AddressPermanent Full-time
Join our amazing pre-opening team and lead the charge in shaping the success of Lanson Place in Australia.
With its official opening now scheduled for September 2024, Lanson Place Parliament Gardens, Melbourne will set new benchmarks in boutique luxury accommodation.
Lanson Place offers a luxurious home-away-from-home experience for short and extended stays at central locations in Hong Kong, Shanghai, Kuala Lumpur, Singapore, Manila. Melbourne will be the first in Australia and flagship for the brand to expand its portfolio to other Australian and New Zealand gateway cities. Since 1995, the company has been delivering on its mission to perfect the art of authentic hospitality, building residential communities and extending attentive and efficient service enveloped in the philosophy of family.
Role Overview:
We are seeking a highly motivated and experienced Front Office leader to play a key role in the opening of our hotel. As our Guest Services Manager, you will be responsible for overseeing the day-to-day operations of the hotel, ensuring the highest standards of guest satisfaction, and leading a team of dedicated staff members. This role will give the candidate the chance to develop their skills and knowledge throughout the pre-opening and opening phases, growing with the hotel.
Key Responsibilities:
• Manage and support the Front Office team to ensure smooth check-in and check-out processes.
• Oversee guest service requirements, including planning daily arrivals, departures, VIP arrangements, special occasions, and inventory management.
• Lead the hotel in the absence of the General Manager and Operations Manager.
• Handle guest inquiries, requests, and complaints promptly and professionally, ensuring resolutions meet or exceed guest expectations.
• Analyse guest feedback and implement strategies for continuous guest experience improvement.
• Monitor and maintain hotel facilities to ensure safety and cleanliness.
• Collaborate with the Housekeeping department to ensure room readiness and foster cross-departmental communication.
• Work with the Engineering department to ensure timely attention to maintenance requests.
• Coordinate with the F&B department to manage the guest journey and hotel lobby experience.
• Partner with the Revenue & Reservations team to enhance guest pre-arrival and arrival experiences.
• Conduct regular team meeting, train and mentor Front Office team members to deliver exceptional service and uphold brand standards.
• Develop and implement SOPs to ensure smooth operations and exceptional guest service.
• Manage rostering, payroll, and operating expenses for the Front Office department, generating reports as required.
• Be fully conversant with all hotel emergency procedures.
Requirements:
Previous min 2 years' experience in Duty Manager role within the hospitality industry, preferably in a luxury hotel environment.
• Strong leadership and interpersonal skills with the ability to motivate and inspire team members.
• Excellent communication and problem-solving abilities.
• Attention to detail and a commitment to delivering outstanding guest experiences.
• Flexibility to work various shifts, including weekends and holidays.
• Relevant qualifications in hospitality management or a related field are desirable.
• Unrestricted working rights
What We Offer:
• A dynamic, caring and supportive work environment
• A 2-month training and simulation programme tailored specifically for our team and our hotel.
• A complete Employee Care Platform
• On-demand online courses
• Volunteering initiatives
• Staff benefits including discounts on accommodation & dining at our property as well as free stays in our sister properties in Asia.
