Hotel Service Manager - Night Manager, Assistant Manager, Front Office Manager, Operations Manager

Company Description

Accor is 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 Description

We are seeking a motivated professional with a passion for service to join our Hotel Service Manager team.

We have a number of different manager roles available including Night Manager, Assistant Manager, Front Office Manager, Operations Manager, and Housekeeping Manager.

We are hiring for multiple positions across Sydney, Melbourne, and Brisbane!

As Our Next Night Manager, You Will

Provide support, leadership and guidance to the Front Office overnight team
Coordinate the work flow of the front office night team to ensure that the front office is covered at all times, including meal breaks
Provide passionate, knowledgeable and friendly service to external and internal guests at all times
Completion of property specific night audit procedures
Carry out floor checks, where possible
Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
Check guests in and out of the Property accurately and in a timely manner
Greet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all times
Answer all telephone calls within three rings in a professional manner according to brand standard
Record guest comments for the information of the Head of Department
Ensure accuracy and balancing of till and the department cash float
Prepare and distribute daily reports
Document all transactions and alterations to accounts
Carry out transactions foreign currency accurately
Collect payment of accounts and issue receipts accordingly
Ensure all guest details are fully updated on PMS system to ensure Property information is correct
Ensure 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 shift
Ensure special requests are actioned appropriately and in a timely manner
Maintain the cleanliness and the presentation of the front desk at all times
Ensure effective communication between other departments and Management

As 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 contact
Ensure 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 duties
Ensure effective communication of new or updated information regarding policies, rates or general Property information
Conduct 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 Management
Carry out all front office reception duties as required
Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times
Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
Supervise the reservation area ensuring maximum yield is achieved at all times
Ensure all revenue for the day is accounted for with daily summary being completed to balance daily activity
Assist in the preparation of Team Member rosters, ensuring that optimum number of Team Members is achieved within budgetary guidelines
Assist in the recruitment and selection of Team Members for the department, when required
Conducts timely Performance Development Appraisals for Front Office Team Members, when required
Organise skills training for Front Office Team Members in conjunction with the Human Resources
Implement strategies to increase the productivity and morale within the Department in conjunction with the Head of Department
Ensure all operating equipment is in good working order, reporting any faults, repairs or cleaning needs to appropriate department
Encourage and foster an environment of open communication and efficiency between the guest services department and other departments
Be aware and enforce the Privacy Act with respect to all guests
Participate in scheduled training and development programs provided by the Property to improve self and department standard
Ensure a thorough and clear handover of information to Supervisory Team Members on the following shift in order to ensure continuity of service

As Our Next Operations Manager, You Will

Handles all guest or owner complaints immediately in a friendly manner