About This Role
This Hotel Manager role involves overseeing the daily operations of a hotel, managing Front Office activities, and coordinating Front Office and Housekeeping teams. The position requires strong leadership, organizational skills, and the ability to maintain high service standards in a fast-paced hospitality environment, with a focus on international guest relations and multilingual communication.
Responsibilities
- Lead and manage daily Front Office operations with full accountability for service delivery, operational efficiency, and adherence to established procedures
- Supervise, roster, and coordinate Front Office and Housekeeping teams, ensuring appropriate staffing levels, effective task allocation, and smooth daily operations
- Coordinate Front Office, Housekeeping, and Food & Beverage activities to ensure a seamless guest experience and effective communication between departments
- Monitor room availability, cleanliness, inspections, and readiness in coordination with Housekeeping and Front Office staff
- Drive operational standards and ensure consistency in guest service, departmental procedures, and daily work practices
- Lead by example in guest interactions, maintaining a professional front desk presence and high standards of hospitality
- Monitor team performance, attendance, task completion, and accountability across shifts
- Coordinate group bookings, corporate accommodation requirements, and special guest arrangements with the relevant departments
- Manage unexpected operational situations, prioritize competing demands, and implement appropriate solutions to minimize disruption
- Supervise, roster, and coordinate Front Office and Housekeeping employees according to occupancy levels, operational requirements, and staffing availability
- Support staff scheduling, shift allocation, attendance monitoring, and daily workforce planning
- Provide operational guidance, on-the-job training, and feedback to ensure employees understand their responsibilities and required service standards
- Monitor team performance and address operational or service issues promptly and professionally
- Promote teamwork, clear communication, accountability, and compliance with company policies
- Communicate staffing requirements, performance matters, and operational concerns to senior management
- Manage escalated guest issues and resolve complaints professionally, decisively, and in accordance with company procedures
- Deliver personalized guest service through effective communication, cultural awareness, and sound operational judgment
- Communicate professionally in English and multiple additional languages to assist international guests from diverse linguistic and cultural backgrounds
- Respond to guest enquiries, coordinate special requests, and support international travelers throughout their stay
- Monitor guest feedback, identify recurring issues, and implement or recommend service improvements
- Maintain professional relationships with corporate clients, group organizers, and other relevant business contacts
- Support accommodation, tourism, and transportation arrangements where required to enhance the guest experience
- Maintain accurate shift handovers, daily operational reports, incident records, administrative documentation, and end-of-day procedures
- Support invoicing, payment processing, cash reconciliation, purchasing, and supplier coordination in accordance with company procedures
- Maintain accurate operational records and support daily audit, reconciliation, and reporting functions
- Monitor payment transactions and cash-handling procedures, ensuring accurate records and compliance with internal controls
- Assist with the preparation and maintenance of operational reports, staffing records, guest feedback records, and management documentation
- Support purchasing and stock coordination by communicating requirements to suppliers and relevant departments
- Use hotel management and workforce systems to maintain accurate information and support efficient daily operations
- Maintain regular communication with senior management regarding operational performance, staffing requirements, guest matters, incidents, and issues requiring management attention
- Ensure compliance with workplace health and safety requirements, company policies, brand standards, and established operational procedures
- Monitor service delivery and ensure consistent application of hotel standards across shifts and relevant departments
- Maintain appropriate documentation relating to incidents, operational issues, guest complaints, and corrective actions
- Support end-of-day processes, financial controls, and relevant audit functions
- Identify operational inefficiencies and recommend improvements to departmental coordination, administrative processes, and service delivery
- Ensure effective communication between Front Office, Housekeeping, Food & Beverage, and senior leadership to maintain continuity of hotel operations
Requirements
- Demonstrated experience managing and leading a team
- Professional proficiency in English and multiple additional languages, with the ability to communicate effectively with international guests
- Strong understanding of hotel operations, Front Office procedures, and guest service standards
- Demonstrated ability to supervise and coordinate staff, organize rosters, and maintain operational accountability
- Proven ability to manage high-pressure operational environments and competing priorities
- Experience handling escalated guest issues, complaints, and service recovery
- High level of professionalism, presentation, interpersonal skills, and communication
- Strong understanding of the operational relationship between Front Office, Housekeeping, and Food & Beverage
- Experience with hotel management systems such as Mews or equivalent
- Competence with Microsoft Office applications, including Word, Outlook, and Excel
- Familiarity with workforce management platforms such as Deputy
- Experience with operational reporting, payment processing, cash handling, invoicing, and accurate record-keeping
- Strong attention to detail, organizational ability, and operational discipline
- Availability for rotating shifts, including weekends, public holidays, and the Christmas and New Year period, according to operational requirements
Nice to have:
- Previous experience as a Hotel Manager, Duty Manager, or Front Office Manager
- Experience managing or coordinating Front Office, Housekeeping, and Food & Beverage operations within the same property
- Ability to communicate in at least three additional languages besides English
- Experience supporting international travelers, corporate clients, group bookings, and special accommodation arrangements
- Formal education or qualifications in languages, tourism, hospitality, or hotel management
- Experience working in both international and Australian hospitality environments
- Experience with staff training, operational reporting, financial administration, purchasing, and supplier coordination
- Experience with hotel reservations, corporate accounts, guest payments, and operational reconciliation
Benefits
- Staff discounts across all W1 Hospitality venues
- 20% accommodation discount across group hotels
- Training and development opportunities
Important Details
- Schedule: rotating shifts, including weekends, public holidays, and the Christmas and New Year period
About the Company
Garde Hotel & Warders Cottages is part of W1 Hospitality Group, a diverse and growing hospitality collective based in Fremantle. The group includes Garde Hotel and Warders Cottages, Emily Taylor Bar and Kitchen, Anglesea, Garde Spa, and Gimlet Gin Bar. They are committed to exceptional guest experiences, professional leadership, strong operational standards, and effective coordination across their hospitality venues.