EMPRJA PTY LTD trading as Coral Sea Marina Resort – Airlie Beach QLD
As the Front Office Manager, you will be responsible for overseeing the daily operations of our front office team, ensuring an exceptional standard of service for all guests. You will act as a key support to the General Manager – Hotel, taking charge of guest relations, team leadership, reporting, and administrative functions.
About the Role
As the Front Office Manager, you will be responsible for overseeing the daily operations of our front office team, ensuring an exceptional standard of service for all guests. You will act as a key support to the General Manager – Hotel, taking charge of guest relations, team leadership, reporting, and administrative functions.
Key Responsibilities
* Ensure all team members deliver a welcoming, professional, and informative reception experience.
* Provide internal briefings regarding returning guests, VIPs, and guest issues as required.
* Address guest complaints and concerns professionally, resolving issues effectively in the absence of the General Manager – Hotel.
* Supervise and assist with front office operations including face-to-face service, phone enquiries, emails, and check-in/out procedures.
* Assist with reservations, night audit, and tour agent enquiries.
* Maintain strong knowledge of the Whitsunday region to confidently assist guests with recommendations.
* Work closely with the Reservations & Revenue Manager to maximise occupancy and revenue.
* Prepare daily logs and reporting for management, along with any ad hoc reporting.
* Manage labour costs and prepare staff rosters in line with business demands.
* Mentor and train team members, ensuring capability, professional behaviour, and alignment with company standards.
* Uphold HR processes including performance reviews, recruitment, and development planning in partnership with HR.
* Ensure compliance with Workplace Health & Safety procedures and all company policies.
* Always exercise sound judgment and protect the interests of the company.
About You
* Previous experience in a supervisory or leadership role within a Front Office or hotel environment.
* Proficiency in hotel or property management software. Opera Cloud highly regarded
* Confident, articulate communicator with strong guest-facing skills.
* Proven ability to identify and resolve issues proactively.
* Strong leadership skills with the ability to motivate, support, and guide a team.
* Professional and well-presented, maintaining a high standard of personal grooming.
* Positive, enthusiastic, and able to work autonomously with a solutions-focused mindset.
* The ability to work a variety of shifts, including early mornings, afternoons, overnights, weekends, and public holidays, as required.
Qualifications
* Certification and/or tertiary qualifications in Hospitality Management (preferred).
Only shortlisted candidates will be contacted.
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