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Front Office Manager

Mantarays Ningloo Beach Resort - Exmouth, WA

Hospitality, Travel & Tourism
Source: uWorkin


About the business and the role

Mantarays Ningaloo Beach Resort is a magnificent 4.5 Star resort, right on Sunrise Beach in Exmouth, Western Australia, at the gateway to the World Heritage-listed Ningaloo Reef and the Cape Range National Park. The resort's enviable location provides a convenient, casual, yet stylish base for visitors to explore this fascinating area. Metres from the waterline, the resort is the only beachside front property in Exmouth.

The boutique resort has 68 rooms and boasts the award winning Mantaray's Restaurant, which is open for breakfast, lunch and dinner 7 days a week - the beachfront location creates a great environment for sunset drinks and cocktails. There are function facilities and the resort hosts a range of group bookings, intimate weddings and select conferences throughout the year.

The Front Office / Reception area is the first point of entry for all guests coming into the resort. The Front Office Manager is responsible for creating a welcoming and positive environment and ambience to greet guests and visitors to the resort.

The role is challenging and requires dedication and the ability to multi-task to meet the work schedule and job demands in a busy boutique resort. It would suit a very well organised person with a strong work ethic, who is flexible and adaptive to the changes of a dynamic hospitality environment. The suitable candidate would enjoy a challenge, be driven to provide excellent customer service and would positively contribute to the small management team at the resort.

Job Requirements:

Duties Include:

  • Day to day operation of the Front Desk / Reception function
  • Guest Services
  • Rostering
  • Recruitment & training
  • Ordering of stock, including gift shop
  • Group organisation & coordination

Job tasks and responsibilities

The Front Officer Manager (FOM) is responsible for the day to day management of all aspects of the Front Desk and Reception areas of the resort. The position is a hands-on, front of house, operational role and is expected to be visible and influential across every area of guest services.

In addition to the day-to-day operation of the front desk and the team, the FOM is responsible for:

  • Group Bookings – manage, oversee and administer Group bookings at the resort (both Series and Ad Hoc groups). Note, this part of the role will be transitioned from the Rates Manager, once sufficient in-house training and experience is gained. The Guest Services Officer is currently set up for dual reporting due to this function, but will also be transitioned at the appropriate time.
  • Finance – work closely with the Finance Officer to ensure all information and data associated with invoicing (Accounts Receivable) if provided in an accurate and timely manner.
  • Recruitment – Identify staffing levels and ensures proactive recruitment and rostering occurs in accordance with resort occupancy levels and guest needs.
  • Training – Training staff to provide a very high level of guest services in relation to all facets of the Front Desk/Reception for the resort.
  • Ordering stock for both the front desk department and gift shop and effective stock control processes (ie. inventories for stocktake purposes).
  • Quality Auditing and Assurance – including monitoring to applicable standards, continuous improvements, process control and documentation (including internal training procedures).

Reports to:

  • Executive Director (General Manager)
  • Is part of the MNBR Management Team

Works with:

  • Food & Beverage and Operations Manager
  • Rates Manager
  • Head Chef
  • Maintenance Manager
  • Housekeeping Manager

Direct Reports:

  • Front Desk Supervisor (as applicable)
  • Front Desk Attendants
  • Guest Services Officer

Requirements for position:

  • Previous Management experience in a service-based industry, with a minimum three (3) years in the hospitality industry preferred;
  • Excellent customer services and highly effective communication skills;
  • Experience with Hospitality software eg. OPERA/PMS; RMS or similar;
  • Strong organisational skills, with the ability to multi-task and prioritise work flow for the overall Reception function and individual responsibilities;
  • The ability to address and deal with customer complaints and guest issues at the resort;
  • Demonstrated experience in the development and delivery of effective and efficient site-specific training programs;
  • Strong awareness and adherence to Occupational, Safety & Health (OS&H) regulations, including holding a current COVID Hygiene Training Certificate;
  • Ability to foster and promote a safe, friendly and inclusive working environment for the Front Desk / Reception team and ensure an effective integration and working relationship with other departments of the resort;
  • Maintain a very high standard in personal presentation and workplace cleanliness standards;
  • Current Western Australian Driver’s Licence (without restrictions);
  • A current satisfactory National Police Clearance Certificate;
  • Current First Aid qualification will be highly regarded.