Front Office Manager

Job description

Company Description

At Accor we believe that there is a place for everyone in the same way that our brands cater to all of our guests. That’s why we offer the greatest career opportunities, industry training and the chance to work in the most diverse locations in the hotel, resort and hospitality industry.

Who we are…

A sanctuary of style, Hotel Chadstone Melbourne MGallery offers the perfect luxury escape nestled close to the city of Melbourne and on the doorstep of Chadstone - The Fashion Capital. Our unique design marries both exclusivity and comfort allowing guests to feel a sense of home during their stay, whilst transporting them into a world of glamour and style. Five star luxury and opulence creates the perfect setting for our team to create special moments that our guests will remember forever. Join us at Hotel Chadstone Melbourne MGallery, where we create stories that stay.

Job Description

As Front Office Manager, you will be responsible for overseeing the day-to-day operations of the front office and leading a team dedicated to delivering a consistently exceptional guest experience. You’ll be an inspiring leader, responsible for developing and motivating your team, fostering a positive and high-performing work culture, and ensuring that every guest interaction meets the highest luxury standards.

The successful candidate will have a unique opportunity to make their mark and shape the success of this exciting property. This career-defining role provides a chance to develop your professional hospitality career within Australia's largest hotel group, Accor, and offers a pathway to senior operational leadership roles in the future. This is a fantastic opportunity to be part of a prestigious luxury brand where your leadership will shape the guest experience and your team's success. 

Key Responsibilities:

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Lead, mentor, and inspire the front office team to deliver exceptional service and exceed guest expectations.

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Act as a role model for your team, setting a high standard for professionalism, efficiency, and guest interaction.

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Oversee the guest check-in and check-out process, ensuring each interaction is efficient, warm, and tailored to the individual guest’s needs.

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Anticipate and exceed guest expectations, personalising their experience through attention to detail and an understanding of their preferences.

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Provide ongoing coaching and feedback to team members, supporting their growth and career development.

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Handle any guest concerns or complaints with empathy, professionalism, and a solution-focused approach.

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Work closely with other departments to ensure seamless communication and efficient operation across the hotel.

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Implement training programs that equip your team with the skills and knowledge needed to exceed guest expectations.

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Develop and implement service standards that ensure personalised experiences and contribute to guest loyalty.

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Maintain a strong focus on building relationships with returning guests and VIPs, ensuring they feel valued and recognised at every interaction.

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Monitor front office operations and departmental performance, ensuring smooth operations and efficient resource management.

·  Be flexible and willing to work mornings, evenings and overnights (if necessary) across the 7 days to ensure service standards expected are being achieved.

Qualifications

·  Previous experience in a front office or guest services leadership role within a luxury hotel environment.
·  Strong leadership abilities with a focus on people management, team development, and performance coaching.
·  Excellent communication and interpersonal skills, with the ability to engage and inspire your team.
·  An energetic, team-focused and can-do attitude
·  Strong organisational and time-management skills, with the ability to handle multiple priorities.
·  A natural ability to build and maintain internal and external client relationships
·  Enthusiasm to connect with guests and to hear their story
·  Experience with Opera Cloud PMS is highly regarded

Additional Information

What’s in it for you

·  Great benefits - worldwide accommodation and food & beverage discounts from you first day, Chadstone shopping centre discounts, free nights’ accommodation on your anniversary with Accor, Employee Assistance Program, discounted health insurance
·  Live in Melbourne's South-East? Work close to home and avoid the CBD
·  Endless learning & career development opportunities with Australia's largest hospitality group – Accor
·  Industry-leading training and development opportunities with Accor Academy
·  Be part of a dynamic hotel environment with a supportive and fun team

Apply now to begin your journey with Hotel Chadstone Melbourne MGallery, we look forward to receiving your application.