Company DescriptionAccoris a world leader in the hotel industry, present in 110 countries, with more than 5,000 hotels and 10,000 restaurants and bars.The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces.Accor thus has a portfolio of incomparable brands, led by more than 300,000 employees around the world.More than 65 million members benefit from the group's complete loyalty program, ALL - Accor Live Limitless.Job DescriptionWe are seeking a motivated professional with a passion for service to join ourHotel Service Manager team.We have a number of different manager roles available includingNight Manager, Assistant Manager, Front Office Manager, Operations Manager, and Housekeeping Manager.We are hiring for multiple positions across regional Australian locations outside of Sydney, Melbourne, and Brisbane.As our next Night Manager, you will:Provide support, leadership and guidance to the Front Office overnight teamCoordinate the work flow of the front office night team to ensure that the front office is covered at all times, including meal breaksProvide passionate, knowledgeable and friendly service to external and internal guests at all timesCompletion of property specific night audit proceduresCarry out floor checks, where possibleAssist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and featuresCheck guests in and out of the Property accurately and in a timely mannerGreet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all timesAnswer all telephone calls within three rings in a professional manner according to brand standardRecord guest comments for the information of the Head of DepartmentEnsure accuracy and balancing of till and the department cash float Prepare and distribute daily reportsDocument all transactions and alterations to accountsCarry out transactions foreign currency accuratelyCollect payment of accounts and issue receipts accordinglyEnsure all guest details are fully updated on PMS system to ensure Property information is correctEnsure guests who are not ALL members are briefed on features and benefits and signed up to the loyalty program Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service. Read all communication material at the commencement of each shiftEnsure special requests are actioned appropriately and in a timely mannerMaintain the cleanliness and the presentation of the front desk at all timesEnsure effective communication between other departments and ManagementAs our next Assistant Manager, you will:Supervision, support and training of Front Office Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contactEnsure that all company and department policies and procedures are understood by all Team Members and that they demonstrate their understanding through the performance of their dutiesEnsure effective communication of new or updated information regarding policies, rates or general Property informationConduct departmental meetings to brief Team Members on activities and discuss any issues relevant to the shift. Attend or prepare meetings as and when required by Senior ManagementCarry out all front office reception duties as requiredLead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all timesAssist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and featuresSupervise the reservation area ensuring maximum yield is achieved at all timesEnsure all revenue for the day is accounted for with daily summary being completed to balance daily activityAssist in the preparation of Team Member rosters, ensuring that optimum number of Team Members is achieved within budgetary guidelinesAssist in the recruitment and selection of Team Members for the department, when requiredConducts timely Performance Development Appraisals for Front Office Team Members, when required Organise skills training for Front Office Team Members in conjunction with the Human ResourcesImplement strategies to increase the productivity and morale within the Department in conjunction with the Head of DepartmentEnsure all operating equipment is in good working order, reporting any faults, repairs or cleaning needs to appropriate departmentEncourage and foster an environment of open communication and efficiency between the guest services department and other departmentsBe aware and enforce the Privacy Act with respect to all guestsParticipate in scheduled training and development programs provided by the Property to improve self and department standardEnsure a thorough and clear handover of information to Supervisory Team Members on the following shift in order to ensure continuity of serviceAs our next Operations Manager, you will:Handles all guest or owner complaints immediately in a friendly manner• Assists the General Manager in ensuring a fair and equitable distribution of revenue to all unit ownersBuild and foster a strong relationship with all unit ownersMaintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the PropertyEnsures a smooth, efficient day-to-day operation of the Property.Assists the General Manager in the direction of the property services and operations, liaising with all Departments as required.Relief coverage for the General Manager in their absence.Provides essential feedback to the General Manager on the status of the property operations and the departments.Provides ongoing guidance, leadership and support to the General Manager, Heads of Department and Front Line team. Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times.Deal effectively with guest complaints and feedback in an efficient and professional manner.Conducts regular Head of Department meetings to improve and maintain guest service standards and record minutes of these meetings.Recommends and implements revenue strategies to improve guest comfort and ensure innovation of service levels are maintained.Encourage and foster an environment of open communication and efficiency between Departments and wider Shared Services teams to ensure overall financial success of the Property.Ensures departments are ready for peak service periods and are staffed accordingly.Be conversant with all tiers of the rate structure.Liaison with Sales & Marketing to maximise sales opportunities by effective promotion, advertising and marketing.Cultivation and maintenance of a positive sales culture maximising up-selling and on-selling.As our next Front Office Manager, you will:Handles all guest or owner complaints immediately in a friendly manner• Works with the General Manager to ensure a fair and equitable distribution of revenue to all unit ownersBuild and foster a strong relationship with all key stakeholdersMaintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the PropertySupervision, support and training of Front Office Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contactWorks operationally in the Front Office as dictated by trading patterns and when requiredLead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all timesSupervise the reservation area ensuring maximum yield is achieved at all timesAccountable to the General Manager for the productivity of the department, within the budgetary guidelinesRecommends and implement strategies to improve guest comfortPrepares schedules for renovation of guest rooms, in conjunction with Housekeeping and Maintenance Managers as requiredEncourage and foster an environment of open communication and efficiency between the guest services department and other departmentsWork closely with the Housekeeping Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframesBe aware and enforce the Privacy Act with respect to all guestsParticipate in scheduled training and development programs provided by the Property to improve self and department standardAs our next Housekeeping Manager, you will:Plan and coordinate all work activities in the Housekeeping department ensuring all tasks are completed at or above the required standard and within specified timeframesAccountable to the General Manager and Operational Housekeeping Manager for the productivity of the department, within the budgetary guidelinesCarry out regular inspections of all areas of the property in conjunction with the Maintenance Manager to ensure that all facilities are being cleaned and maintained according to Health and Safety standardsEnsure that the department is prepared for any changes in business levels.Maintain the appearance and cleanliness guest rooms and Property grounds, ensuring maximum guest comfort at all timesWork closely with the Rooms Division Manager / Front Office Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframesLiaises with outside contractors with regard to laundry and cleaning material servicesOrder and control all Housekeeping inventory, including chemicals, linen and suppliesPrepares schedules for renovation of guest rooms, in conjunction with Front Office and Maintenance Managers as requiredCommunicate with all departments to ensure that the Housekeeping department‘s activities are understood and executedAssists in the yearly preparation of the budget as requiredPrepares accurate weekly, monthly and yearly reports as requiredRecommends and implement strategies to improve guest comfortParticipate in scheduled training and development programs provided by the Accor Acedemie / Property to improve self and department standards, and attend departmental meetings as requiredAssist guests with all enquiries handle complaints and provide accurate information to guests about Property facilities and servicesQualificationsA vibrant, and outgoing personality in order to engage with guests and ensure they have a memorable stayThe ability to maintain a high level of personal presentation as an ambassador for the hotel at all timesThe flexibility to work shifts including early mornings, evenings and weekendsA person with proven leadership experience within a hotel environmentKnowledge of Sihot PMS advantageousSomeone with previous experience in a Front Office hospitality roleAdditional InformationAssistant & Night Manager Annual Base Salary: $73,359 - $77,000 (gross)FOM, Operations Manager, Housekeeping Manager Annual Base Salary Range - $73,359 - $85,000 (gross) based on experience and qualifications
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