About us

Melbourne’s 5-star Pullman Melbourne City Centre & 4 star Mercure Welcome Melbourne have been thoughtfully considered and tailored to the modern-day traveller seeking an authentic Melbourne experience. With the city’s best food and fashion on its doorstep, our complex offers everything for all types of travellers in the heart of one of the world’s most cosmopolitan cities and we are seeking a Front Office Assistant Manager to join our dynamic team.

About you

We are currently seeking a Front Office Assistant Manager (Duty Manager) to join our team to work Full-Time across our dual branded property - The Pullman Melbourne City Centre & The Mercure Welcome Melbourne. The successful applicant will ideally possess the following:

Have previous experience as a hotel (accommodation) Duty Manager

Currently hold an RSA certificate or have the ability to obtain one

Have an exuberant personality and exceptional people skills

Have a proven ability to motivate, train and lead employees

Be well presented, confident, articulate and extremely resourceful

Excel under pressure whilst paying attention to the finer details

Like to have fun at work

Must be flexible & available to work a variable roster over 7 days including am & pm shifts and weekends

About the role:

As Duty Manager, you will be responsible for the effective operation of the Front Office Department and team - It is your role to ensure that the Hotel service standards are maintained in these areas, profitability maximised and customers' needs met. Tasks will include but not be limited to:

Follow policies and procedures outlined in the Erdi/Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.

Treat complaints of harassment and discrimination promptly and confidentially.

Provide efficient, friendly and professional service to all guests.

Carry out all tasks in line with hotel procedures, standards and product specifications

Communicate special requirements with your team on a daily basis

Train all Front Office personnel – using the hotel Training Program, Operational Checklists, Procedures and Product Specifications (Regularly update to keep abreast of changes within the department)

Be ‘hands on’ and assist with the completion of daily tasks for all Front Office staff if necessary

Forward planning and forecasting for future arrivals

Liaise with all appropriate departments on a daily basis – Concierge, Portering, Housekeeping, Reservations and Food and Beverage.

Ensure the hotel is fully prepared for each days guest arrival and departures

Assist reception staff with check-in and check-out of guests when it is busy

Ensure all rooms are allocated correctly and efficiently

Ensure separate guests are not checked into the same room

Full utilisation of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.

Ensure that all incident reports are filled correctly and close cases at the end of each month with a coordination of departments involved in each case.

Check arrivals reports at the start of your shift to ensure that all arrivals are prepared for

Check departures reports each shift and ensure that late departures are followed up

Check all Open folios accounts with balances, ensuring rates are correct and vouchers are attached, before forwarding to finance

Ensure correct charges are processed for all miscellaneous expense such as room upgrades, guest extensions, laundry, telephone and mini bar – complete random checks daily

Ensure all guest rooms moves are correctly entered into the reservations systems and communicated to all relevant departments

Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds

Monitor the servers and interfaces, including daily backups, regular shutdowns, archiving and purging (in consultation with the Information Technology Manager)

Liaise with ground transfer operators to ensure the best possible service is provided for all Hotel guests and that invoices and accounts are kept up to date

In conjunction with the FO team focus on promotional of incremental revenue for the hotel

Focus on the cross promotion of all hotel outlets to increase business / upselling

Update and control all stock relating to emergency situations that may arise in the hotel

Communicate with all Hotel Departments during your shift, ensuring the distribution of accurate and timely reports

Complete a regular walk through of the entire hotel to ensure all departments are operating effectively

Maintain a presence in the Hotel Lobby and maintain the condition of the Hotel Lobby on a daily basis

Handle all guest complaints with urgency and resolve complaints within your level of authority or pass the details onto the Front Office Manager.

Assist guests with general enquiries and directions and be able to answer all enquiries in a knowledgeable manner

Ensure guests’ special needs and requests are fulfilled or recorded and communicated to the relevant departments

Meet regularly with the Chief Concierge to ensure continual communication between all departments, thus resolving any operational problems quickly and effectively

Liaise with other department heads where needed

Report any maintenance requirements for the reception and front office areas to the Maintenance Department and monitor these requests to ensure they are actioned

Ensure that sufficient stocks of all front office equipment and supplies are maintained to allow for the effective operation of the hotel

Ensure all hotel credit procedures are adhered

Minimising financial risk to the hotel by completing a daily credit check

Ensure all front office checklists are completed correctly each day

Hand over any relevant information/details to the next Manager on duty shift

Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards

Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented

Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets

Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel

Maintain a proactive approach to complaint handling, and ensure all details pertaining to this area are documented and passed on to the relevant Manager

Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures

Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.

Use safe manual handling techniques, practice safe work habits following Accor Health, Safety and Environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment.

Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Supervisor or the Manager on Duty and record on the appropriate Accident Report form immediately following accident

Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your Supervisor and record on appropriate maintenance report form.

Any other reasonable request within your range of competence as required by Hotel Management.

In return for your commitment, we will provide consistent hours, fantastic career and training opportunities, employee benefits and excellent working conditions with a supportive and fun team.

Successful applicants will be required to complete a company funded police check if they have not secured one within the previous month.

You must have full working rights in Australia. Applications from Working Holiday or Student Visa Holders cannot be accepted at this time.