Front Office Assistant Manager

At Pullman, we celebrate the transformative power of progress — thriving on the art of seeing the familiar in new ways. Here, diverse perspectives collide to spark creativity, and fresh possibilities unfold.

Perfectly positioned on the edge of Fitzroy Gardens and just moments from the MCG, Pullman Melbourne on the Park stands as one of the city’s most iconic hotels, renowned for its legacy of delivering first-class experiences to business travellers, curious explorers, and passionate sports fans alike.

As a Front Office Assistant Manager, you’ll be the heart and soul of our guest’s experience. From check-in to check-out, you’ll be the ultimate guest experience champion, ensuring every detail runs like clockwork. You’ll lead an incredible team, coordinate smooth operations, and make sure that every guest leaves with a smile.

In this role, one thing is certain, no two days will be the same, but you will mostly be:

• Leading, Coaching and Supporting the Front Office Team: foster a high-performing team culture to deliver exceptional guest service.
• Overseeing the Guest Journey: ensure a seamless and personalised experience throughout the guest's stay, from arrival to departure, including room assignments, in-stay requests, and check-out.
• Create a warm, welcoming atmosphere that ensures every guest receives prompt, professional and personalised service.
• Support staffing, assign work and ensure the Front Office is appropriately resourced at all times
• Handling Guest Enquiries, Complaints and Requests: resolve issues promptly with a proactive and positive approach, including responding to online guest reviews.
• Maintaining Operational Standards: ensure all systems and procedures are in place for smooth day-to-day operations.
• Training: Assist with onboarding and developing the Front Office team members to uphold service excellence.
• Collaborating with Housekeeping, Maintenance & Other Departments: ensure timely communication and resolution of guest needs.
• Stakeholder Management: build and maintain strong relationships with internal and external stakeholders, ensuring alignment and effective communication across teams.
• Lead the Front Office team in absence of management and act as a hotel representative on behalf of the General Manager. 

We Are Looking for:

• Previous experience in a Front Office Leadership position
• Opera Cloud experience (preferred)
• Demonstrated leadership skills, and the ability to train, motivate and develop team members
• A genuine passion for delivering exceptional guest experiences
• Ability to foster good relationships with guests and exceed satisfaction levels
• A natural problem solver who turns challenges into opportunities
• Someone who thrives in a fast-paced, ever-changing environment
• A positive attitude with the ability to work well both independently and part of a team
• Ability to work a flexible roster including weekends and public holidays
• Commercial awareness with experience driving upselling and revenue opportunities
• Excellent communication, organisation and problem-solving skills
• Ability to remain calm, professional and guest-focused in a fast-paced environment
• Full Australian working rights 

• Valuable Savings and Perks: Enjoy discounted car parking right on site, plus exclusive deals on food & beverage—making every day at work rewarding as well as affordable.

• Global Accor Privileges: Get access to special Accor family and friends room rates across the globe, along with additional staff discounts at Accor hotels worldwide—perfect for your next getaway or a holiday with loved ones.

• Development and Opportunities: At Accor, your growth is our priority. Join us for outstanding career development, with world-class training and opportunities to advance across our global network.