Front Office Team Leader

Holiday Inn Express; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Permanent positions

Staff discounts for in-house food, bev

Discounted staff parking

Industry leading training and personal

Equal opportunities culture

Job summary

Sage Hotel Ringwood is seeking a Senior Manager on shift to ensure smooth front desk operations and exceptional guest experiences within our Ringwood property. You and your team will deliver memorable service throughout the guest stay and uphold operational standards across shifts.

You will lead the front desk team, coordinate with departments, coach colleagues, and optimise guest satisfaction while maintaining compliance and safety procedures.

Qualifications

• Minimum 2 years’ experience in a supervisory role within a hotel.
• Professional verbal and written communication skills and attention to detail.
• Impeccable grooming and presentation, with the ability to multi-task under pressure.

Responsibilities

• Assist the Front Office Manager in all aspects of running the front desk and supporting the team.
• Warmly welcome guests on arrival and ensure seamless check-in/check-out.
• Oversee hotel operations in the absence of Senior Management.
• Resolve guest concerns confidently and professionally.
• Ensure staff are trained and developed for growth opportunities.
• Accommodate guests' requests, upsell rooms and related services.
• Maintain an updated log on every shift and manage room checks.
• Act as Chief Fire Warden and First Aid Officer when needed.

Skills

Guest service excellence

Team leadership

Communication skills

Shift management

Problem solving

Upselling

Education

RSA Qualification

Tools

Hotel PMS

Job description

Sage Hotel Ringwood, 120 modern, contemporary rooms span five floors atop the Eastland in Ringwood. Enjoy the convenience of having the shopping centre at your doorstep and the comfort and hospitality that Sage offers including free Wi-Fi, co-working spaces, gym, conferencing spaces, restaurant (90 seats) and bar (55 seats) , in-room dining and function spaces for 1 boardroom up to 14 pax and a conference space up to 200 pax.

To be part of our team you need to be;

Passionate - for delivering outstanding experience to our customers with enthusiasm

Flexible - to work on a rotating roster across a variety of shifts

Reliable -be responsible for your own actions

Honest & fair – show integrity

Respectful – to colleagues & customers

Resourceful - able to work unsupervised

As the Senior Manager on shift, you will be responsible for ensuring the smooth running of the front desk and hotel operations. You and your team will provide guests with an experience that exceeds their expectations throughout their stay and one that they will cherish till their next visit!

Position Requirements:

• To assist the Front Office Manager in all aspects of running the front desk and supporting the team
• Warmly welcome guests upon arrival and ensure a seamless check-in/check-out experience is delivered
• Coordinate and oversee the running of the hotel in the absence of Senior Management
• Handle and resolve any guest concerns effectively with confidence and in a professional manner
• Ensure the team is consistently being trained and developed for future growth opportunities
• Accommodate the requests and needs of all guests, make recommendations, upsell rooms and related services.
• Answer all incoming calls promptly and pleasantly and provide appropriate assistance
• Responsible to maintain an updated log on every shift
• Check rooms, making sure any special requests are carried out accordingly
• Be level-headed to handle any emergencies within the hotel, including acting as the Chief Fire Warden and First Aid Officer
• Experience in overnights and rolling the system seen as advantageous
• Build strong positive cross departmental relationships and provide support as required

You will possess:

• The ability to curate memorable experiences for our guests whilst building sincere emotional connections
• Minimum 2 years’ experience in a supervisory role within a hotel
• Professional verbal and written communication skills and an eye for detail
• Impeccable grooming and presentation
• The ability to multi-task, work under pressure and problem solve effectively
• The flexibility to work a 24/7 roster, including public holidays and weekends
• Experience with a hotel property management system
• A current RSA Qualification

In return we offer:

• Permanent positions = job security + accrued annual leave + sick and carers leave
• Significant staff discounts for in house food, beverage and accommodation
• Discounted staff parking
• Industry leading training and mentorship
• Steadfast commitment to equal opportunities and positive staff culture

This is an excellent opportunity to join a company that is growing and a hotel that is looking to redefine service excellence by ensuring the guest experience is at the heart of all we do. We strongly believe in developing our own colleagues and promoting from within, so the opportunities are boundless for those that are passionate and deliver.

We thank all interested parties in advance for their application, however only successful applicants will be contacted.

Pro-invest Hotels is an equal opportunities employer with a zero tolerance to any type of behaviours that are contrary to providing a safe, inclusive & respectful environment for all.