Director of Front Office - The Langham, Melbourne

Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The Langham Hotels and Resorts and Cordis Hotels and Resorts brands. It is the hospitality arm of Great Eagle Holdings, a leading property development company in Hong Kong.

The Langham, Melbourne enjoys sweeping vistas of the Yarra River and Melbourne skyline. Outstanding location amidst the city’s captivating Arts and Leisure district. A sanctuary nestled on the famous Southbank Promenade. We have on offer, 388 luxury guest rooms and suites, our team of hospitality professionals deliver high standards in guest experience & colleague engagement in alignment with the culture and values of Langham Hospitality Group.

The Langham, Melbourne is currently looking for a Director of Front Office to join our team.

You will be responsible for the leadership of over 40 colleagues, as Director of Front Office you will by a key department head and assist the team in delivering excellent service to all of our guests, whilst achieving departmental goals and KPI’s.

This is an exciting opportunity for an experienced Director of Front Office will report to our General Manager. You will have direct accountability for the department and will have a proven track record in effectively managing a large team.

Your responsibilities will include:

• Responsible for the day to day operations of the Reception Desk, Concierge, Bell Desk and Communications Centre (Langham Service), according to Front Office Standards and Procedures
• Lead and manage all positions within Front Office including: Duty Manager’s, Night Manager, Guest Service Agent, Front Door colleagues, Communications Centre (Langham Service)
• Drive The Langham guest centric culture
• Effectively dealing with guest problems and complaints
• Prepare rosters and process timesheets (through the hotel’s payroll system, Zambion) within budget, business expectations and guidelines of the appropriate industrial legislation
• Ensure all staff are sufficiently trained and attend compulsory hotel training programs as required
• Effectively communicate and disperse all relevant information via shift handover, log books, guest history, traces and by hosting the regular Duty Manager meetings
• Actively promoting a work environment, which cares for guests and colleagues alike

For this role, your attributes will be inclusive of the following:

• Previous experience in a similar role, ideally within a luxury hotel or similar
• Ability to lead by example
• Have superior verbal and written communication skills
• Advanced knowledge of hotel computer systems – Opera PMS
• Well presented, friendly with a professional attitude
• Able to work well under pressure and effectively prioritise tasks
• Demonstrated ability to lead, coach, mentor and motivate staff
• Strong organizational skills, attention to detail, flexibility, and a commitment to the highest level of guest service
• This role requires flexibility with various shifts on a rotating roster that includes afternoon shift and overnight shifts.

This position is an integral part of a high performing hotel team, and a key contributor to the hotel’s ongoing success.

In return for your expertise and professionalism, you will be rewarded with hotel discounts worldwide, discount car parking, uniform provided and laundered, fully subsidised staff meals, and opportunities to learn new skills and grow your career. You'll join a team passionate about ‘Knowing our Guests and Building Great Memories’.

This role has opportunity for growth. We are looking for the 'right' candidate, who leads by example and thrives on teamwork to ensure growth of the department!

If you think this is the right role for you, apply now! Come join our team!

HYGIENE AND GROOMING - Naturally in the service industry high standards of personal presentation, hygiene, grooming, and conservative hairstyles are of the greatest importance. This must be present throughout the interview stage.

EQUAL OPPORTUNITY EMPLOYER – The Langham, Melbourne is an equal opportunity employer committed to employing a diverse workforce and sustaining and inclusive culture.