Hotel Indigo Melbourne on Flinders is seeking a Front Office Manager (FOM) to lead and oversee the daily operations of our Front Office team. This position is perfect for a motivated individual with strong leadership skills, a passion for guest service, and a keen eye for operational excellence. As Front Office Manager, you will be responsible for ensuring that guests receive the highest standard of service, while managing the performance of the front office team, fostering a positive team culture, and contributing to the hotel’s financial success.
You will work closely with various departments, especially Housekeeping and Maintenance, to ensure smooth operations and an exceptional guest experience. You’ll play a critical role in driving customer satisfaction, improving operational efficiencies, and achieving revenue goals.
Lead, motivate, and develop the Front Office team to ensure consistent, high-quality service delivery. Foster a positive, customer-focused culture within the team and across the hotel.
Oversee the daily operations of the front office, ensuring that service standards are maintained, and all areas are clean, well-maintained, and presentable. Lead routine inspections and manage guest-facing areas to ensure brand standards are met.
Ensure that guests receive prompt, professional, and personalized service. Address guest concerns promptly, manage complaint resolution, and ensure a smooth guest experience from check-in to check-out.
Work closely with Housekeeping, Maintenance, and other departments to ensure smooth communication and coordinated operations. Share relevant guest information and ensure that requests and issues are promptly addressed.
Assist in controlling and analyzing Front Office costs, ensuring performance is in line with budget expectations. Collaborate in revenue management strategies, including upselling programs, to maximize occupancy and revenue.
If joining during the pre-opening phase, assist with organizing the Front Office operations and onboarding new staff. Develop job descriptions, training materials, and operational workflows to ensure a smooth launch.
Provide ongoing coaching, training, and performance feedback. Identify high-potential team members and assist in their professional development. Ensure all team members adhere to IHG brand standards and safety regulations.
Ensure all operations are in line with IHG brand safety standards and local government regulations. Monitor health and safety compliance, and ensure staff are trained on emergency procedures and safety protocols.
Participate in preparing the hotel’s revenue and marketing strategies. Ensure that all payment processing, cash handling, and billing procedures are followed accurately and in accordance with hotel policies.
Oversee the recognition of IHG One Rewards members and VIP guests, ensuring they receive special attention and care. Drive loyalty program engagement and ensure that guest preferences and feedback are consistently recorded and acted upon.
In the event of an emergency, act as a key point of contact for emergency procedures and ensure team members are trained on safety protocols. Maintain strong relationships with local emergency personnel and be prepared for any crisis situations.
Previous experience in a front office or hotel management role, preferably in a leadership position.
Strong leadership and people management skills, with the ability to motivate and develop a diverse team.
Excellent verbal and written communication skills, with the ability to interact effectively with guests and colleagues at all levels.
Ability to handle guest concerns and complaints with tact and diplomacy, while ensuring the best possible resolution.
Exceptional time management and organizational skills with the ability to prioritize tasks effectively.
Knowledge of revenue management practices and the ability to work with teams to maximize hotel performance.
In-depth knowledge of local health, safety, and hospitality regulations.
We invest in our people. You’ll have opportunities for professional growth and the chance to further develop your skills in a dynamic, supportive environment.
We offer a competitive salary and benefits, as well as the chance to be part of a fun and inclusive team culture.
Join one of IHG's leading brands in the heart of Melbourne, where no two days are the same and every guest experience matters.
If you're a passionate and driven individual with experience in hotel operations and a commitment to providing exceptional guest service, we invite you to apply for this exciting opportunity.
Hotel Indigo Melbourne on Flinders is an equal-opportunity employer. We value diversity and strive to create an inclusive environment for all employees.
Thank you
Thank you
This website uses cookies.
We use cookies to personalise content such as job recommendations, and to analyse our traffic. You consent to our cookies if you click "I Accept". If you click on "I Do Not Accept", then we will not use cookies but you may have a deteriorated user experience. You can change your settings by clicking on the Settings link on the top right of the device.