Hotel Office & Guest Services Manager

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 operates under the Beverley Crest Hotel Business Trust, an established Victorian hospitality business based in St Kilda. The group operates the Crest on Barkly Hotel, offering hotel rooms and serviced apartments, the Mr Hide Bar & Grill, the Saint Evie café/bar, conference and event spaces, a secure undercover car park and guest laundry facilities. The hotel welcomes domestic and international leisure, corporate and event guests every day of the year and is known for comfortable, accessible accommodation and attentive, consistent guest service in one of Melbourne's busiest visitor

Position Overview

The Hotel Office & Guest Services Manager leads the hotel's front office and guest services team and manages the hotel office functions that sit behind every guest stay. The role supervises reception, guest services and night staff, sets rosters and work priorities, and makes sure every guest receives accurate, efficient and friendly service from booking to departure. This role suits a hands-on hospitality leader with strong attention to detail and a sound understanding of hotel office and financial procedures.

Key tasks and responsibilities

• Supervise and coordinate the reception, guest services and night audit team, allocating daily duties and setting work priorities to match arrivals, departures and occupancy levels.
• Prepare and maintain staff rosters, attendance and leave records for the front office and guest services team, ensuring 24-hour reception coverage.
• Induct and train front office and guest services staff in check-in and check-out, reservations, payment and night audit procedures, and provide ongoing coaching and performance feedback.
• Manage the hotel office, including reservations administration, booking amendments and cancellations, room allocation, special requests and group or event bookings.
• Prepare daily occupancy, revenue and guest activity reports for record keeping and management decision making. Coordinate with Housekeeping and Maintenance on room status, room readiness and guest maintenance requests, and with Food & Beverage and events teams on guest and function requirements.
• Handle escalated guest enquiries, complaints and billing disputes, applying the hotel's booking, refund and cancellation policies and resolving issues professionally.
• Explain and enforce workplace health and safety, security and emergency procedures for the front office and guest services team, including after-hours incident reporting.
• Review front office procedures and service standards and recommend improvements to service, accuracy and efficiency.
• Resolve workplace concerns raised by team members, escalating to the General Manager where needed.

Qualifications and Experience

• 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
• Sound knowledge of workplace health and safety, security and hospitality compliance requirements