. If this sounds like you, we invite you to explore career opportunities with AC Hotels. In joining AC Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.