Luxury Front Office Manager - Lead Guest Experience

Crown Resorts; Perth; On-site; AUD 110,000 - 140,000; Full time

Job summary

Crown Resorts is seeking a Front Office Manager to lead operations across Crown Metropol and Crown Promenade Perth, driving exceptional guest experiences and a high-performance team. You will shape service standards, staff development and collaboration across departments to deliver world-class experiences for our guests.

You will manage rostering, recruitment and performance, while contributing to budgeting, revenue initiatives and operational excellence in a luxury hotel environment.

Qualifications

• Extensive Front Office leadership experience in a luxury hotel setting.
• Proven ability to lead and develop large, diverse teams.
• Demonstrated excellence in guest service and relationship management.
• Strong verbal and written communication skills.
• Excellent organisational, negotiation and influencing abilities.
• Experience with change management, strategy development and business planning.

Responsibilities

• Oversee Front Office operations across Crown Metropol and Crown Promenade Perth, ensuring service standards align with Crown’s brand.
• Coach and develop Front Office team to achieve high performance and guest satisfaction.
• Manage rostering, recruitment and performance management to maximise efficiency.
• Develop and implement customer service and retention strategies and handle guest feedback.
• Collaborate with other departments and external partners to deliver seamless experiences.
• Contribute to business planning, budgeting and revenue-generating initiatives.

Skills

Front Office leadership

Guest service excellence

Team development

Communication skills

Organisational skills

Change management

Strategy development

Business planning

Education

Diploma of Hospitality Management

Tools

OPERA PMS

Microsoft Office

Job description

Crown Resorts is seeking a Front Office Manager to lead operations across Crown Metropol and Crown Promenade Perth, driving exceptional guest experiences and a high-performance team. You will shape service standards, staff development and collaboration across departments to deliver world-class experiences for our guests.

You will manage rostering, recruitment and performance, while contributing to budgeting, revenue initiatives and operational excellence in a luxury hotel environment.