All Accor

Global hotel management, franchising, loyalty program

Assistant Manager - Front Office

Hotel Guest ServicesUpdated on Nov 11

Full-timePerth WA, AustraliaNo salary listedIn-person

About the Job

Requirements

A diploma in Hospitality or Business Management is preferred.
At least 2 years of relevant experience in the hotel industry is required.
Strong working knowledge of Microsoft Outlook, Microsoft Office, and Opera is required.
A valid Responsible Service of Alcohol certificate is required.
The candidate must be able to work a varied roster that includes mornings, nights, weekends, and public holidays.
The candidate must demonstrate the ability to actively resolve customer complaints and challenges.
The candidate must demonstrate the ability to coach, mentor, develop, and inspire teams.
The candidate must have communication, negotiation, relationship-building, and networking skills.
The candidate must demonstrate business acumen and the ability to make sound decisions and understand commercial implications.
The candidate must be able to think strategically and plan over a mid- to long-term horizon.
The candidate must maintain personal presentation suitable for representing the hotel.
The candidate must be able to understand and navigate complex stakeholder environments.
The candidate must have a strong focus on hotel operations and an understanding of emerging industry trends.
The candidate must demonstrate personal integrity, interpersonal skills, communication with team members at all levels, and the ability to respond effectively to change.

Responsibilities

Assist with and oversee the day-to-day operations of the Front Office team.
Supervise and monitor team members, motivating the team through effective leadership.
Take initiative to ensure guest interactions are positive and productive.
Ensure the hotel operates smoothly and efficiently in the absence of the General Manager or Senior Managers, while maintaining a high level of customer service.
Resolve guest and customer complaints and challenges, seeking outcomes that work for both the hotel and the guest or customer.
Use judgment and empowerment to resolve issues that may require appropriate compensation for guests or customers.
Use the Front Office system effectively to meet operational needs and produce accurate reports.
Interact positively with guests when appropriate.
Ensure public areas are clean and well presented through regular monitoring.
Maintain visible management support and presence at the Front Desk and in the lobby during key times.
Process and assist with guest check-in and check-out when needed.
Assist with roster preparation, maintaining suitable and cost-effective staffing levels; rosters are authorised by the appropriate department head.
Take responsibility for the health and safety of visitors, guests, and team members.
Respond to and coordinate emergency situations.
Follow emergency communication procedures and ensure media enquiries are handled only by the nominated spokesperson.
Model the employer's values and Heartist culture.

Job Description

Duties

Assist and oversee the day-to-day operations of the Front Office team
Supervise and monitor team members with true leadership ability that motivates the entire team.
Take initiative to ensure all interactions with our guests are positive and productive.
Ensure the smooth and efficient running of the Hotel's operation in absence of the General Manager/Senior Managers with a high level of customer service provided at all times.
Actively resolve complaints and challenges presented by guests/customers.
Apply decisions to reach a win-win situation on behalf of the Hotel and the guest/customer.
Apply knowledge and empowerment to resolve an issue that may result in adequate compensation to the guest/customer.
Effective use of the Front Office system to meet operational needs and produce accurate reports.
Entertain guests providing positive interaction should the occasion arise.
Ensure public areas are clean and well presented with regular monitoring.
Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day.
Process and assist with check-in and check-out of guests when needed.
Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times. Rosters to be authorised by appropriate department head.
Take responsibility for the health and safety of all visitors, guests and team members.
Respond to and coordinate emergency situations.
Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.

Qualifications

Knowledge and Experience

Diploma in Hospitality or Business Management or preferred.
Minimum of 2 years of relevant experience in the hotel industry.
Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera.
Hold a valid Responsible Service of Alcohol certificate.

Additional Information

Competencies

Possess the skills and training to actively resolve complaints and challenges presented by customers.
Flexibility to work a varied roster including mornings, nights, weekends and public holidays.
Maintain a high level of personal presentation as an ambassador for the hotel
Understand and navigate complex stakeholder environments
Strong focus and passion for hotel operations
Sound understanding of emerging trends in the industry
Demonstrated ability to coach, mentor, develop and inspire teams
Confident and articulate communication, negotiation, relationship and networking skills
Demonstrated business acumen with the ability to make sound decisions and understand commercial implications
Ability to think strategically and plan on a mid to long term scale
Strong personal integrity
Good interpersonal skills with ability to communicate with all levels of team members
Able to embrace and respond effectively to change
Role model in Accor values and Heartist culture.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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