Front Office Team Lead - Guest Experience & Operations

Stamford Grand Adelaide; Adelaide; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Discounted meals and non-alcoholic BeV

Provided meals during allocated shifts

Dry-cleaning allowance

Career growth opportunities

Job summary

Stamford Grand Adelaide, part of Stamford Hotels and Resorts, invites applications for an Assistant Front Office Manager to lead daily Front Office operations with a focus on delivering exceptional guest experiences. Reporting to the Front Office Manager, you will guide the team, uphold standards and drive service excellence across shifts in a premium hotel setting.

The role requires strong communication, leadership and problem-solving skills, with flexibility to work mornings, evenings,

Qualifications

• A qualification in Hospitality Management (desirable).
• Current RSA, First Aid Certification and a current driver's license (desirable).
• Experience as a Fire Warden and First Aid Officer (desirable).
• Experience with hotel booking systems - preferably Opera (desirable).
• Excellent communication skills (both written & verbal).
• Excellent problem-solving skills.
• Strong leadership skills with the ability to motivate employees to deliver a high standard of service.
• Commitment with flexibility to work mornings, evenings, weekends and public holidays.
• Have legal requirements to live and work unrestricted in Australia.

Responsibilities

• Manage Front Office operations to deliver seamless guest interactions in line with standard procedures and service excellence.
• Implement and drive successful service strategies that align with the department KPI's & goals.
• Oversee and audit the standards and operations of the reservations department.
• Ensure web site booking process is maintained up-to-date and functional.
• Manage effective rostering that aligns with wage budgets and staff competencies to uphold daily operations.
• Embed and improve a guest-first culture and support and coach to constantly uplift team capability and accountabilities.
• Schedule team training, track performance management, onboarding and recruitment activities in conjunction with Human Resource.
• Control and manage daily hotel inventory, as well as monitoring room availability and upselling initiatives.
• Ensure operational data, guest stays and entitlements are accurate and correctly actioned in systems.
• Administration and reporting, including delivering key information to relevant departments regarding special events and group movements.
• Managing escalations and complaints effectively, ensuring customer experience is not jeopardised.
• Manage concierge duties.
• Manage emergency situations and give first response to medical situations.
• Undertake regular security inspections of the hotel premises.
• Actively drive in depth handover meetings, where issues are handed over to the next shift to ensure continuity of service and a resolve.
• Manage staff rosters, tardiness, absences, leave accruals and professionally manage team underperformance.

Skills

Communication skills

Leadership

Problem solving

Flexibility

Education

Hospitality Management

Tools

Opera

Job description

Stamford Grand Adelaide, part of Stamford Hotels and Resorts, invites applications for an Assistant Front Office Manager to lead daily Front Office operations with a focus on delivering exceptional guest experiences. Reporting to the Front Office Manager, you will guide the team, uphold standards and drive service excellence across shifts in a premium hotel setting.

The role requires strong communication, leadership and problem-solving skills, with flexibility to work mornings, evenings,