We're looking for a warm, organised and hands-on Front Office Team Leader to guide our front office team on shift and support the Hotel Manager with day-to-day operations. You'll lead by example on the desk, help the team do their best work, and make sure every guest and owner feels looked after.
About us
Mantra Nelson Bay is in the heart of Nelson Bay, in the Port Stephens region, close to the marina, cafes and some of the best beaches on the NSW coast. We're an Accor franchised property that looks after both holiday guests and property owners. If you like being part of a close team and want a hotel career with room to grow, this is a great place to be.
Key responsibilities
Leading and supporting front office team members during your shifts
Welcoming guests warmly and running smooth check-ins, check-outs and reservations
Handling guest enquiries and concerns promptly, and escalating when needed
Sharing local knowledge on dining, attractions and activities around Nelson Bay and Port Stephens
Building great relationships with returning guests, to support strong online reviews
Coaching and training new and junior team members, and giving regular feedback
Keeping accurate guest accounts, cash handling and night audit procedures
Working closely with housekeeping and maintenance so rooms are ready on time
Logging and following up owner enquiries, and passing on anything that needs the Hotel Manager
Booking and meeting contractors for approved jobs, and keeping the Hotel Manager updated
Using our property management system confidently and helping the team solve everyday system issues
Liaise with apartment owners to communicate maintenance issues, report damaged or faulty items, and recommend replacements or repairs as required
Acting as a calm point of contact in emergencies, following our safety procedures
Providing input to the roster and helping cover shifts when needed
About you
Previous front office or guest service experience in a hotel or resort
Some experience leading, training or mentoring others (or ready to take your first step into leadership)
Experience with a property management system
Excellent written and verbal communication skills
A proactive, friendly approach to guest and owner service
Good organisation and attention to detail
Availability to work a rotating roster including weekends, early starts and public holidays
Current right to work in Australia
Global Accor staff rates on accommodation and dining
Training and career pathways within the hotel group
Offering premium accommodation with a warm welcome in bustling cities and favourite holiday destinations. With hotels, resorts and self-contained apartments on the coast and in the city, you will always find the perfect space in the ideal place. Across Australia and New Zealand, Mantra makes room for you.
Mantra is a part of Accor Global, Hosting 40+ hotel brands with 5,300 hotels across 110 countries.
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Front Office Team Leader in Nelson Bay employer: Mantra Nelson Bay
Grand Mercure Apartments Magnetic Island is an exceptional employer that values a positive work culture and prioritises employee satisfaction. With opportunities for growth within the hospitality sector, our team enjoys a supportive environment where friendly customer service is celebrated. Located in a stunning coastal setting, we offer flexible casual roles that allow you to balance work with the beauty of island life.
