Assistant Front Office Manager

A 292-room Resort, spanning over 3.5 hectares of manicured gardens with significant food & beverage operations, two pools and extensive conference facilities, Mercure Gold Coast Resort is an oasis located amongst expansive gardens on the Gold Coast with a team of 150 employees and growing.

The property’s leadership team aspires to attract, develop and retain amazing talent who are passionate about fostering a great work environment across all departments while creating memorable experiences for their guests.

Assistant Front Office Manager

Reporting to the Resort’s Front Office Manager, the Assistant Front Office Manager is responsible for assisting with the management of the day-to-day operations of Front Office, Reservations, and Night Audit functions, whilst ensuring all brand service standards are maintained in these areas, profitability is maximised, and Guest and Team Member needs are met or exceeded.

WHAT YOU WILL BE DOING:

• Assist the Front Office Manager with the management of both Front Office and Reservations operations.
• Effective supervision of all guest arrivals and departures, ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Daily liaison with the Reservations office to ensure accuracy in room allocation and maximising of yield.
• Ensure the Resort is maintaining a high level of guest service, ensuring guest satisfaction, through pre-stay, during stay and post-stay feedback, and assessment of guest satisfaction surveys
• Preparation of Front Office monthly reports, commenting on key company performances and forecasts.
• Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day.
• Assist the Front Office Manager in creating and implementing department training plans to drive performance and engagement within the front office team.
• Be an ongoing support to all areas of the Resort, helping and guidance in peak times to eliminate potential issues.

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Good interpersonal skills with ability to communicate with all levels of team members and guests, with confident and articulate communication, negotiation, relationship and networking skills.
• Calm and professional demeanour in all instances, confident in conflict resolution and complaint handling.
• Demonstrated business acumen with the ability to make sound decisions and understand commercial implications.
• Excellent time management with the ability to multitask while maintaining a high awareness of what is going on around.
• An outcome, driven approach to performance and results, striving to achieve excellence.
• Minimum of 5 years of relevant experience in the hotel industry, and experience supervising, training and motivating team members.
• Possess a strong background in Front Office procedures and Opera PMS, and a strong working knowledge of Microsoft Outlook and Microsoft Office.
• Current certification of First Aid & CPR, and Responsible Service of Alcohol or Responsible Manager of Licenced Venues (RMLV), or the ability to attain them.
• Available to work varied shifts from early mornings, late evenings, and occasional overnights, including weekends and Public Holidays as per our business demands.
• Unlimited work rights in Australia. The Resort is unable to offer Sponsorship for this position.

WHAT IS IN IT FOR YOU?

• Competative salary paid in line with the Hospitality Industry General Award 2020) + Superannuation.
• Employee benefits within the exclusive ALL Heartist Program, with worldwide discounts on accommodation and food & beverage, and Family & Friends discounts for those who mean the most to you.
• Endless opportunities to build your skills and expertise to help reach your career potential and personal goals, supported by the Accor Academy and extensive Learning Management Systems such as Learn Your Way and Typsy.
• Internal recognition events such as tenure milestones.
• Employee Assistance Program.
• Daily meals provided on shift and free car parking,

And most excitingly, this a great opportunity to be part of a dynamic and fun Resort environment with a supportive team and a proven history of developing their people. This is a fantastic opening for someone who is looking to grow within the world of Hotel and Resorts and expand their knowledge.