Mantarays Ningaloo Beach Resort are seeking an experienced professional, with strong management and customer service skills, to fill the role of Front Office Manager and lead our Front Office / Reservations team in EXMOUTH, Western Australia. We are keen to source experienced locals, or someone with equivalent skills who is willing to learn and train for the role, ready for a start by mid-November 2023, or earlier if available. 

The Front Office / Reception area is the first point of entry for all guests coming into the resort. Greeting all guests and visitors in a happy, polite, genuine and professional manner is of paramount importance in creating a positive and welcoming ambience for the resort, restaurant and bar locations.

The Front Office Manager (FOM) is also part of the Management Team at the resort and works closely with all other heads of department (Food & Beverage; Housekeeping; Maintenance; Kitchen & Back Office) to ensure the resort is operated in a highly professional, customer focussed, safe and effective manner. The FOM is an operational role and required to be predominantly located at Reception to deal with customer service and guest requirements. The role reports directly to the Executive Director (General Manager) and has a reporting function to the Rates Manager / Executive Director Assistant.

The rostered hours includes work on weekends, public holidays and school holidays. Rosters are usually published 1-2 weeks in advance, with hours being dependant on resort occupancy, seasonality and staffing levels. When assisting with Reception duties, Shift Work (morning or afternoon shifts on an alternating roster). There will be appropriate time allocated to back-office tasks, including rostering, correspondence and forward planning.

This hands-on operationally focussed role requires a person who is both energetic, keen and enthusiastic about providing great customer service to our guests and seeking continuous improvements.

Guest Services:

The FOM also needs to perform all the duties of the Front Desk Attendant, for both operational and training purposes.  Front Desk Attendants are responsible for delivering a quality guest experience by registering guests, assigning rooms, issuing room keys, transmitting and receiving messages and guest information, keeping accurate records of occupied rooms and guests' accounts, making and confirming reservations, presenting statements to and collecting payments from departing guests. 

Front Desk Management:

• Overseeing Reservations for accuracy and room inventory control and liaising with Agents/wholesalers as required.
• Training of Front Desk staff, ensuring skills and staffing levels are adequate for Resort occupancy and guest needs.
• Actively assist all Resort departments in the interest of consistent and excellent customer service and business or operational requirements. 
• Manage rosters for the department and ensure both Human Resources and Payroll requirements are adhered to.
• Provide direct assistance to the Executive Director / General Manager when on site and on an as required basis in his absence from site.
• Always demonstrate and espouse the positive values of the Resort and the Management Team.

Criteria & Requirements of the Role:

• Previous Management experience in a service-based industry, with a minimum three (3) years in the hospitality industry preferred;
• Excellent customer service skills and highly effective communication skills (oral and written);
• High level of computer literacy skills and proficient with in all aspects of Microsoft Office software;
• Experience with Hospitality software eg. OPERA/PMS; RMS or similar;
• Be willing to learn the Front Desk Attendants role quickly and to become the Reception focal and expert ; 
• Strong organisational skills, with the ability to multi-task and prioritise work flow for the overall  Front Desk/Reception function and individual responsibilities. 
• The ability to address and deal with customer complaints and guest issues at the resort.
• A level of confidence and maturity to proactively engage with guests and manage their expectations;
• Demonstrated experience in the development and delivery of effective and efficient site-specific training programs;
• Possess a good knowledge of our town, region and the local tourism experiences available or be willing to learn and adapt quickly to the region;
• Ability to foster and promote a safe, friendly and inclusive working environment for the Front Desk / Reception team and ensure an effective integration and working relationship with other departments of the resort; 
• Strong awareness and adherence to Occupational, Safety & Health (OS&H) regulations;  
• Maintain a very high standard in personal presentation and workplace cleanliness standards; 
• Current Western Australian Driver’s Licence (without restrictions);
• A current satisfactory National Police Clearance Certificate; 
• Current First Aid qualification will be highly regarded.

Further details are provided in a detailed Position Description for the role.

If you are interested in this position, we encourage you to promptly forward a detailed resume and covering letter to support your application to Mandy Francis-Maier, Human Resources via email: [email protected]