Full job description

Company Description

Located in the world renowned wine region of Barossa Valley, the Novotel Barossa Valley Resort is nestled amongst the vines of Jacob's Creek and the Barossa Valley ranges it is easy to be immersed in the beautiful regional setting. The Resort offers 140 beautifully appointed guest rooms, a variety of food and beverage options and the largest conference and events space in regional South Australia

Whilst living and working in this picturesque region you can explore the many vineyards, Cellar Doors, take a hot air Balloon ride, take long bush walks, have a hit of golf or indulge in some relaxation at Endota Day Spa.

We are 'relentlessly guest obsessed' at AccorHotels and everything we do at the Resort, we do to assist our guests feel welcome and valued, ensuring they have an unforgettable experience.

Job Description

Join Novotel Barossa Valley Resort at an exciting time of transformation. We are seeking an experienced Front Office Manager who is passionate about elevating the guest journey, driving operational excellence, and leading positive change. This is an opportunity to play a key role in shaping the future of our resort experience as we continue our journey towards becoming the premium destination of choice in the Barossa Valley.

What you’ll be doing:

As Front Office Manager, you will be the champion of the guest experience, ensuring every touchpoint reflects genuine hospitality, personalised service and seamless delivery. Working closely with Housekeeping, Food & Beverage, Reservations, Maintenance and Sales, you will drive collaboration across departments to create exceptional and memorable stays.

Key responsibilities include:

• Overseeing the daily Front Office operations with a focus on guest satisfaction and team support.
• Managing night audit accuracy in collaboration with our Financial Controller.
• Preparing forecasts and monthly reports to track key performance indicators.
• Ensuring public areas meet cleanliness and presentation standards.
• Leading by example and embodying the Accor Heartist Values.
• Supporting VIP guests and managing group requirements with care and precision.
• Drive continuous improvement initiatives to enhance guest satisfaction and operational efficiency.
• Establish and maintain premium service standards across all guest touchpoints.
• Analyse guest feedback, NPS, online reviews and service trends to identify improvement opportunities.
• Develop and implement systems, procedures and service workflows that improve team effectiveness and guest outcomes.
• Lead, coach and inspire the Front Office team to deliver personalised and memorable experiences.
• Lead the evolution of the guest experience and service culture across the resort.
• Act as the key escalation point for guest relations matters and service recovery opportunities.
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