Job Description As the Front Office Manager, you are responsible for the management of the day-to-day operation of Front Office, Switchboard/Telephones, Concierge and Night Audit functions, with the objective of ensuring all brand service standards are maintained, profitability is maximised, and guest/customer needs are met, if not exceeded. In this role, you will: Lead and manage Front Office operations to deliver exceptional, guest-focused service while ensuring alignment with brand standards and financial KPIs (RPS, NPS, Loyalty, Upsell, etc.). Ensure efficient daily operations including check-in/out, room allocations, lobby services, and night audit processes, with active presence during key guest periods. Collaborate across departments (Reservations, Housekeeping, Engineering, Finance) to ensure seamless service, maintenance resolution, and accurate billing and reporting. Manage financial performance by controlling costs, forecasting revenue/occupancy, overseeing budgets, and ensuring accurate cash handling and reconciliation. Lead and develop the Front Office team through recruitment, structured training, coaching, regular feedback, and performance management to build a high-performing culture. Foster strong guest relations by handling VIP needs, special requests, complaints, and feedback, always aiming to exceed guest expectations and promote loyalty. Champion health, safety, and security standards, including WHS procedures, emergency responses, and safe work practices for guests and team members. Drive brand alignment and representation, upholding Ennismore and Mondrian values in conduct, service delivery, communication, and appearance. Ensure compliance with legal and company policies, including RSA, licensing, confidentiality, equal opportunity, and anti-discrimination. ABOUT YOU 2 years’ experience in a leadership role within Front Office or a similar environment. Demonstrated leadership experience within the customer service industry. Possess a strong background in Front Office procedures and Opera PMS. Opera Cloud preferred. Experience with forecasting, budgeting and Revenue Management principles. Proven experience managing rosters and costs to achieve budgets and targets. Demonstrated ability to coach, mentor, develop and inspire teams. Responsible Service of Alcohol Certificate or willingness to obtain one. Current First Aid Certificate or willingness to obtain one.
