Job Brief
Position:
Front Office Manager
Location:
Flinders Ln, Melbourne VIC ****
Job type:
Full Time, 38 hours/week
Salary range:
AUD 76,515 to 88,000
Company Overview
Pro-Invest Hotel Operating Melbourne Flinders Pty Ltd (employed by associated entity Pro-invest Hotel Operating) is part of the Pro-invest Group, a global asset management and investment firm specialising in real-estate. The group has a track record of delivering new-build hotels and repositioning existing hotels across Australia and New Zealand, partnering with renowned brands such as Holiday Inn Express, voco, Hotel Indigo, Kimpton and Sebel.
Core Values
Trust – We uphold the trust of and provide peace of mind for everyone we serve by being consistently reliable and delivering on our promises.
Transparency – We are upfront and open in our actions and communications, being honest and accountable.
Integrity – We conduct ourselves and our business ethically, choosing what's right not what is easy.
Commitment – We are tenacious and passionate, taking pride in professionalism, innovation and sustainability, and orientating strategic business decisions based on these commitments.
Brand Story
Welcome to Indigo, a storytelling brand that captures the true spirit of neighbourhoods. Our hotels inspire guests to explore and create new stories, fostering meaningful connections with diverse people, places and cultures.
Service Pillars
Celebrate Individuality
– Embracing diversity and uniqueness in guests and staff alike.
Discover our neighbourhood
– Using local knowledge and relationships to ignite curiosity in guests.
Neighbourhood connection
– Fostering a culture of local discovery and story sharing inside and outside the hotel.
Role Overview
As Front Office Manager (FOM) you will manage the Front Office operation by leading, motivating and developing the team. The role will improve hotel customer service scores by driving standards and training, ensuring a positive culture throughout the hotel. You will work closely with all department heads, particularly the rooms division, housekeeping and maintenance. You will support quality and guest service standards, drive hotel revenue and profit goals, and implement policies, procedures and operating system support while adhering to local government regulations concerning hotel emergency procedures, safety and other regulatory requirements.
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 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 ensures brand defining aspects are in place.
Conducts comprehensive monthly departmental meetings to review procedures and events which warrant special handling and detailed information.
Ensures emergency procedures are practiced and enforced 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 and keeps Hotel Manager informed of any unforeseen events.
Supervises the overall activities of Front Office and concierge agreement services, working closely with outsourced housekeeping.
Financial Returns
Controls and analyses Front Office costs on an ongoing basis to ensure performance against budget.
Participates in the preparation of the hotel's strategic plan, marketing plans and goals programme.
Participates in revenue, marketing and sales meetings, providing insights and implementing strategies back into the operation.
Promotes and coordinates upselling programs to increase occupancy, ADR and RevPar.
Understands how to maximise PMS & IHG programs for revenue generation.
Processes all payment methods in accordance with accounting procedures and policies.
Ensures correct charges are processed for all miscellaneous expenses such as room upgrades, guest extensions, laundry, telephone and minibar, completing random checks daily.
Ensures company procedures are followed and relevant documentation is completed for no-shows, early departures and requests for refunds.
Ensures internal audit compliance is understood and executed.
Ensures cash security procedures are adhered to, including following the hotel cash float policy.
Understands forecast and business needs and strategies.
Maintains procedures for security of monies, credit and financial transactions, guest security, and inventory control.
People
Assists the Hotel Manager in directing day-to-day staffing requirements, planning and assigning work, and establishing performance and development goals for team members.
Ensures team size is appropriate to manage operations without exceeding the wage budget.
Ensures all staff are present and ready to commence work, including correct uniform, grooming, equipment and tools.
Adheres to brand standards for presentation, grooming and punctuality.
Provides mentoring, coaching and regular constructive feedback to manage conflict and enhance team member performance.
Recognizes high-potential colleagues and assists in their development plans and ambitions.
Educates and trains team members in compliance with brand standards, service behaviours and governmental regulations.
Ensures staff have the tools, training and equipment to carry out job duties.
Ensures staff are kept up to date with IHG benefits and recognised for contributions through the Pro-invest Hotels Group Reward and Recognition program.
Promotes teamwork and quality service through regular and daily communication and coordination with other departments.
Assists the Hotel Manager in recommending or initiating disciplinary or other staffing actions in accordance with hotel or company rules and policies.
Assists in planning for future staffing needs, including recruitment tasks.
Delivers and attends required training sessions, ensuring pre- and post-course work is completed by the due date.
Ensures all staff conduct detailed shift handovers with the oncoming shift where required.
Develops and maintains cohesive working relationships within the immediate team and the wider hotel team.
Attends and participates in daily hotel briefings, meetings and training sessions as scheduled.
Facilitates daily rooms division briefings with housekeeping and maintenance departments.
Guest Experience
Ensures front-of-house colleagues provide guests with prompt service, professional attention and personal recognition.
Ensures all team members have completed True Hospitality skills training and other IHG mandatory online learning.
Ensures guests are greeted upon arrival and interact effectively with guests.
Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
Responds appropriately to guest complaints, soliciting feedback and building relationships that drive continuous improvements in guest satisfaction.
Responds to guest needs and resolves related problems within an appropriate timeframe; escalates to the Hotel Manager when necessary.
Uses the hotel log to record and communicate guest issues and hand over relevant information to the oncoming shift.
Builds and maintains positive relationships with all internal customers and guests to anticipate their needs.
Communicates to appropriate departments all pertinent information related to expected arrival and departure of VIPs and other key guests.
Conducts routine inspections of public areas, taking immediate action to correct deficiencies.
Ensures guest satisfaction data is analysed and plans are developed and implemented to achieve established goals.
Maintains a high level of product and service knowledge to explain and sell services and facilities.
Delivers meaningful and informative daily briefings at the start of each shift, celebrating hotel wins and sharing guest feedback and metrics.
Maintains 100% IHG One Rewards programme recognition and drives culture on all guest touch points, exceeding enrolment targets.
Ensures reservation requests are entered into the PMS and inventory balances are maintained.
Does everything possible to ensure guests depart with a positive impression of hotel service.
Is present during peak periods, including acting as Manager on Duty when required.
Responsible Business
Ensures the hotel is compliant with all relevant IHG brand safety standards.
Works with the Hotel Manager to ensure green engage data is relevant and performance meets target expectations.
Adheres to procedures and guidelines related to occupational health and safety issues within the hotel.
Evaluates staff performance with reference to occupational health and safety responsibilities and performance standards.
Assists in ensuring supervision of health and safety aspects of work undertaken by staff.
Assists in ensuring that training is conducted in line with local and company commitments to fire and emergency evacuation procedures.
Acts as a central communications point during emergencies/crises, assisting in developing relationships with local emergency personnel.
Facilitates reporting and investigation of injuries and illnesses from workplace activities, recommending and implementing corrective actions to prevent recurrence.
Develops awareness and reputation of the hotel and brand in the local community, promoting team member involvement in community outreach efforts such as IHG Foundation.
Takes action with PMS in emergency situations.
Maintains all procedures and adheres to them within the Pro-invest Hotels Group guidelines, emphasising hotel credit policy.
Works in conjunction with management in implementing WH&S related initiatives.
Conversant with the Emergency Response Team, preparing emergency procedures upon advice from relevant authorities.
Demonstrates sound awareness of crisis management, HACCP and OH&S policies and procedures.
Champions identification and reporting of hazards, evaluation of risks, and design and implementation of hazard and control measures.
Maintains property security and adheres to company policy concerning the Trade Practices Act, gifts & bribery and data privacy regulations.
Accountability
Direct Reports
Duty Managers
Night Manager
Front Desk Hosts
Concierge / Valets
Reports to
Hotel Manager
Key Metrics
Hotel salaries & wages per shift
Hotel KPIs
Brand-required measurable metrics
Performance development review
Colleague engagement survey
Required Skills & Experience
Ability to communicate effectively with colleagues, guests and external parties in spoken and written form.
A high energy level and a passion for achieving superior results.
Calm, collected decision making under pressure.
Leadership in a competitive environment.
Proven management experience driving results.
Previous experience as Front Office Manager.
Pre-opening experience would be advantageous.
Ability to drive brand standards and brand experience into the department and team.
Ability to manage change, implement initiatives and challenge the status quo.
Ability to manage complex relationships.
Full Driver's Licence (or provisional licence) and ability to drive manual and automatic vehicle where applicable.
Current First Aid Certificate (HLTAID003, HLTAID002, HLTAID001) and responsible for renewal.
Meeting appropriate legal requirements to work in Australia.
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