Front Office Manager

Company Description

Darwin is a city unlike anywhere else in Australia. Stunning harbour sunsets, world class markets, a thriving food and bar scene, and a gateway to some of the country's most extraordinary landscapes including Kakadu, Litchfield and the Tiwi Islands.

It's a place where lifestyle and career can genuinely coexist, and for the right person, it's a sea change worth making. At the heart of it all, Novotel, Mercure and ibis Darwin Airport Resorts are in the middle of an exciting transformation. Airport Development Group has invested $25 million to create a world class destination, with major upgrades across accommodation, dining and events, all set within newly landscaped tropical gardens that capture the spirit of the Top End.

As part of the global Accor network with over 5,700 hotels across 110 countries, we are guided by a clear purpose: pioneering the art of responsible hospitality, connecting cultures with heartfelt care.

Here, you don't just work in hospitality. You become a Heartist.

Job Description

We are currently looking for a Full-Time Front Office Manager to lead the team. Reporting directly to the Director of Operations you will proactively enhance our front office operations, ensuring exceptional guest service is provided, and our team enjoy coming to work every day.

You will take ownership of the key performance metrics including RPS, NPS, brand Standards, Loyalty enrolments and upselling. You will be an inspirational leader to the team, ensuring their wellbeing and happiness is high. 

You will also be responsible for:  

• Ensure seamless guest arrivals and departures through effective room allocation and front desk management.
• Manage and optimise Front Office systems, reporting, and daily operational processes.
• Collaborate with Housekeeping, Engineering, and Reservations to maximise efficiency, room readiness, and revenue.
• Oversee lobby operations, including porterage and guest services, ensuring a smooth and welcoming experience.
• Manage VIP guests, group arrivals, and special requests to enhance satisfaction and loyalty.
• Prepare forecasts and reports, ensuring compliance with financial, audit, and operational procedures.

Qualifications

To be successful in this role you'll need to be a dynamic, proactive and guest focused leader.

• You'll want the best for your team, and you love to see guests being welcomed to our property.
• You enjoy taking care of others, and you'll be attuned to know when you need to take care of your team and support their success. 
• We'll be looking for some demonstrable experience in a leadership within Front Office or a similar environment.
• You'll also possess a strong background in Front Office procedures and Opera Cloud.
• You'll have experience with forecasting, budgeting and Revenue Management principles.
• Ensuring our team have a great work life balance, you'll have experience managing rosters and payroll costs.
• Our team can provide exceptional guest service when they are looked after, so you'll also care for your team, know what drives them and how to coach them to be the best they can be.
• You'll have working rights in Australia, and already be actively working here in the country.

Additional Information

What's in it for you

• ALL Heartist Program – Enjoy exclusive discounts on accommodation and food & beverage at Accor properties worldwide.
• Family & Friends Discounts – Share the benefits of your career with your loved ones, offering them discounts on accommodation, services, and events.
• Accor Live Limitless (ALL) Loyalty Program – Earn status and reward points with every stay, unlocking more benefits and experiences.
• Learn Your Way – Access leading training platforms like Accor Academy to advance your career and skills.