Front Office Manager

About Novotel Surfers Paradise…

Novotel Surfers Paradise is located in the heart of Surfers Paradise, with excellent shopping, entertainment & nightlife areas all close by. The hotel features 408 well-appointed rooms, along with a variety of dining options including: The Restaurant, Blvd Cafe and Bar, pool bar and in-room dining.  We offer a relaxed, family friendly environment. For those wanting to unwind we offer a heated outdoor swimming pool, tennis courts, basketball & netball court, BBQ area, gym and kids’ corner. For our conferencing & events guests we have 6 modern function rooms available, accommodating up to 500 delegates.

#BELIMITLESS #workyourwaywith Accor #weareheartists

About the Role…

As our Front Office Manager, you’ll be the heart and soul of our guest’s experience. From check-in to check-out, you’ll be the ultimate guest experience champion, ensuring every detail runs like clockwork. You’ll lead an incredible team, coordinate smooth operations, and make sure that every guest leaves with a smile.

In this role, one thing is certain, no two days will be the same, but you will mostly be:

• Leading, Coaching and Supporting the Front Office Team: foster a high-performing team culture to deliver exceptional guest service
• Overseeing the Guest Journey: ensure a seamless and personalised experience throughout the guest’s stay, from arrival to departure, including room assignments, in-stay requests, and check-out
• Create a warm, welcoming atmosphere that ensures every guest receives prompt, professional and personalised service
• Plan daily staffing, assign work and ensure the Front Office is appropriately resourced at all times
• Handling Guest Enquiries, Complaints and Requests: resolve issues promptly with a proactive and positive approach, including responding to online guest reviews
• Maintaining Operational Standards: ensure all systems and procedures are in place for smooth day-to-day operations
• Maximise revenue through upselling and effective rate strategy at the front desk
• Training: onboarding and developing the Front Office team members to uphold service excellence
• Overseeing Rosters and Resource Allocation: optimise staffing levels to meet business needs efficiently
• Collaborating with Housekeeping, Maintenance & Other Departments: ensure timely communication and resolution of guest needs
• Preparing & Managing Reports: compile and analyse daily, weekly and monthly reports to support operational decision-making
• Stakeholder Management: build and maintain strong relationships with internal and external stakeholders, ensuring alignment and effective communication across teams
• Perform Assistant Manager shifts/duties as required

What We Are Looking For:

• Previous experience in a Front Office Managerial position
• Opera Cloud experience (preferred)
• Knowledge of P&L’s and departmental budgets
• https://careers.accor.com/global/en/job/front-office-manager-in-novotel-surfers-paradise-surfers-paradise-australi-jid-80375