Senior Duty Manager Holiday Inn Express Mascot

Senior Duty Manager Holiday Inn Express Mascot (RC) Mascot, NSW, Australia

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 if the InterContinental Hotels and Group (IHG). This hotel is specifically designed to provide comfortable and affordable accommodation for travellers who require a convenience 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 Senior 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 Senior 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.

Our Service Style, Mission Made Easy, is built upon three Service Behaviours that drive everything we do:

• Be Ready we know our guests want a smooth and hassle-free stay, one that doesn’t break their flow. We are here to help them do this in simpler, smarter ways. Keeping one step ahead so we’re always ready.
• Be Engaging our guests are more than a reservation, they deserve our care and attention. Which means real connections from real people, smart, warm, and purposeful.
• Be On It We know what matters. If any issues arise, we get right on it and resolve them quickly. We look for opportunities to help our guests and we take them, the more we do this, the more they come back.

DUTIES AND RESPONSIBILITIES 

FINANCIAL RETURNS 

• Use company and IHG systems and processes to maximise revenue.
• Ensuring internal audit compliance is understood and executed.
• Ensure cash security procedures are adhered to, including following the hotel Cash Float Policy.
• Ensure stock control and ordering are in line with business needs.
• Manage the daily ordering and raising of purchase orders as required and as directed.
• 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.
• Ensure the team are trained & competent in accepting & denying deliveries from suppliers.
• Understand forecast and business needs and strategies.
• 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.
• Roster to the business needs and work with the Hospitality Industry (General) Award 2010 (HIGA) to ensure efficiencies are controlled.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.

PEOPLE 

• 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.
• Ensure you and all colleagues strictly adhere to brand standards for presentation, grooming and punctuality.
• Working with the Express Supervisor / Express Agent provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance. Follow the Pro-invest Hotels Group Review cycle to ensure front line employees receive regular formal feedback.
• Recognise high potential employees and assist in their development plan and ambition.
• Work with the Express Supervisor & Senior Express Agent to train team members in compliance with brand standards, service behaviours, and governmental regulations.
• Ensure employees are kept up to date with benefits and recognised for their contributions, utilising the Pro-invest Hotels Groups Reward and Recognition program.
• Promote teamwork and quality service through regular and daily communication and coordination with other departments.
• Encourage participation in Colleague Heartbeat Survey, share results as directed by the Hotel Manager and assist in putting plans in place for continuous improvement.
• 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.
• Assists in planning for future staffing needs, including conducting recruitment tasks as assigned.
• Deliver and/or attend required training sessions and ensure that any pre and post-course work is completed by the due date.
• Ensure all employees are conducting consistent and detailed shift handovers with oncoming shift where required.
• Develop and maintain cohesive working relationships within immediate team, and wider hotel team.
• Attend and participate in daily hotel briefings, meetings, and training sessions as scheduled.

GUEST EXPERIENCE 

• Work with Senior Express Agents / Express Agent to ensure Front of House employees provide guests with prompt service, professional attention, and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests.
• Respond appropriately to guest complaints and feedback, solicit feedback and build relationships that drive continuous improvements in guest satisfaction. Ensure all feedback is responded to and closed out in a timely manner.
• Responds to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges. Escalating to the Hotel Manager when necessary. Ensure this is accurately recorded in the hotel log.
• Ensure the hotel log is being used correctly, recording and communicating guest issues.
• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
• 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.
• 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.
• Check with Front Office employees to ensure reservations requests have been entered into the PMS and ensure inventory balances
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.
• Be ready and willing to work at other hotels as needed.

RESPONSIBLE BUSINESS 

• Maintains exemplary department standards of behaviour and appearance and attitude as expected in an IHG Brand.
• Inspects front of house and back of house regularly for cleanliness.
• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.
• Work with the Hotel Manger to ensure the Green Engage data is relevant and performance is in line with expected targets.
• Adhere to procedures and guidelines relating to specific occupational health and safety issues within the Hotel.
• Be vigilant with regards to employee, guest and contractor safety and security.
• Evaluate employee performance with reference to occupational health and safety responsibilities and performance standards. When new employees join, guarantee they will receive a thorough induction and conduct refresher training when required.
• Appoint fire and emergency wardens for the hotel.
• Training is conducted in line with local and company minimum requirements relating to fire and emergency evacuation procedures, and for the use of fire, emergency, and other safety equipment.
• Appointment of trained First Aid personnel and provision of First Aid equipment appropriate to the needs of the work undertaken.
• Act as a central communication point during emergency/crisis situations; assist in developing and maintaining relationships with local fire, police, and emergency personnel.
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimise the chance of recurrence.
• Take action with the Property Management Systems (PMS) in emergency situations considering the safety and security of team members and hotel guests as well as oneself and providing direction when appropriate.
• Maintain all procedures and adhere to them within the Pro-invest Hotels Group guidelines, with particular emphasis on hotel credit policy.
• Work in conjunction and cooperate with management in the implementation of WH&S related initiatives.
• Conversant with the Emergency Response Team, to prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc
• Demonstrate a sound awareness of Crisis Management, HACCP & WH&S policies and procedures, including the correct use of PPE and ensuring the timely dissemination of information to all team members.
• Champion the identification and reporting of hazards, evaluation or risks, and design and the implementation of hazard and control measures.
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.
• Perform other duties as reasonably assigned

ACCOUNTABILITY 

Reports to – Hotel Manager or designate

Direct reports – 

• Express Agent
• Senior Express Agent

Indirect reports – 

• Indirectly supervises all employees, including contracted labour (Housekeeping and Food & Beverage), whilst on shift each day.

Key Metrics – 

• Hotel S&W per shift
• Winning Metrics dashboard; Guest Love, Problem Handling, Overall Breakfast, Rewards Club recognition and enrolment targets

QUALIFICATIONS AND REQUIREMENTS 

Required Skills – 

• Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
• A high energy level and a passion for achieving superior results
• You make calm, collected decisions
• Ability to lead in a competitive environment
• Strong leadership skills in managing teams to drive for results
• Ability to manage complex relationships
• 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