Front Office Manager- Crown Metropol & Promenade Hotels

Crown Resorts; Perth; On-site; AUD 110,000 - 140,000; Full time

Job summary

Crown Resorts is seeking a Front Office Manager to lead operations across Crown Metropol and Crown Promenade Perth, driving exceptional guest experiences and a high-performance team. You will shape service standards, staff development and collaboration across departments to deliver world-class experiences for our guests.

You will manage rostering, recruitment and performance, while contributing to budgeting, revenue initiatives and operational excellence in a luxury hotel environment.

Qualifications

• Extensive Front Office leadership experience in a luxury hotel setting.
• Proven ability to lead and develop large, diverse teams.
• Demonstrated excellence in guest service and relationship management.
• Strong verbal and written communication skills.
• Excellent organisational, negotiation and influencing abilities.
• Experience with change management, strategy development and business planning.

Responsibilities

• Oversee Front Office operations across Crown Metropol and Crown Promenade Perth, ensuring service standards align with Crown’s brand.
• Coach and develop Front Office team to achieve high performance and guest satisfaction.
• Manage rostering, recruitment and performance management to maximise efficiency.
• Develop and implement customer service and retention strategies and handle guest feedback.
• Collaborate with other departments and external partners to deliver seamless experiences.
• Contribute to business planning, budgeting and revenue-generating initiatives.

Skills

Front Office leadership

Guest service excellence

Team development

Communication skills

Organisational skills

Change management

Strategy development

Business planning

Education

Diploma of Hospitality Management

Tools

OPERA PMS

Microsoft Office

Job description

Better begins here

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

Crown Metropol Perth is a luxury 5-star hotel featuring 397 guest rooms and suites, world-class restaurants and bars, conference facilities, a business centre, and signature resort-style pools. Crown Promenade Perth is a contemporary 4½-star hotel with 291 guest rooms, conference facilities, a business centre, a well-equipped gymnasium, and an outdoor swimming pool.

The role

As the Front Office Manager, you will lead the Front Office operations across both Crown Metropol and Crown Promenade Perth, ensuring the highest standards of service and guest satisfaction are consistently achieved. This role is responsible for managing and developing a large, diverse team, fostering a positive and inclusive workplace culture, and building strong relationships across multiple departments. You will play a key part in driving operational excellence, supporting business objectives, and collaborating with Crown’s Senior Management to achieve both short-and long-term goals.

Key Responsibilities

• Oversee daily Front Office operations, ensuring product quality and service standards are met in line with Crown’s brand and values
• Lead, coach, and develop the Front Office team, promoting a culture of accountability, continuous improvement, and exceptional guest service
• Manage departmental resources, including rostering, recruitment, and performance management, to maximise efficiency and maintain service delivery
• Develop and implement customer service and retention strategies, handle guest feedback and complaints, and ensure VIP and repeat guests receive personalised attention
• Collaborate with other hotel departments and external partners to deliver seamless guest experiences and operational outcomes
• Contribute to business planning, budgeting, and the implementation of revenue-generating initiatives

About you

You’ll bring the following:

• Extensive Front Office experience within a luxury hotel environment
• Demonstrated leadership skills, with the ability to train, motivate, and develop a high-performing team
• Proven ability to deliver and enhance customer service for both internal and external guests
• Excellent verbal and written communication skills
• Strong organisational, negotiation, and influencing abilities
• Experience in change management, strategy development, and business planning
• Proficiency in Microsoft Office and OPERA PMS
• Exceptional grooming and professional presentation standards

Additional information

To be successful in this role, you will ideally have:

• A Diploma of Hospitality Management or equivalent experience in progressively demanding hotel roles is preferred

This is a rare opportunity to join Crown Perth’s leadership team and make a significant impact across two of Perth’s premier hotels. If you are passionate about hospitality, operational excellence, and leading high-performing teams, we encourage you to apply.

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.