Luxury Front Office Leader — Dual-Hotel Operations

Crown Resorts Limited; Perth; On-site; AUD 90,000 - 130,000; Full time

Job summary

Crown Resorts Limited in Western Australia seeks a Front Office Manager to lead operations across Crown Metropol & Crown Promenade Perth, delivering exceptional guest service and upholding Crown's brand. You will manage a large team, oversee rostering, recruitment, coaching, and performance, and collaborate with other departments to drive guest satisfaction, revenue initiatives, and operational excellence.

Diploma in Hospitality preferred; strong leadership, communication, and OPERA PMS

Qualifications

• Extensive Front Office experience within a luxury hotel environment.
• Proven leadership skills to train, motivate, and develop a high-performing team.
• Excellent verbal and written communication and guest service focus.
• Experience in change management and business planning.

Responsibilities

• Oversee daily Front Office operations, ensuring product quality and service standards are met in line with Crown’s brand and values.
• Lead, coach, and develop the Front Office team, promoting a culture of accountability, continuous improvement, and exceptional guest service.
• Manage departmental resources, including rostering, recruitment, and performance management, to maximise efficiency and maintain service delivery.
• Develop and implement customer service and retention strategies, handle guest feedback and complaints, and ensure VIP and repeat guests receive personalised attention.
• Collaborate with other hotel departments and external partners to deliver seamless guest experiences and operational outcomes.
• Contribute to business planning, budgeting, and the implementation of revenue-generating initiatives.

Skills

Leadership

Customer service

Communication

Organisational skills

Negotiation

Change management

Strategy development

Business planning

OPERA PMS

Microsoft Office

Education

Diploma of Hospitality Management

Tools

Microsoft Office Suite

OPERA PMS

Job description

Crown Resorts Limited in Western Australia seeks a Front Office Manager to lead operations across Crown Metropol & Crown Promenade Perth, delivering exceptional guest service and upholding Crown's brand. You will manage a large team, oversee rostering, recruitment, coaching, and performance, and collaborate with other departments to drive guest satisfaction, revenue initiatives, and operational excellence.

Diploma in Hospitality preferred; strong leadership, communication, and OPERA PMS