Front Office Manager

Novotel; Newcastle City Council; On-site; AUD 70,000 - 95,000; Full time

Job summary

Novotel Newcastle Beach, located in the East End of Newcastle, is seeking a proactive Front Office leader to head the Front Office team. You will ensure warm guest interactions, oversee check-in/out processes, and drive guest satisfaction.

The role requires 2+ years as an Assistant Manager in a hotel, strong people management, and flexibility to work varied shifts including weekends and holidays.

Qualifications

• Proven experience leading a front office or hotel operations team.
• Strong communication and interpersonal skills with guests and staff.
• Ability to manage rosters, guest inquiries, and complaints proactively.

Responsibilities

• Lead the Front Office team to deliver premium guest experiences.
• Greet, assist, and resolve guest inquiries promptly and professionally.
• Manage rosters to ensure coverage and financial targets.
• Coordinate with housekeeping and maintenance for room readiness.
• Foster relationships with repeat guests, VIPs, and corporate clients.
• Monitor reservations, check-ins, check-outs, and guest preferences.
• Utilize hotel management software and troubleshoot issues as needed.

Skills

People management

Guest service leadership

Communication skills

Shift flexibility

Hotel operations knowledge

Job description

Work in a beachside location - morning walks anyone?

Novotel Newcastle Beach situated in the iconic East End of Newcastle, a short walk to Newcastle Beach and five minutes from the city.
Novotel Newcastle Beach is an Accor hotel, who are far more than a worldwide leader. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Company Description

Work in a beachside location - morning walks anyone?

Novotel Newcastle Beach situated in the iconic East End of Newcastle, a short walk to Newcastle Beach and five minutes from the city.
Novotel Newcastle Beach is an Accor hotel, who are far more than a worldwide leader. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

We are seeking a self-motivated, passionate about delivering exceptional guest experiences leader, with a strong understanding of hotel operations to lead the Front Office team at the Novotel Newcastle Beach.

• Fostera positive and structured work environment within the department, which encourages the successful operation of the business.
• Greet and assist guests in a warm, courteous, and professional manner.
• Handle guest complaints and inquiries promptly, striving to resolve issues to ensure guest satisfaction.
• Effectively manage the team roster to ensure coverage aligns with operational needs and financial targets.
• Maintain a deep understanding of the local area to provide guests with information about attractions, restaurants, and services.
• Establish and maintain positive relationships with repeat guests, VIPs, and corporate clients.
• Implement strategies to enhance guest loyalty and satisfaction, contributing to positive online reviews and ratings.
• Oversee the front desk team's daily operations, including check-in, check-out, and guest registration processes.
• Monitor room availability, reservations, and room assignments to maximize occupancy and revenue.
• Coordinate with housekeeping and maintenance departments to ensure timely room readiness.
• Recruit, train & develop Front Office staff, conducting performance reviews and fostering team growth.
• Proficiently use hotel management software and technology to manage reservations, check-ins, and guest preferences.
• Have prior experience with hotel property management systems is key as well as comfortable with troubleshoot and resolving technical issues.
• Act as a key contact for emergency situations, following established protocols to ensure guest safety and well-being.

Qualifications

To be successful in this role you will have:

• Minimum 2+ years experience at an Assistant Manager within a Hotel environment
• Exceptional people management skills, with the ability to lead and motivate a diverse team
• Excellent written and verbal communication skills
• A passion for delivering exceptional, pro-active customer service.
• Availability to work a variety of shifts, including weekends and public holidays if required.

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent