Front Office Manager

About Novotel Surfers Paradise…

Novotel Surfers Paradise is located in the heart of Surfers Paradise, with excellent shopping, entertainment & nightlife areas all close by. The hotel features 408 well-appointed rooms, along with a variety of dining options including: The Restaurant, Blvd Cafe and Bar, pool bar and in-room dining.  We offer a relaxed, family friendly environment. For those wanting to unwind we offer a heated outdoor swimming pool, tennis courts, basketball & netball court, BBQ area, gym and kids’ corner. For our conferencing & events guests we have 6 modern function rooms available, accommodating up to 500 delegates.

#BELIMITLESS #workyourwaywith Accor #weareheartists

About the Role...

As our Front Office Manager, you’ll be the heart and soul of our guest’s experience. From check-in to check-out, you’ll be the ultimate guest experience champion, ensuring every detail runs like clockwork. You’ll lead an incredible team, coordinate smooth operations, and make sure that every guest leaves with a smile.

In this role, one thing is certain, no two days will be the same, but you will mostly be:

• Leading, Coaching and Supporting the Front Office Team: foster a high-performing team culture to deliver exceptional guest service
• Overseeing the Guest Journey: ensure a seamless and personalised experience throughout the guest's stay, from arrival to departure, including room assignments, in-stay requests, and check-out
• Create a warm, welcoming atmosphere that ensures every guest receives prompt, professional and personalised service
• Plan daily staffing, assign work and ensure the Front Office is appropriately resourced at all times
• Handling Guest Enquiries, Complaints and Requests: resolve issues promptly with a proactive and positive approach, including responding to online guest reviews
• Maintaining Operational Standards: ensure all systems and procedures are in place for smooth day-to-day operations
• Maximise revenue through upselling and effective rate strategy at the front desk
• Training: onboarding and developing the Front Office team members to uphold service excellence
• Overseeing Rosters and Resource Allocation: optimise staffing levels to meet business needs efficiently
• Collaborating with Housekeeping, Maintenance & Other Departments: ensure timely communication and resolution of guest needs
• Preparing & Managing Reports: compile and analyse daily, weekly and monthly reports to support operational decision-making
• Stakeholder Management: build and maintain strong relationships with internal and external stakeholders, ensuring alignment and effective communication across teams
• Perform Assistant Manager shifts/duties as required

What We Are Looking For:

• Previous experience in a Front Office Managerial position
• Opera Cloud experience (preferred)
• Knowledge of P&L’s and departmental budgets
• Demonstrated leadership skills, and the ability to train, motivate and develop team members
• A genuine passion for delivering exceptional guest experiences
• Ability to foster good relationships with guests and exceed satisfaction levels
• A natural problem solver who turns challenges into opportunities
• Someone who thrives in a fast-paced, ever-changing environment
• A positive attitude with the ability to work well both independently and part of a team
• Ability to work a flexible roster including weekends and public holidays
• Solid understanding of Front Office systems, procedures and financial controls. Opera PMS knowledge is highly regarded
• Commercial awareness with experience driving upselling and revenue opportunities
• Excellent communication, organisation and problem-solving skills
• Ability to remain calm, professional and guest-focused in a fast-paced environment
• Full Australian working rights 

So, when will you be joining us?

The Novotel brand is part of the Accor Group. As the global market leader, Accor Hotels offers a worldwide network of hospitality and tourism services, with a diverse portfolio of renowned brands. Just a few of the perks include:
• Ongoing career and professional development opportunities
• A rewarding work environment
• Global discounts on hotel accommodation & Food and Beverage

What’s in it for you?

• Parking, 3 Items Dry Cleaning and Free staff meals during shift
• Paid birthday leaver
• Generous ACCOR perks including discounted accommodation and restaurant’s
• A collaborative, vibrant culture
• Professional development opportunities
• ACCOR Career Milestone celebrations

What are you waiting for?  APPLY NOW!