Front Office Manager

The Branksome Hotel & Residences; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Branksome Hotel & Residences in Mascot, NSW, seeks an experienced Front Office Manager to oversee daily operations, budgeting, staffing and payroll. You will lead Front Office staff, maintain high service standards and respond to guest needs and VIP requests with professionalism.

We expect strong leadership, staff development abilities, and a proactive approach to revenue and safety. The role requires flexibility to work a full roster including weekends and holidays, with full work rights in

Qualifications

• Extensive experience in a similar role in a hotel environment.
• Demonstrated leadership skills and ability to recruit, train, motivate and develop staff.
• Conflict resolution and problem-solving skills.
• Excellent communication skills both verbal and written.
• Ability to foster good relationships with guests and exceed satisfaction levels.
• Exceptional grooming and presentation standards.
• Good understanding of Work, Health, and Safety procedures.
• Flexibility to work weekends and public holidays as required.
• Full work rights in Australia.

Responsibilities

• Manage all aspects of the Front Office department including operations, planning, budgeting, staffing and payroll.
• Provide leadership and support to all Front Office staff and uphold standards of excellence.
• Recruit, coach and train Front Office team.
• Maintain a professional, service-oriented environment at all times.
• Act as manager on duty and handle guest complaints and special requests.
• Coordinate daily activities with hotel management and other departments.
• Supervise upsell initiatives and contribute to revenue management.
• Ensure fire-life-safety training and emergency procedures are up to date.

Skills

Leadership

Recruitment

Staff development

Communication

Customer service

Tools

OPERA CLOUD

SITEMINDER

Microsoft Office

Job description

The Branksome Hotel & Residences – Mascot NSW

The Branksome Hotel & Residences (TBHR), situated within walking distance of Mascot Station and the Domestic airport, provides luxury serviced apartments for short or long stay guests. At the TBHR we pride ourselves on professionalism and high levels of service. This is reflected in our above 4 ½ stars rating in TripAdvisorand Google review.

CNBC has ranked the Best Hotels for Business Travelers 2022 and has awarded The Branksome Hotel & Residences with the Best Hotel overall for Business Travelers in whole of Australia. This rating was conducted through the market and consumer data firm Statista.

We are currently looking for an experienced Front Office Manager to join the team. This is a full-time position based in Mascot, NSW.

About the role:

The Front Office Manager manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces The Branksome Hotel and Residences’ standards of excellence in all areas supervised.

Manage and monitor activities of all employees in the Front Office department; making sure they adhere to the standards and guidelines, and hotel policies and procedures.

Recruitment, coaching, and training of Front Office staff.

Maintain a professional and high-quality service oriented environment at all times.

Act as manager on duty for the hotel; dealing with complaints and disturbances, problem solving, special requests from guests, and any other issues that may arise.

Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.

Check accommodations, making sure any special requests are carried out accordingly.

Greet guests upon arrival and ensure escort to accommodations if appropriate.

Undertake full responsibility for rostering and payroll of the department.

Undertake full responsibility for managing operating expenses and purchasing for the department

Set Front Office budget, monitor profit & loss and cash handling throughout the year.

Supervise up sell program at the Front Office and work as part of the Yield Management team to maximise revenue for the hotel.

Work closely with Revenue and Reservations Department to ensure bookings and yield are efficiently managed.

Responds to reviews on all platforms Tripadvisor, Google Reviews, OTA platforms and the likes.

Work closely with the housekeeping department to improve guest services and foster cross departmental communication.

Coordinate daily activities with hotel management team on a daily basis.

Hold monthly department meetings; keeping staff informed of all activities in the hotel, reinforcing standards and promoting a strong team atmosphere and culture.

Be aware and enforce all fire-life-safety procedures. Remain current in all updates in relation to new procedures and training.

Ensure staff is fully trained in emergency procedures.

The Front Office Manager role is a member of the hotel’s emergency response team.

We are looking for someone with:

Extensive experience in a similar role in a hotel environment

Demonstrated leadership skills, and the ability to recruit, train, motivate and develop staff members

Conflict resolution and problem-solving skills

Excellent communication skills both verbal and written

The ability to foster good relationship with guests and exceed satisfaction levels

Exceptional grooming and presentation standards

Good understanding of Work, Health, and Safety procedures

Proficiency in Microsoft Office Suite, OPERA CLOUD and SIITEMINDER

The ability to work a flexible roster including weekends and public holidays as required.

Full work rights in Australia