Front Office Manager – Crown Metropol & Promenade Hotels

About the role

The Front Office Manager will lead Front Office operations across Crown Metropol and Crown Promenade in Perth, ensuring world‑class service and guest satisfaction. You will manage a large, diverse team and work closely with senior management to drive operational excellence.

Key responsibilities

• Oversee daily Front Office activities, maintaining product quality and service standards aligned with Crown’s brand.
• Lead, coach and develop the Front Office team, fostering a culture of accountability and continuous improvement.
• Manage resources including rostering, recruitment and performance management to maximise efficiency.
• Develop and implement customer service and retention strategies, handling guest feedback, complaints and VIP experiences.
• Collaborate with other hotel departments and external partners to deliver seamless guest experiences.
• Contribute to business planning, budgeting and revenue‑generating initiatives.

Required profile

• Extensive Front Office experience in a luxury hotel environment.
• Proven leadership ability to train, motivate and develop high‑performing teams.
• Excellent verbal and written communication skills.
• Strong organisational, negotiation and influencing abilities.
• Experience in change management, strategy development and business planning.
• Professional grooming and presentation standards.

Required skills

• Proficiency in Microsoft Office.
• Experience using OPERA PMS.