Front Office Team Leader

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.

The Front Office Team Leader is responsible for supporting and supervising with the day-to-day operations of Front Office, Reservations, and Night Audit functions.

This hands on role leads the team to ensure friendly and efficient service, contributing to a pleasant stay for Resort guests. 

WHAT YOU WILL BE DOING:

• Oversee both Front Office and Reservations team members daily duties, offering support where needed.
• Effective management 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.
• Be an ongoing support to all areas of the Resort, helping and guidance in peak times to eliminate potential issues.
• Assisting Front Office Management to operate a highly proficient and productive department including handling guest complaints professionally and effectively, and ensuring the team deliver exceptional customer service at all times.

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Minimum of 1-2 years Front Office experience, or similar experience within a Hotel or Resort
• Previous supervisory experience and hospitality qualifications advantageous.
• Strong Computer or systems skills, preferably in Opera PMS and/or Opera Cloud.
• Flexibility to work a 7-day roster, with an availability to work varied shifts from early mornings, late evenings, and occasional overnights, including weekends and Public Holidays as per our business demands.
• Service oriented with an eye for detail.
• Multicultural awareness and good interpersonal skills, demonstrating the ability to communicate and work with people and guests from diverse cultures.
• Ability to work independently and demonstrated initiative in a dynamic environment.
• An ability to understand and navigate complex stakeholder environments.
• Confident and articulate communication, negotiation, relationship and networking skills.
• Time management skills with the ability to multitask.
• Strong personal integrity.
• Entrepreneurial spirit with drive, ambition and high level of energy.
• Flexible and able to embrace and respond effectively to change.
• Unlimited work rights in Australia. The Resort is unable to offer Sponsorship for this position.

WHAT IS IN IT FOR YOU?

• Wages paid in line with the Hospitality Industry General Award 2020) including penalty rates + Superannuation.
• Daily meals provided on shift and free car parking.
• Employee benefits within the exclusive ALL Heartists 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.

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.