Front Office Manager- Crown Metropol & Promenade Hotels

Crown Resorts Limited; Perth; On-site; AUD 90,000 - 130,000; Full time

Job summary

Crown Resorts Limited in Western Australia seeks a Front Office Manager to lead operations across Crown Metropol & Crown Promenade Perth, delivering exceptional guest service and upholding Crown's brand. You will manage a large team, oversee rostering, recruitment, coaching, and performance, and collaborate with other departments to drive guest satisfaction, revenue initiatives, and operational excellence.

Diploma in Hospitality preferred; strong leadership, communication, and OPERA PMS

Qualifications

• Extensive Front Office experience within a luxury hotel environment.
• Proven leadership skills to train, motivate, and develop a high-performing team.
• Excellent verbal and written communication and guest service focus.
• Experience in change management and business planning.

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.

Skills

Leadership

Customer service

Communication

Organisational skills

Negotiation

Change management

Strategy development

Business planning

OPERA PMS

Microsoft Office

Education

Diploma of Hospitality Management

Tools

Microsoft Office Suite

OPERA PMS

Job description

Front Office Manager – Crown Metropol & Crown Promenade Perth

As theFront 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.

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 joyful experiences for our guests and our people.

Our Talent Community is a place to stay connected with life at Crown Resorts. Register for access to curated career content and stay in the know on what’s happening at Crown.

We’ll be in touch from time to time to share updates on events, new restaurant launches and popups, behind the scenes content, insider news, team stories, career tips and more. Stay connected as you explore career possibilities.

You can expect better exposure, opportunities, experiences, and learning. It’s a place where you can create joy for the people who visit us, the cities we live in and the teams we work with.

Supported by your leader, you can enjoy a better balance in your lifestyle and feel a better you.