Guest Experience & Front Office Leader

Crest Hotel Group; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Crest Hotel Group in St Kilda is seeking a Hotel Office & Guest Services Manager to lead the front office and guest services team, supervise reception and night staff, and oversee related hotel office functions from booking to departure.

This hands-on hospitality leader will ensure accurate, efficient and friendly service with strong attention to detail and solid knowledge of hotel office and financial procedures.

Qualifications

• Diploma or higher qualification, or at least three years of relevant experience.
• At least 1 year of work experience in a related role.
• Strong knowledge of hotel front office operations, reservations, guest management.
• Excellent communication, leadership and conflict resolution skills, with the ability to manage guest complaints professionally.
• Strong attention to detail and organisational skills, with the ability to manage competing

Responsibilities

• Supervise reception, guest services and night audit team, allocating duties to match arrivals and occupancy.
• Prepare and maintain staff rosters, attendance and leave records for 24-hour reception.
• Induct and train staff in check-in/check-out, reservations, payment and night audit procedures.
• Manage the hotel office, including reservations administration, bookings, room allocation and events.
• Prepare daily occupancy, revenue and guest activity reports for management decision making.
• Coordinate with Housekeeping, Maintenance, Food & Beverage and events teams on guest and function needs.
• Handle escalated guest enquiries, complaints and billing disputes and apply policies.
• Explain and enforce WHS, security and emergency procedures for front office and guest services.
• Review front office procedures and service standards and recommend improvements.
• Resolve workplace concerns raised by team members, escalating to the General Manager when needed.

Job description

Crest Hotel Group in St Kilda is seeking a Hotel Office & Guest Services Manager to lead the front office and guest services team, supervise reception and night staff, and oversee related hotel office functions from booking to departure.

This hands-on hospitality leader will ensure accurate, efficient and friendly service with strong attention to detail and solid knowledge of hotel office and financial procedures.