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Job Brief Position: Front Office Manager Location: Flinders Ln, Melbourne VIC 3000 Job type: Full Time, 38 hours/week Salary range: AUD 76,515 to 88,000 About Pro-Invest Group Pro-Invest Hotel Operati...

Job Brief Position: Front Office Manager

Location: Flinders Ln, Melbourne VIC 3000

Job type: Full Time, 38 hours/week

Salary range: AUD 76,515 to 88,000

About Pro-Invest Group Pro-Invest Hotel Operating Melb Flinders Pty Ltd (employed by associated entity Pro-invest Hotel Operating). Pro-invest Group is a global asset management and investment firm specialising in real estate, with an extensive track record of both delivering new-build hotels and repositioning existing hotels across Australia and New Zealand. As a leading hotel developer, we are a trusted partner to some of the world's most recognised hotel brands, including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel.

Core Values

Trust - Trust is the prerequisite for our success. We uphold the trust of and provide peace of mind for everyone we serve by being consistently reliable and delivering on our promises.
Transparency - transparency is critical to building trust. We are therefore upfront and open in our actions and communications. As an organisation, we are visible and direct in our intent and interactions. As individuals we are honest and accountable.
Integrity - We conduct ourselves and our business ethically. We are unwavering in our principles and we will always choose to do what's right - not what is easy.
Commitment - We are tenacious and passionate. We take pride in our commitment to professionalism, innovation and sustainability, and orientate strategic business decisions based on these commitments.

Front Office Manager Role As Front Office Manager, (FOM) you will manage the Front Office operation by leading, motivating and developing the team. The role will be improving hotel customer service scores by driving standards and training. The Front Office Manager will ensure there is a positive culture in the team and throughout the hotel. This role will have close working relationships with all department heads, particularly in the rooms division; Housekeeping and Maintenance. You will support in establishing quality and guest service standards, and drive hotel revenue and profit goals. You will adhere to the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements and will implement policies, procedures and provide support on hotel operating systems.

Responsibilities Operational

Monitors the colleagues of the operations to ensure guests receive prompt, attentive and Indigo branded service and individual recognition
Ensures all teams are familiar with IHG One Rewards members, known repeat guests and other VIPs and provide special attention and recognition
Coordinates exchange of information between departments within the Rooms Division and directs exchange of information with other departments
Consults with Department Heads and Hotel Manager on an ongoing basis to improve business conduct
Assumes overall responsibility for maintaining presentation standards to ensure all guest facing and back of house areas are clean, in good repair and well maintained
Schedules and regularly conducts routine inspections of areas under control and ensure brand defining aspects are in place
Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information
Ensures emergency procedures are practiced and enforced to provide for the security and safety of guests and employees
Monitors applicable laws and regulations, including Health and Safety, and ensures compliance
Establishes and maintains a prominent level of visibility and involvement in the property and business, social and local communities as required
Establishes and maintains effective employee relations and promotes an environment for equal opportunities
In the absence of the Hotel Manager, assumes responsibilities as appropriate. Keeps Hotel Manager informed of any unforeseen events, which may occur in his/her absence
Supervises the overall activities of Front Office and concierge agreement services, works closely with outsourced Housekeeping.

Financial Returns

Controls and analyses, on an on-going basis, Front Office costs to ensure performance against budget
Participates in the preparation of the hotel's Strategic Plan, Marketing Plans and Goals Programme
Participants in Revenue, Marketing and Sales meetings and provides insights and implements strategies back into the operation
Promotes and coordinates programs and up selling programs to increase occupancy, ADR and RevPar.
Understands how to maximise PMS & IHG Programs for revenue generation
Process all payment methods in accordance with accounting procedures and policies. Follow property control audit standards and cash handling procedures (e.g., blind drops).
Check all accounts with balances, ensuring rates are correct and vouchers are attached, before forwarding to finance.
Ensure correct charges are processed for all miscellaneous expense such as room upgrades, guest extensions, laundry, telephone and mini bar - complete random checks daily.
Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds.
Ensuring internal audit compliance is understood and executed.
Ensure cash security procedures are adhered to, including following the hotel Cash Float Policy
Understand forecast and business needs and strategies.
Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.

People

Assist the Hotel Manager in directing day-to-day staffing requirements, plan and assign work, and assist in the establishment of performance and development goals for team members.
Ensure team size is appropriate to manage for operations appropriately, without exceeding the wage budget
Ensure all staff are present and ready to commence work, including the correct uniform, grooming, equipment, and tools, at their rostered start time.
Adhere to brand standards for presentation, grooming and punctuality.
Provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance. As well as follow the Pro-invest Hotels Group Review cycle to ensure front line colleagues received regular formal feedback.
Recognize high potential colleagues and assists in their development plan and ambition.
Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations.
Ensure staff have the tools, training, and equipment to carry out job duties.
Ensure staff are kept up to date with IHG benefits and recognised for their contributions, utilising the Pro-invest Hotels Groups Reward and Recognition program
Promote teamwork and quality service through regular and daily communication and coordination with other departments.
Assist the HM in recommending or initiating disciplinary, or other staffing/ People & Culture-related actions in accordance with hotel or company rules and policies
Assists in planning for future staffing needs, including conducting recruitment tasks.
Deliver and/or attend required training sessions and ensure that any pre and post course work is completed by the due date.
Ensure all staff are conducting consistent and detailed shift handovers with oncoming shift where required
Develop and maintain cohesive working relationships within immediate team, and wider hotel team
Attend and participate in daily hotel briefings, meetings and training sessions as scheduled
Facilitate daily rooms division briefings with housekeeping and maintenance departments

Guest Experience

Ensure front of house colleagues provide guests with prompt service, professional attention, and personal recognition.
Ensure all team members have completed True Hospitality skills training and other IHG Mandatory on-line learning.
Ensure guests are greeted upon arrival and make time to interact effectively with guests.
Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
Responds to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges. Escalating to the HM when necessary. Ensure this is accurately recorded in the hotel log
Use the hotel log to record and communicate guest issues and hand over any other relevant guest information to the oncoming shift.
Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP's and other key guests, or other special guest needs.
Conduct routine inspections of the public areas - taking immediate actions to correct any deficiencies.
Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
Maintain a high level of product and service knowledge in order to explain/ sell services and facilities
Deliver meaningful and informative daily briefings at the start of each shift; ensuring to celebrate hotel wins, share guest feedback . click apply for full job details

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Front Office Manager - (AF240 - BuRa-2413-482nom-2)

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