Front Office Duty Manager - Full Time

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Accor is hiring a Front Office Duty Manager for a full-time role at Batman’s Hill on Collins in Melbourne. You will supervise reception, handle guest inquiries and complaints, train and mentor the team, ensure policy compliance, and produce shift reports while working with Reservations, Sales, Housekeeping. The ideal candidate has Front Office leadership experience, thrives in a fast paced environment, and communicates clearly while developing the team. Expect a rotating roster including mornings, afternoons, evenings, weekends and some overnights; RSA, a Driver’s License and First Aid are preferred; RMS knowledge is advantageous; working rights in Australia required, sponsorship not provided. To apply, cite guest service wins, coaching impact, and Melbourne knowledge aligned with Accor’s Heartist culture.

Company Description

Hospitality is a Work of Heart at Accor. Everything we do, we do to help our guests and our people feel welcome and feel valued to give them the best experience possible. 

Batman's Hill on Collins is a 4-star Accor hotel in Melbourne, offering an ideal city stay for corporate, leisure and group travel guests. We are conveniently located in the heart of Melbourne's CBD, right opposite Southern Cross Station with easy access to public transport. Along with 190 guest rooms, we offer our guests and visitors a restaurant and lounge bar and a fully equipped conference centre with multiple function spaces.

We are looking for an experienced Front Office Duty Manager to join our team in a full-time position. Our Front Office team is the heartbeat of the hotel's guest experience, ensuring exceptional service from check-in to check-out. They make sure every need is met with efficiency and warmth. From supervising front desk operations to handling guest inquiries, resolving complaints and preparing essential reporting, you will be the go-to person for creating an unforgettable first impression, and a warm and welcoming experience throughout our guests’ stay.

If you have current experience in a Front Office leadership position, this role offers you a great opportunity to grow your skills and confidence in a busy hotel right in the heart of Melbourne, and to join the global Accor group.

Job Description

• Working operationally at Reception assisting guests with enquiries, check in and out, storage of luggage and general information about the hotel and local area
• Managing guest inquiries, complaints, and special requests to ensure satisfaction.
• Training, mentoring, and motivating the team to deliver excellent service.
• Ensuring that all company and department policies and procedures are followed
• Completion of reports, conducting shift handover, ensuring all accounting practices and processes are completed accurately
• Working closely with the Reservations, Sales, Food & Beverage and Housekeeping teams to provide a memorable experience for every guest
• Supporting an environment of open communication across departments

Qualifications

• Previous experience in a hotel Front Office team in a leadership position with the ability to develop and mentor our guest service agents
• Availability to work a rotating roster including mornings, afternoons, evenings, weekends and public holidays. Occasional overnight shifts will be required.
• Ability to work in a fast-paced environment and to prioritise tasks
• Excellent written and verbal communication skills, as well as proficiency in Microsoft Office and good keyboard skills 
• Knowledge of the RMS property management system would be an advantage
• Responsible Service of Alcohol certificate are required; Full Australian Driver's License and First Aid qualification would be an advantage
• Familiarity with Melbourne and the ability to make recommendations to guests is desirable
• You must have current working rights in Australia. We are unable to provide sponsorship for this role.

Additional Information

At  Accor, we are committed to ensuring our people feel welcome and valued by creating an inclusive and supportive environment. We offer a positive work culture, global Accor and partner discounts including accommodation and dining, career progression, learning & development opportunities and the environment to learn a wide range of skills as part of a global hospitality brand.  Become a Heartist and work in an environment where we encourage you to bring your real self to work, unleash your creativity and have fun!

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