Front Office Manager

Over the last forty years, this family company has grown from its remote accommodation beginnings, to become the highly regarded organisation behind a broad range of properties with names familiar and dear to many people.
 
The Prendiville Group owns and operates numerous iconic tourism, hospitality and entertainment facilities. Represented in a host of different environments, from the red earth mining centre of Karratha, to the lush vineyards of the South West, to the blue waters and white beaches of Rottnest Island, and the rich port heritage of Fremantle.
 
Samphire Rottnest, located on the premiere tourist destination Rottnest Island, hosts 80 suites, pools, unique dining options, and a range of indoor/outdoor function spaces, overlooking breathtaking views of Thomson Bay. We are entering a new and exciting era and are looking forward to building our team in support of this.
 
 
The Role
 
As our Front Office Manager, you will possess unparalleled guest experience management, exceptional leadership abilities in guiding & developing your team, and be resolution focused - ready for any query or concern our guests may have.
 
To be successful in this role, you will be forward thinking, passionate about hospitality and everything Rottnest Island has to offer, had exposure to budget management and forecasting, have endless ideas of how we can elevate the guest experience, but most importantly are a natural leader looking to work in one of the dreamiest locations Australia has to offer.
 
This position reports directly to the Assistant General Manager and works in close collaboration to guide the overall success of guest satisfaction and hotel experience optimisation.  
 
Key Responsibilities

• Ensure Front Office policies and procedure manuals are complete and kept up to date at all times.
• Monitor the appearance, standards and performance of the Front Office team members with an emphasis on training and teamwork.
• Ensure brand and service standards are in place, maintained, audited and celebrated.
• Ensure Front Office department operates with a sales attitude, and all team members are aware of sales opportunities within the hotel to assist in maximising revenue.
• Act as the "Service Champion" for the hotel and seek out opportunities to enhance the guest experience.
• Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds.
• Manage staff performance issues in compliance with company policies and procedures.
• Assist in interpreting annual budgets and forecasting, to optimise hotel revenue streams.
• Ensure all staff is thoroughly familiar with the Hotel's emergency procedures.
• Ensure room rate discounts and complimentary upgrades are administered and approved according to the internal policy.
• Lead the performance review process of the Front Office department.

  
About You
 

• Minimum of 2 years' experience in a management position.
• Ideally previous experience within 4-5 star resorts or similar.
• Comprehensive knowledge of Front Office operations.
• Be a natural leader, calm under pressure, and well versed in motivating & developing your teams.
• Strong guest relations and passion for creating elevated experiences.
• Able to grow your team through fun & educational training methods.
• High level of self-awareness and accountability, with effective decision making skills.
• Immaculate presentation and strong written & verbal communication.
• Working Knowledge of CMS highly desirable

  
Benefits

• Access to The Master Key program! Unlock a range of rewards across all of the Prendiville Group venues.
• 2 meals provided daily
• Staff accommodation, utilities, and linen provided in salary package. 
• Endless views & 63 beaches to explore across the island (there's even a pink lake!).
• Monthly ferry tickets to explore the mainland and shake out your sea legs.
• Opportunity to progress in your career across the Prendiville Group.
• Range of staff events and recognition programs.

 
 
NOTE: This is a LIVE ON role - meaning you will be required to live on the Island.