Front Office Manager - Mercure Perth on Hay

MERCURE; Perth; On-site; AUD 90,000 - 110,000; Full time

Job summary

Mercure Perth on Hay is seeking a Front Office Manager to lead the front desk team, delivering peak moments for guests while maintaining operational excellence in a bustling Perth CBD hotel. The role reports to the General Manager and requires strong guest-service focus, mature leadership, and a willingness to extend responsibilities beyond the traditional FOM duties.

You will oversee guest satisfaction, team development, and performance reporting, with shifts across a 7-day roster including

Qualifications

• Relevant experience in the hotel industry.
• Previous AM experience (2+ years) ready for the next step in FO career.
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera Cloud.
• Guest-obsessed focus with ability to adapt in a fast-paced environment.
• Ability to navigate change and provide quick-thinking solutions.
• Leadership qualities with clear communication across departments.
• Clear and confident written and verbal communication.
• Availability to work across a 7-day roster including overnight shifts as needed.
• Hold a valid RSAC, Approved Manager and First Aid or willingness to obtain prior to starting.

Responsibilities

• Lead the Front Office Team to deliver peak moments to our guests.
• Create welcoming places and memorable experiences for guests and the team.
• Provide excellent customer service and resolve guest issues promptly and professionally.
• Empower the team to go the extra mile for guests.
• Coach and mentor Guest Service Agents and Assistant Manager to grow careers.
• Monitor and report on key performance metrics to identify improvement areas.
• Develop and implement front office policies and procedures.
• Collaborate with the General Manager on projects, reports and initiatives.
• Take on duties outside the traditional FOM role to grow your skill set.

Skills

Hotel experience

Assistant Manager readiness

Customer service orientation

Communication skills

Team leadership

Change adaptability

7-day roster availability

Overnight shifts

Responsible Service of Alcohol

Approved Manager

First Aid

Tools

Opera Cloud

Microsoft Office

Microsoft Outlook

Job description

Front Office Manager - Mercure Perth on Hay

• Full-time
• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time

Mercure Perth on Hay is a 127 room full service property located near the beautiful Swan River in the heart of Perth CBD. With refurbishments now completed, multiple conference spaces and a sweeping indoor/outdoor F&B dining space, this Hotel offers an opportunity to surprise & delight our guests.

Who are We:

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. 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.

Be part of the excitement of the Accor family, with limitless career opportunities and incredible benefits.

This is a great opportunity for a strong Assistant Manager to take the next step in their career.

As our next Front Office Manager reporting directly to the General Manager, you will:

• Lead the Front Office Team to deliver peak moments to our guests
• Create welcoming places and memorable experiences not only for our guests but also for your team
• Provide excellent customer service and resolve guest issues in a timely and professional manner
• Empower our team to always go the extra mile for our guests
• Coach and mentor Guest Service Agents and Assistant Manager to grow their careers
• Monitor and report on key performance metrics to identify areas for improvement
• Participate in the development and implementation of front office policies and procedures
• Work closely with the General Manager on projects, reports and initiatives in the hotel and with the whole hotel team
• Take on duties outside of the traditional FOM role to grow your skill set and be the right hand to the General Manager.

Your Skills and experience include:

• Relevant experience in the hotel industry.
• Previous AM experience (2+ years) ready for the next step in your FO career
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera Cloud.
• Guest obsessed focus with the ability to flex in a fast paced and ever-changing environment
• Ability to navigate through change and provide quick thinking solutions should problems arise
• Leadership qualities, with the ability to extend yourself to assisting your colleagues where needed, maintaining high levels of communication with other departments.
• Clear and confident communication skills – both written and verbal
• Availability to work across a 7-day roster including overnight shifts if needed.
• Hold a valid Responsible Service of Alcohol certificate, Approved Manager and valid First Aid or willingness to obtain prior to starting

What’s in it for you

• An opportunity to Work Your Way, Learn Your Way and experience Benefits Your Way at Accor
• Career mobility opportunities within our International Hotel Group
• Global perks in hotels and Accor partners
• Fun, supportive, and collaborative working environment

Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Please note, you will require full working rights in Australia to be eligible for this position.