Front Office Manager

Sofitel Melbourne On Collins, the ultimate luxury hotel escape in the heart of Melbourne city centre. Combining French elegance and modern luxury, curating dining experiences where our passionate chefs and mixologists delight our guest in a lively culinary experience whilst overlooking the city skyline. As a Hotel for the Arts, Sofitel Melbourne on Collins proudly champions culture and tradition with rotating art exhibitions and is immersed in the city’s thriving arts and entertainment scene.

PROPERTY DETAILS

• 5-star luxury in the heart of the Melbourne's shopping, theatre and business precincts
• 363 rooms with breathtaking views over Melbourne
• Exclusive Club Lounge that offers club guests that elevated French joie-de-vivre experience
• Sophisticated modern dining with vibrant contemporary French flair at No35 restaurant
• Unique signature cocktails & refined exclusive ambience at Atrium Bar on 35

• Lead and manage all Front Office operations, including Reception, One Touch, Concierge, Driveway, Guest Relations, Duty Managers and the Night Team, working closely with the Rooms Division Manager to deliver a seamless and exceptional guest journey.
• Ensure all loyalty program KPIs are achieved each month.
• Maintain and improve the RPS score by ensuring all guest-reported glitches are promptly followed up and resolved, with an effective and consistent service recovery process in place.
• Maximise hotel revenue through effective room allocation, commercially focused Front Office practices, and proactive upselling at the front desk and through DUVE, ensuring the annual upselling target is achieved.
• Meet, greet and escort VIPs and special guests.
• Oversee all guest arrivals and departures, ensuring that room allocations and check-in and check-out processes follow established procedures and remain guest focused.
• Perform operational Front Office duties, including Duty Manager shifts, as required according to business levels.
• Ensure Sofitel standards, policies and procedures are consistently followed.
• Oversee Front Office projects relating to service delivery and operational improvement.
• Liaise regularly with the Maintenance team to ensure requests are completed promptly, prioritising matters that affect the guest experience.
• Oversee the night audit function in conjunction with the Financial Controller, ensuring accuracy while maintaining a strong focus on guest service.
• Build and maintain an efficient and engaged Front Office team by taking an active interest in employees’ welfare, safety, performance and professional development.
• Ensure all employees consistently provide professional, courteous and personalised service.
• Lead, support and develop Front Office leaders and employees to achieve operational and service objectives.
• Implement employee retention strategies in line with established targets.
• Forecast and effectively manage departmental leave liabilities.
• Promote a positive, collaborative and high-performing workplace culture.
• Prepare and manage rosters for Reception, Driveway, Concierge, Guest Relations and One Touch, ensuring appropriate staffing levels to meet business demands.
• Monitor and manage Front Office labour costs, operating expenses and associated on-costs.
• Maintain an effective balance between profitability, productivity and competitive service levels.
• Monitor the Front Office profit and loss performance and implement appropriate actions when required.
• Ensure the effective and accurate use of Opera Cloud, HubOS, DUVE, ACDC and ARIEL.
• Ensure accurate operational reports are produced and distributed to support business requirements.
• Develop, maintain and administer the Policies and Procedures Manual for all Front Office departments.
• Regularly review operational procedures, systems and equipment to ensure the department remains aligned with current industry and technology trends.
• Coordinate and oversee changes to Front Office and communication technology, including PBX systems.
• Identify opportunities to improve operational efficiency, employee productivity and the guest experience through technology.
• Work closely with Sales and Marketing, and Reservations to promote operational alignment, maintain rate integrity and respond effectively to changing market conditions.
• Liaise with Collins Place Security regarding matters affecting hotel operations.
• Maintain awareness of competitors’ service levels, operational practices and market strategies.
• Liaise with Accor regional and national teams as required, ensuring all relevant processes and standards are followed.
• Build effective working relationships with other hotel departments to support consistent service delivery and a seamless guest experience.

• At least three years’ experience in a senior Front Office position, ideally within a five-star hotel.
• Strong working knowledge of Opera Cloud, HubOs, DUVE, ACDC and ARIEL.
• Holds a valid driver’s licence.
• Holds a valid First Aid certificate.
• Holds a valid Responsible Service of Alcohol certificate.
• Demonstrates effective leadership skills and the ability to build and maintain a cohesive, high-performing team.
• Consistently projects a professional image through excellent personal presentation and interpersonal skills.
• Maintains an up-to-date awareness of industry trends relating to service, products and presentation.
• Confidently initiates contact and establishes rapport with guests, colleagues and stakeholders.
• Communicates ideas and viewpoints directly, professionally and tactfully.
• Demonstrates strong organisational and time-management skills.
• Possesses effective numeracy and strong verbal and written communication skills.
• Demonstrates resilience and the ability to manage pressure effectively.
• Is available to work a flexible roster, including weekends and public holidays.

Benefits and Perks:

Sofitel Melbourne on Collins provides ambassadors career development opportunities within the hotel and wider Accor Group. We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

We live by our Heartist principles, that is, the heart and art of human connection. Understanding people is our business and putting people at the heart of our organisation is how we make decisions. We want every ambassador to feel valued, inspired and to strive for greatness every day.

We offer our Heartists:

• Build a career with the largest hotel group in the Pacific
• Central accessible location in Melbourne's CBD
• Laundered uniforms
• Complimentary hotel stay package for your work anniversary
• Worldwide employee and family and friends benefits at Accor Hotels