Position: Front Office Manager (Full‐time)
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, reflected in our above 4 1⁄2 stars rating on TripAdvisor and Google review.
CNBC has ranked the Best Hotels for Business Travelers 2022 and awarded The Branksome Hotel & Residences the Best Hotel overall for Business Travelers in the whole of Australia, as determined by the market and consumer data firm Statista.
We are looking for an experienced Front Office Manager to join our team. This full‐time position is based in Mascot, NSW.
About the role
The Front Office Manager manages all aspects of the department—including operations, planning, budgeting, staffing and payroll—in accordance with hotel policies and procedures. The Manager leads and supports Front Office staff and implements The Branksome Hotel & Residences' standards of excellence in all areas supervised.
* Manage and monitor activities of all Front Office employees; ensuring adherence to standards, guidelines, and hotel policies.
* Recruit, coach and train Front Office staff.
* Maintain a professional and high‐quality, service‐oriented environment at all times.
* Act as manager on duty for the hotel; handling complaints, 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, special requests and repeat guests.
* Check accommodations; ensure any special requests are carried out.
* Greet guests upon arrival and escort them to accommodations as appropriate.
* Handle rostering and payroll of the department.
* Manage operating expenses and purchasing for the department.
* Set the Front Office budget, monitor profit & loss, and manage cash handling throughout the year.
* Supervise the upsell program at the Front Office and work with the Yield Management team to maximise revenue.
* Collaborate with the Revenue and Reservations Department to manage bookings and yield efficiently.
* Respond to reviews on all platforms (Tripadvisor, Google Reviews, OTA platforms and the like).
* Work closely with Housekeeping to improve guest services and promote cross‐departmental communication.
* Coordinate daily activities with the hotel management team.
* Hold monthly department meetings to keep staff informed, reinforce standards, and promote a strong team culture.
* Enforce all fire‐life‐safety procedures; remain current with updates and training.
* Ensure staff is fully trained in emergency procedures.
* Serve as 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 verbal and written communication skills.
* The ability to foster good relationships 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.
* Flexibility to work a roster that includes weekends and public holidays as required.
* Full work rights in Australia.
If you are ready for this great challenge and keen to advance your career and skills with one of Sydney's luxury hotels, please click 'Apply' now.
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