Front Office Manager (Pre-Opening)

Front Office Manager (Pre-Opening) – Hotel Indigo Melbourne Little Collins and Holiday Inn Melbourne Bourke Street

Nestled in the heart of Melbourne's vibrant CBD, an exciting new holiday destination is coming to life – enter the boutique charm of Hotel Indigo and the modern comfort of Holiday Inn, offering a unique blend of hospitality experiences across 452 rooms. One of Melbourne’s most iconic CBD arcades is fast transforming, with the redevelopment of "Melbourne Walk" Arcade set to see IHGs first Australian dual-branded hotel project, opening in 2025.

Open the door into Hotel Indigo and guests can expect local character, modern design and warm, professional service with a vibrant and individual flavour, bringing the edgy laneway neighbourhood of Little Collins Street to life. Making the most of the retail haven, Holiday Inn will offer a modern, fresh and friendly stay for a wide variety of guests coming to enjoy the convenience and value they know and love from Holiday Inn, and all that Bourke Street Mall has to offer.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager (pre-opening) you’ll deliver this from the outset through managing all aspects of front office, ensuring the department is set up for success and creates the warm atmosphere that makes our guests feel at home in any location. 

A little taste of your day-to-day

Every day is different, but as part of the pre-opening team, you will play a key role in hotel opening activities, including: 

• Creating and implementing standard operating procedures (SOPs) for the front office department, including guest check-in/check-out procedures, room allocation, handling guest inquiries, and managing reservations.
• Hiring and training front office staff such as receptionists, duty managers and concierge. 
• Overseeing the setup and integration of technology such as property management system (PMS), point-of-sale (POS) system, and other software necessary for smooth operations.
• Contributing to the development of strategies to enhance the guest experience, from check-in to check-out and all services in between.
• Coordinating with other departments to ensure sufficient inventory of essential items such as stationery, room keys, and guest amenities, liaising with suppliers and vendors as necessary.
• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback.
• Acting as a liaison between the front office department and other hotel departments, including housekeeping, maintenance, and food and beverage, to ensure seamless coordination and communication during the pre-opening phase.
• Conducting trial stays/mock operations and testing of front office procedures to identify any potential issues or areas for improvement.
• Working closely with the sales and marketing team to develop promotional materials, packages, and campaigns to attract guests during the pre-opening phase and beyond.
• Help prepare annual departmental operating budget and financial plans.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports. 

What we need from you

• Three years of guest service/hotel experience with at least two years in a supervisory/management capacity. 
• A demonstrated capability of collaborating with multiple stakeholders and managing competing priorities.
• Ability to work autonomously and manage workload and key deliverables within a project opening timeline.
• Capacity to build and lead a high-performing and engaged team and commitment to developing and coaching colleagues. 
• Strategic thinking, the ability to explore new ways of working and have an open mind around how we can drive the Hotel forward.
• Full working rights in Australia without restrictions.

What you can expect from us

Not only will you benefit from a truly unique and career-defining opportunity as part of this exciting hotel opening, working with a talented and experienced General Manager and New Hotel Openings team, but you’ll receive a competitive salary that rewards all your hard work and a wide range of benefits designed to help you live your best work life – including, impressive room discounts and some of the best training in the business.

Most importantly, your career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of leave entitlements as you move and grow with IHG.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

So, join us and you’ll become part of our ever-growing global family.