Front Office Manager - (AF290 - BuRa-2601-482nom-3)

Job Brief:

Position: Front Office Manager

Location: Sydney NSW 2000

Job type: Full Time, 38 hours/week

Salary range: AUD 78000-82000

As the Front Office Manage you will oversee the operational efficiency of all front office areas and the service delivery of those areas of Front Desk and Guest Services Department (Front Desk Agents, Porter, Door person). You will drive the overall engagement and product quality of the operation to maximise performance, profitability and return on investment by creating a positive and productive work environment.

You will ensure superior guest service is delivered and that compliance with quality and brand standards are maintained. You will support in establishing quality, guest service standards, as well as adhere to Kimpton IHG brand standards and True Hospitality Service, alongside the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements.

Our Vision is being leaders in creating experiences and properties that escape the ordinary.

Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community.

We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

• Growing revenue above market


• Maximise assets


• Business transformation

Our Values

• Possibilities: We evolve and innovate


• Team Spirit: We achieve more together


• Empowerment: We make it happen

Key Accountabilities

Duties & Responsibilities:

• Oversees Front Office & Guest Service colleagues while supporting all departments as needed.


• Communicates with the Director of Rooms on all matters affecting guest service and front desk


• Conducts shift briefings and updates all handover material


• Coordinates pre arrival communications with guests to ensure proactive approach towards executing all guest needs and administering ridiculously personal experiences


• Review guest arrival and departures daily; assist with check in/out when needed


• Ensure guests are greeted upon arrival and make time to interact genuinely with guests.


• Responds to guest needs promptly and resolves any guest issues with appropriate follow up


• Ensure staff provide guests with prompt service, professional attention, personal recognition and build on guest relationships in order to anticipate their needs.


• Communicate to appropriate departments all information related to the expected arrival and departure of all groups, VIP’s and other key guests, or other special guest needs.


• Continual communication with housekeeping department to ensure rooms are cleaned in a timely manner; all room status discrepancies and out of order rooms investigated promptly


• Assists the Director of Rooms with responding to guest comments via survey or social


• Completes room inspections for cleanliness and report any maintenance issues as needed


• Ensures the Service behaviours are reflective of the Kimpton Brand and colleagues are delivering a Kimpton Branded experience.


• Promotes inter-hotel sales and in-house facilities.


• Prepare and post associate rosters in compliance with guidelines and business needs of the hotel


• Fully knowledgeable with all hotel emergency procedures - first aid and fire safety procedures.


• Conduct onboarding and on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member


• Oversee the hotel log to record and communicate guest issues and hand over any other relevant guest information to the oncoming shift.


• Conduct routine inspections of the guest areas and public areas - taking immediate actions to correct any deficiencies in maintenance or cleanliness.


• Maintain a high level of product and service knowledge in order to explain/ sell services and facilities


• Maintain a 100% IHG Rewards Club recognition and drive culture on all different guest touch points, with particular emphasis on exceeding IHG Enrolment targets.


• Assist with updating, developing, and training on standard operation procedures (SOP’s)


• Manage, implement and monitor effective stock control procedures


• Ensure inventory balances on each shift and effectively execute hotel oversell plan


• Assist the Director of Rooms in overseeing the night audit functions and overnight staff


• Does everything possible to ensure that guests depart the hotel with a positive experience

People

• Ensure all staff are present and ready to commence work at their rostered start time.


• Adhere to brand standards for presentation, grooming and punctuality.


• Assist the Director of Rooms with recruitment, payroll, and performance review of staff


• Provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance and follow the EVT Connect Hospitality Review cycle to ensure front line colleagues received regular formal feedback.


• Recognise high potential colleagues and assists in their development plan and ambition.


• Ensure staff are kept up to date with IHG benefits and recognised for their contributions, utilising the EVT Connect Hospitality Reward and Recognition program


• Encourage participation in Colleague Heartbeat Survey, share results and put plans in place for continuous improvement.


• Attend and participate in hotel briefings, meetings and training sessions as scheduled • Plan and administer monthly Front Office meetings with the Director of Rooms

Financial Returns

• Use company and IHG systems and processes to maximise revenue.


• Ensuring internal audit compliance is understood and executed.


• Ensure cash procedures are adhered to, including following the hotel Cash Float Policy


• Understand forecast and business needs and strategies.


• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.

Responsible Business

• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.


• Adhere to procedures and guidelines relating to specific occupational health and safety issues


• Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards. When new colleagues join, ensure they have received a thorough induction and conduct refresher training when required


• Attend all work health and safety trainings and comply with all related policies


• Assist in ensuring that training is conducted in line with local and company minimum requirements relating to fire and emergency evacuation procedures, and for the use of fire, emergency and other safety equipment.


• Assist in ensuring the appointment of trained first aid personnel and provision of first aid equipment appropriate to the needs of the work undertaken


• Act as central communications point during emergency/crisis situations; assist in developing and maintaining relationships with local fire, police, and emergency personnel.


• Ensure the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimise the chance of recurrence.


• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts including IHG Foundation.


• Takes action with the Property Management Systems (PMS) in emergency situations.


• Maintain all procedures and adheres to them within the EVT Connect Hospitality guidelines; with particular emphasis on hotel credit policy.


• Demonstrate a sound awareness and understanding of WH&S policies and procedures including the correct use of PPE


• Work with management in the implementation of WH&S related initiatives


• Initiate action to correct a hazardous situation and notify supervisors of potential dangers


• Ensure compliance to all EVT Connect Hospitality security and safety standards. Including cyber/technology security such as password security.


• Clock in / clock out as per correct procedures, on a daily basis.

Skills & Experience

These are the desired skills and experience for this role:

• Be approachable, positive, authentic, and solutions focused


• Have a strong work ethic and a genuine desire to help others


• Be detail oriented and able to effectively multi task


• Champion our culture and live our values


• Excellent end-user of IT applications/systems


• 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


• You make calm, collected decisions – even when under pressure


• Ability to lead in a competitive environment


• Strong leadership skills in managing teams to drive for results


• Ability to manage complex relationships


• Responsible Service of Alcohol Certificate (NSW).


• Required to hold a current First Aid Certificate and provide a copy to the hotel. This certificate must include the following accreditations HLTAID003 - Provide First Aid, HLTAID002 - Basic Emergency Life Support and HLTAID001 - Provide Cardiopulmonary Resuscitation. It is also your responsibility to renew the certificate before it expires.


• You must meet the appropriate legal requirements to work in Australia.

Qualifications

• Diploma in Hotel Management and/or

Behavioural Capabilities

These are the ESSENTIAL or ‘must have’ mindsets and behaviours for this role:

• Guest-Centric Mindset – Passionate about delivering personalised, memorable guest experiences and building genuine relationships.


• Leadership & Team Development – Ability to lead, coach, mentor, and motivate Front Office colleagues to achieve high performance.


• Communication Skills – Communicates clearly and effectively with guests, colleagues, leaders, and external stakeholders.


• Problem Solving & Decision Making – Remains calm under pressure, resolves guest issues, and makes sound operational decisions.


• Collaboration & Relationship Building – Builds strong relationships across departments and works effectively as part of the hotel leadership team.


• Accountability & Ownership – Takes responsibility for operational standards, guest satisfaction, team performance, and business outcomes.


• Adaptability & Flexibility – Responds positively to changing priorities, business needs, and unexpected situations.


• Attention to Detail – Maintains high standards in service delivery, brand compliance, safety, and operational procedures.


• Continuous Improvement Mindset – Looks for opportunities to improve processes, team capability, and guest experiences.


• Commercial Awareness – Understands revenue drivers, budgets, cost controls, and opportunities to maximise hotel performance.


• Brand & Culture Champion – Demonstrates Kimpton values by being authentic, creative, passionate, and delivering heartfelt service.


• Safety & Compliance Focus – Promotes workplace safety, follows regulations, and ensures compliance with hotel and brand standards.