Front Office Manager (Fulltime) - Holiday Inn West Perth

IHG; Perth; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid Birthday Leave

Enhanced Parental Leave Benefits

Flexible Work Options

Proactive Health and Wellbeing Days

Ongoing Learning and Development

Job summary

Holiday Inn West Perth is seeking an experienced Front Office Manager to lead our front desk team and deliver outstanding guest experiences in a fast-paced hotel environment. You will coach staff, manage operations, uphold IHG brand standards, and drive occupancy and revenue through upselling while ensuring safety and compliance.

This is a hands-on leadership role requiring a customer-first mindset and strong communication.

Qualifications

• Minimum 3 years' experience in hotel guest services.
• At least 2 years' experience in a supervisory or management position within hospitality.
• Degree in Hospitality, Business, or a related discipline (preferred).
• Strong leadership, coaching, and team development skills.
• Excellent communication and interpersonal skills with a guest-first mindset.
• Strong operational, organisational, and problem-solving abilities.
• Experience managing service standards, guest relations, and revenue opportunities.

Responsibilities

• Lead daily front office operations and managing staffing requirements to ensure seamless service delivery.
• Coaching, mentoring, and developing team members to drive engagement and performance.
• Maintaining compliance with hotel policies, brand standards, operational procedures, and legislative requirements.
• Conducting training on SOPs, systems, service excellence, safety procedures, and IHG standards.
• Managing guest feedback and resolving concerns professionally to ensure exceptional guest satisfaction.
• Delivering a high standard of IHG One Rewards programme execution and guest recognition.
• Supporting labour management, budgeting, forecasting, and financial reporting activities.
• Overseeing night audit processes and ensuring billing accuracy and compliance.
• Driving occupancy and revenue growth through effective upselling and conversion of walk-in business.
• Supporting workplace safety initiatives & emergency procedures
• Maintaining compliance with all OH&S requirements and IHG brand standards.

Skills

Leadership

Coaching

Team development

Communication

Guest-first mindset

Problem-solving

Organisational skills

Revenue opportunities

Staffing management

Education

Bachelor's degree in Hospitality or Business

Job description

Create Memorable First Impressions with Holiday Inn West Perth

Are you passionate about delivering exceptional guest experiences, developing high-performing teams, and leading front office operations in a dynamic hotel environment? Join the team at Holiday Inn West Perth, where genuine hospitality, service excellence, and career development come together.

This is an exciting opportunity for an experienced hospitality professional to take the next step in your career as our Front Office Manager, supporting the day-to-day leadership of the Front Office team while helping create unforgettable guest experiences from arrival to departure.

About us

Holiday Inn West Perth is part of IHG Hotels & Resorts, one of the world's leading hotel companies. Conveniently located on the doorstep of Perth's CBD, we are committed to providing genuine hospitality and delivering memorable stays for every guest.

Our Front Office team is at the heart of the guest journey, creating welcoming arrivals, seamless departures, and personalised service experiences that keep guests coming back.

Your Day-to-Day

As Front Office Manager, you will oversee all front office operations. You will lead by example, inspire your team, and ensure every guest receives outstanding service aligned with IHG brand standards.

Key responsibilities include:

• Leading daily front office operations and managing staffing requirements to ensure seamless service delivery.
• Coaching, mentoring, and developing team members to drive engagement and performance.
• Maintaining compliance with hotel policies, brand standards, operational procedures, and legislative requirements.
• Conducting training on SOPs, systems, service excellence, safety procedures, and IHG standards.
• Managing guest feedback and resolving concerns professionally to ensure exceptional guest satisfaction.
• Delivering a high standard of IHG One Rewards programme execution and guest recognition.
• Supporting labour management, budgeting, forecasting, and financial reporting activities.
• Overseeing night audit processes and ensuring billing accuracy and compliance.
• Driving occupancy and revenue growth through effective upselling and conversion of walk-in business.
• Supporting workplace safety initiatives & emergency procedures
• Maintaining compliance with all OH&S requirements and IHG brand standards.

What We're Looking For

We are seeking a motivated and experienced hospitality leader who thrives in a fast-paced environment and is passionate about developing people while delivering outstanding guest experiences.

To be successful in this role, you will have:

• A minimum of 3 years' experience in hotel guest services.
• At least 2 years' experience in a supervisory or management position within hospitality.
• A Degree in Hospitality, Business, or a related discipline (preferred).
• Strong leadership, coaching, and team development skills.
• Excellent communication and interpersonal skills with a guest-first mindset.
• Strong operational, organisational, and problem-solving abilities.
• Experience managing service standards, guest relations, and revenue opportunities.

You will also:

• Hold a valid WA Manual Driver's Licence.
• Hold an Approved Manager certification.
• Possess current RSA and Food Handling certificates.
• Provide a current National Police Clearance issued within the last six months.
• Have unrestricted Australian working rights (this position is not suitable for student visa holders).
• Be available to work a rotating roster including nights, weekends, and public holidays.
• Additional language skills will be highly regarded.

What We Offer

At IHG, we believe our people are our greatest strength. When you join our team, you will become part of a culture that values authenticity, career growth, wellbeing, and inclusion.

In return for your passion and commitment, you'll enjoy:

• Paid Birthday Leave
• Enhanced Parental Leave Benefits
• Flexible Work Options
• Proactive Health and Wellbeing Days
• Ongoing Learning and Development Opportunities
• IHG Career Milestone Celebrations
• Transfer of Entitlements Across Participating IHG Hotels
• Discounted Accommodation Worldwide
• Food and Beverage Discounts
• Access to IHG's Retail Discount Platform
• Career Progression Opportunities within a Global Hospitality Company