Hotel Duty Manager Holiday Inn Express SYD Airport (RC)
Join to apply for the Hotel Duty Manager Holiday Inn Express SYD Airport (RC) role at Affinity Migration Group Pty Ltd .
Pro-invest Hotel Operating 7 Pty Ltd, trading as Holiday Inn Express Sydney Airport
Holiday Inn Express Sydney Airport is in the Hospitality sector/industry. It opened in 2018 and it is an internationally renowned brand which falls under the umbrella of the InterContinental Hotels and Group (IHG). This hotel is specifically designed to provide comfortable and affordable accommodation for travellers who require a convenient place to stay before or after their flights. It caters to both business and leisure travellers, offering a range of services and amenities to enhance guest experience.
We are on the lookout for a Hotel Duty Manager to join our team on a full-time basis at the Holiday Inn Express Sydney Airport, 2/12 Sarah St, Mascot NSW 2020.
Job Overview
As Duty Manager, you will drive the overall engagement and product quality of the operation by managing and coordinating activities to maximise performance, profitability and return on investment. Create a positive and productive work environment, ensure superior guest service is delivered, providing direction to employees to complete their duties and ensure compliance with quality and brand standards. You will adhere to the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements and will implement policies, procedures and provide support on hotel operating systems. There is an expectation that you will be flexible to support other properties as required within your area, or by agreement in another State.
Duties And Responsibilities
FINANCIAL RETURNS
1. Use company and IHG systems and processes to maximise revenue.
2. Ensuring internal audit compliance is understood and executed.
3. Ensure cash security procedures are adhered to, including following the hotel Cash Float Policy.
4. Ensure stock control and ordering are in line with business needs.
5. Manage the daily ordering and raising of purchase orders as required and as directed.
6. Liaise with the team accepting deliveries on stock variances and/or damaged stock, ensure it has been followed up with the supplier for replacement or reimbursement.
7. Ensure the team are trained & competent in accepting & denying deliveries from suppliers.
8. Understand forecast and business needs and strategies.
9. Assist in controlling and monitoring departmental costs on an ongoing basis to ensure performance against budget, maintain cost efficiencies and work within allocated manning budgets.
10. Roster to the business needs and work with the Hospitality Industry (General) Award 2010 (HIGA) to ensure efficiencies are controlled.
11. Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
PEOPLE
1. Assist the Hotel Manager in directing day-to-day staffing requirements, plan and assign work, and assist in the establishment of performance and development goals for team members.
2. Ensure you and all colleagues strictly adhere to brand standards for presentation, grooming and punctuality.
3. Working with the Express Supervisor / Express Agent provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance.
4. Recognise high potential employees and assist in their development plan and ambition.
5. Work with the Express Supervisor & Senior Express Agent to train team members in compliance with brand standards, service behaviours, and governmental regulations.
6. Ensure employees are kept up to date with benefits and recognised for their contributions, utilising the Pro-invest Hotels Groups Reward and Recognition program.
7. Promote teamwork and quality service through regular and daily communication and coordination with other departments.
8. Encourage participation in Colleague Heartbeat Survey, share results as directed by the Hotel Manager and assist in putting plans in place for continuous improvement.
9. Assist the Hotel Manager in recommending or initiating disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
10. Assist in planning for future staffing needs, including conducting recruitment tasks as assigned.
11. Deliver and/or attend required training sessions and ensure that any pre and post-course work is completed by the due date.
12. Ensure all employees are conducting consistent and detailed shift handovers with oncoming shift where required.
13. Develop and maintain cohesive working relationships within immediate team, and wider hotel team.
14. Attend and participate in daily hotel briefings, meetings, and training sessions as scheduled.
Guest Experience
1. Work with Senior Express Agents / Express Agent to ensure Front of House employees provide guests with prompt service, professional attention, and personal recognition.
2. Ensure guests are greeted upon arrival and make time to interact effectively with guests.
3. Respond appropriately to guest complaints and feedback, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
4. Ensure all feedback is responded to and closed out in a timely manner.
5. Respond to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges.
6. Ensure the hotel log is being used correctly, recording and communicating guest issues.
7. Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
8. Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIPs and other key guests, or other special guest needs.
9. Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
10. Deliver meaningful and informative daily briefings at the start of each shift; celebrate hotel wins, share guest feedback, hotel metrics results and provide direction for the day.
11. Develop and maintain a 100% IHG Rewards Club recognition and drive culture on all different guest touch points, with particular emphasis on exceeding IHG Enrolment targets.
12. Check with Front Office employees to ensure reservations requests have been entered into the PMS and ensure inventory balances.
13. Do everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.
14. Be ready and willing to work at other hotels as needed.
RESPONSIBLE BUSINESS
1. Maintains exemplary department standards of behaviour and appearance and attitude as expected in an IHG Brand.
2. Inspects front of house and back of house regularly for cleanliness.
3. Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.
4. Work with the Hotel Manager to ensure the Green Engage data is relevant and performance is in line with expected targets.
5. Adhere to procedures and guidelines relating to specific occupational health and safety issues within the Hotel.
6. Be vigilant with regards to employee, guest and contractor safety and security.
7. Evaluate employee performance with reference to occupational health and safety responsibilities and performance standards.
8. Conduct training in line with local and company minimum requirements relating to fire and emergency evacuation procedures.
9. Act as a central communication point during emergency/crisis situations.
10. Maintain all procedures and adhere to them within the Pro-invest Hotels Group guidelines.
11. Champion the identification and reporting of hazards, evaluation of risks, and design and the implementation of hazard and control measures.
Qualifications And Requirements
Required Skills
1. Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
2. A high energy level and a passion for achieving superior results.
3. Ability to lead in a competitive environment.
4. Strong leadership skills in managing teams to drive for results.
5. Ability to manage complex relationships.
6. You must meet the appropriate legal requirements to work in Australia.
Experience
Previous Managerial Experience. Type and level of experience required may vary slightly based on size and complexity of operation.
Salary: $73,150 - $80,000 (exclusive of super)
Seniority level
* Associate
Employment type
* Full-time
Job function
* Management and Manufacturing
* Legal Services
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