The Great Southern Hotel Melbourne (GSH-Melbourne) is a busy hotel located in the heart of Melbourne’s CBD, offering 278 rooms. The hotel is in the perfect location for both tourist and business clients alike, within close proximity to Melbourne’s key attractions including Crown Casino, Southern Cross Station, New Quay, Melbourne Exhibition and Convention Centre, Marvel Stadium and more.
We are currently seeking an experienced and well-presented individual to join our team in the full-time position of Front Office Manager.
As our Front Office Manager, you will be responsible for overseeing the front office operations, ensuring exceptional guest service, managing the front office team, and maintaining smooth daily operations. This includes staff supervision, rostering, handling guest feedback, ensuring compliance with hotel policies, and driving guest satisfaction.
About the role:
As our Front Office Manager, your responsibilities will include:
- Managing and supervising the front office team, including rostering, scheduling, and approving timesheets
- Monitoring performance and ensuring KPIs and service standards are met
- Ensuring exceptional guest experience from check-in to check-out
- Handling guest complaints and resolving issues in a professional and timely manner
- Liaising with all hotel departments to ensure smooth operations and high customer satisfaction
- Ensuring front office procedures, policies, and systems are followed
- Overseeing cash handling, billing, and daily reporting
- Ensuring compliance with health, safety, and company standards
About you:
The successful candidate must have:
- Previous experience in a similar Front Office or Hotel Management role
- Excellent communication and interpersonal skills
- A strong commitment to outstanding customer service
- Proven experience dealing with guest complaints and service recovery
- Excellent grooming and presentation standards
- A warm, professional, and approachable personality
- Strong leadership and team management skills
- Excellent time management and organisational skills
- The ability to work under pressure with strong attention to detail
- Knowledge of hotel PMS systems (Opera preferred)
- Applicants must have the legal right to work in Australia
Benefits:
This role offers a great opportunity to grow your hospitality career. In addition, we offer:
- Supportive team environment
- Ongoing training and development
- Competitive salary/hourly wage
- High occupancy and consistent shifts
- Convenient CBD location near Southern Cross Station
- Opportunities to transfer within the group if relocating
