Front Office Manager

The Branksome Hotel & Residences (TBHR), situated within walking distance of Mascot Station and the Domestic airport, provides luxury serviced apartments for short or long stay guests. At the TBHR we pride ourselves on professionalism and high levels of service. This is reflected in our above 4 ½ stars rating in TripAdvisor and Google review.

CNBC has ranked the Best Hotels for Business Travelers 2022 and has awarded The Branksome Hotel & Residences with the Best Hotel overall for Business Travelers in whole of Australia. This rating was conducted through the market and consumer data firm Statista.

We are currently looking for an experienced Front Office Manager to join the team. This is a full-time position based in Mascot, NSW.

About the role:

The Front Office Manager manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces The Branksome Hotel and Residences’ standards of excellence in all areas supervised.

• Manage and monitor activities of all employees in the Front Office department; making sure they adhere to the standards and guidelines, and hotel policies and procedures.

• Recruitment, coaching, and training of Front Office staff.

• Maintain a professional and high-quality service oriented environment at all times.

• Act as manager on duty for the hotel; dealing with complaints and disturbances, problem solving, special requests from guests, and any other issues that may arise.

• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.

• Check accommodations, making sure any special requests are carried out accordingly.

• Greet guests upon arrival and ensure escort to accommodations if appropriate.

• Undertake full responsibility for rostering and payroll of the department.

• Undertake full responsibility for managing operating expenses and purchasing for the department

• Set Front Office budget, monitor profit & loss and cash handling throughout the year.

• Supervise up sell program at the Front Office and work as part of the Yield Management team to maximise revenue for the hotel.

• Work closely with Revenue and Reservations Department to ensure bookings and yield are efficiently managed.

• Responds to reviews on all platforms Tripadvisor, Google Reviews, OTA platforms and the likes.

• Work closely with the housekeeping department to improve guest services and foster cross departmental communication.

• Coordinate daily activities with hotel management team on a daily basis.

• Hold monthly department meetings; keeping staff informed of all activities in the hotel, reinforcing standards and promoting a strong team atmosphere and culture.

• Be aware and enforce all fire-life-safety procedures. Remain current in all updates in relation to new procedures and training.

• Ensure staff is fully trained in emergency procedures.

• The Front Office Manager role is a member of the hotel’s emergency response team.

We are looking for someone with:

• Extensive experience in a similar role in a hotel environment

• Demonstrated leadership skills, and the ability to recruit, train, motivate and develop staff members

• Conflict resolution and problem-solving skills

• Excellent communication skills both verbal and written

• The ability to foster good relationship with guests and exceed satisfaction levels

• Exceptional grooming and presentation standards

• Good understanding of Work, Health, and Safety procedures

• Proficiency in Microsoft Office Suite, OPERA CLOUD and SIITEMINDER

• The ability to work a flexible roster including weekends and public holidays as required.

• Full work rights in Australia

If you are up for this great challenge and keen to advance your career and skills with one of Sydney’s luxury hotels, then please click on ‘Apply’ now.