Front Office Manager

Bayside Geelong Hotel & Apartments; Geelong; On-site; AUD 85,000 - 110,000; Full time

Job summary

Bayside Geelong Hotel & Apartments seeks a Front Office Manager to lead the daily operation of the Front Office and guest service team, ensuring a seamless, personalised guest experience from arrival to departure. The role oversees Guest Service Agents to deliver courteous, accurate service and secure overnight procedures.

You will promote teamwork, manage rostering and payroll, monitor guest feedback and complaints, and implement training programs to close skills gaps.

Qualifications

• Must have experience leading front office or guest service teams.
• Strong focus on delivering outstanding guest service.
• Familiarity with payroll and rostering processes.
• Ability to design and deliver training programs.

Responsibilities

• Promote prompt, courteous and efficient service to all guests.
• Gather feedback, monitor service quality and resolve complaints.
• Ensure smooth check-in/out and accurate data collection.
• Greet VIP guests and groups and delegate for coverage when needed.
• Rostering Guest Service Agents and monitoring hours vs payroll costs.
• Identify skill gaps and implement training using the Training Matrix.

Skills

Front office leadership

Guest service excellence

Team rostering

Training and development

Cash handling + POS

Job description

The Front Office Manager leads the day-to-day operation of the Front Office and guest service team, delivering a seamless, personalised guest experience from arrival through to departure. The role has direct oversight of the Guest Service Agents ensuring courteous and efficient service, accurate guest and financial records, and a smooth, secure overnight operation.

Key responsibilities

Promote and provide prompt, efficient and courteous service to all guests at all times

Gather guest feedback to monitor customer service provided by team members, reviewing and managing guest complaints to ensure they are resolved to the guest's satisfaction

Responsible for ensuring all hotel guests are greeted, checked in/out promptly and courteously and that check-in/out and data collection procedures are strictly adhered to

Meet and greet VIP guests and groups when on shift, and ensure there is a delegate to do the same when not on shift

Promote teamwork and staff development by delegating duties appropriately and following up

Responsible for rostering Guest Service Agents, review hours worked against rostered hours and actual payroll costs to evaluate wages against service levels

Identify gaps in skills and knowledge of the Front Office team; develop and implement training programs to close these gaps utilising the Training Matrix, with particular focus on competency

Check cashiers in and out at each shift change, verifying banks, floats and takings balance to Property Management System and Point of Sale reports

Maintain and control the master key system, including issue, return, audit and reconciliation of all key holders

About you

Recruit suitably qualified and professional staff as required, ensuring recruitment, selection and onboarding practices comply with hotel policies and procedures and equal employment opportunity requirements

Responsible for managing the performance of individual team members and for the timely, effective implementation of performance reviews and the development program as per policy and procedure

Responsible for effective communication of policies and procedures, and follow up on performance improvement action plans regularly as the need arises

Demonstrate an ongoing commitment to personal development

About us

Bayside Geelong Hotel & Apartments offers 110 well-appointed accommodations, ranging from hotel rooms and studio apartments to fully self-contained one and two-bedroom apartments. Guests can enjoy a variety of amenities, including multiple meeting and event spaces, a fitness centre, pool and sauna, all just minutes from Geelong's CBD. At Bayside Geelong, we aim to provide a personalised and professional experience that keeps our guests coming back, whether they are here for business or leisure. With a diverse array of options to suit every taste and budget, we offer the perfect stay for everyone. Our mission is to deliver a positive and rewarding experience for our guests, employees, and associates in every interaction with our businesses.