Front Office Manager

Located in the city centre, Crowne Plaza Hobart connects its visitors, business or leisure, to the heart of Tasmania. A warm welcome to Tasmania’s capital, our contemporary hotel offers well thought out spaces to connect and recharge with modern rooms designed to ensure our guests rest and relax while making the most of their stay. Crowne Plaza Hobart offers 241 guest rooms and has a range of spaces from ballrooms to the boardroom, a 24-hour business centre, and is only moments away from Salamanca Place and Constitution Dock.

What is the job?

As Front Office Manager (Full Time), you will lead our Front Office Team to deliver an exceptional guest experience every day while overseeing operations of the Front Desk, Concierge and Club Lounge space.

Your day to day

• Supervise and coordinate the activities of the Front Office Team.
• Be the primary contact for guests and ensure all guest enquiries and issues are managed promptly.
• Ensure all Front Office employees are trained in processes and systems to be able to perform their job to a high standard.
• Ensure VIPs, loyalty members, Club Lounge members and repeat guests receive appropriate recognition and personal attention.
• Implementing quality service standards while delivering a unique guest experience.
• Create a positive and productive work environment for all team members.

Financial

• Monitor labour costs and control departmental expenses in line with budget.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
• Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the Front Desk.

Guest Experience

• Provide guests with information to enhance their experience and stay (example: loyalty programs, area attractions, restaurants/bars, facility information). 
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests. 
• Support marketing efforts to upsell guests on hotel services, offerings, and amenities.

Responsible Business

• Work closely with key business leaders on any matters that impact the organisation and operations.
• Comply with and champion work health and safety in the workplace.
• Act as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

What we need from you

• Bachelor’s degree or higher education qualification equivalent in Hotel Administration, Business / Management or similar is desirable.
• Minimum 2 years of demonstrated hotel experience as a Front Office Manager.
• Solid understanding of Front Office systems, procedures and financial controls. Opera PMS knowledge is highly regarded.
• A genuine passion for delivering exceptional guest experiences
• Excellent written and verbal communication skills.
• Good understanding of hotel systems and revenue management principles.
• Be already based in Hobart or in the process of relocating. 

What you can expect from us

We give our people everything they need to succeed. Join our extraordinary world and experience a place where you can be yourself, share your ideas, support your personal growth and wellbeing, and be a valued member of an inspirational team. You’ll be rewarded for your hard work with a range of benefits that supports you throughout your IHG career journey:

• Free staff meal on shift.
• Discounted food and beverage in core Restaurant and The Deck.
• Full uniform provided, laundered in-house.
• Paid birthday leave in addition to your annual leave.
• Some of the best employee discounts across our IHG Hotels for accommodation, food and beverage!   
• Popular hotel perks and discounts on the retail platform.
• Supportive, high performing team, offering plenty of mentoring & coaching opportunities to develop your skills.
• You have the opportunity to fast track your career with a growing global company.

Our way is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work.  So, join us and you will become part of our ever-growing global family.
 

Please submit a current resume and attach a tailored cover letter outlining why you are the ideal candidate for this role and how your skills align with our hotel's standards and expectations.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.