Hotel Service Manager

Company DescriptionAccor 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 DescriptionWe are seeking a motivated professional with a passion for service to join our Hotel Service Manager team.We are hiring for multiple positions across Sydney, Melbourne, and BrisbaneAs 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 the 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:Supervise, support, and train 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.Conduct 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 the 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 standards.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:Handle all guest or owner complaints immediately in a friendly manner.Assist the General Manager in ensuring a fair and equitable distribution of revenue to all unit owners.Build and foster a strong relationship with all unit owners.Maintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the Property.Ensure a smooth, efficient day-to-day operation of the Property.Assist the General Manager in the direction of the property services and operations, liaising with all Departments as required.Provide relief coverage for the General Manager in their absence.Provide essential feedback to the General Manager on the status of the property operations and the departments.Provide 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.Conduct regular Head of Department meetings to improve and maintain guest service standards and record minutes of these meetings.Recommend and implement 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.Ensure 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.Cultivate and maintain a positive sales culture maximising up-selling and on-selling.As our next Front Office Manager, you will:Handle all guest or owner complaints immediately in a friendly manner.Work with the General Manager to ensure a fair and equitable distribution of revenue to all unit owners.Build and foster a strong relationship with all key stakeholders.Maintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the Property.Supervise, support, and train Front Office Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact.Work operationally in the Front Office as dictated by trading patterns and when required.Lead by example in providing passionate, knowledgeable, and friendly service to external and internal guests at all times.Supervise the reservation area ensuring maximum yield is achieved at all times.Accountable to the General Manager for the productivity of the department, within the budgetary guidelines.Recommend and implement strategies to improve guest comfort.Prepare schedules for renovation of guest rooms, in conjunction with Housekeeping and Maintenance Managers as required.Encourage and foster an environment of open communication and efficiency between the guest services department and other departments.Work closely with the Housekeeping Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes.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 standards.As 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 timeframes.Accountable to the General Manager and Operational Housekeeping Manager for the productivity of the department, within the budgetary guidelines.Carry 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 standards.Ensure that the department is prepared for any changes in business levels.Maintain the appearance and cleanliness of guest rooms and Property grounds, ensuring maximum guest comfort at all times.Work closely with the Rooms Division Manager / Front Office Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes.Liase with outside contractors with regard to laundry and cleaning material services.Order and control all Housekeeping inventory, including chemicals, linen, and supplies.Prepare schedules for renovation of guest rooms, in conjunction with Front Office and Maintenance Managers as required.Communicate with all departments to ensure that the Housekeeping department's activities are understood and executed.Assist in the yearly preparation of the budget as required.Prepare accurate weekly, monthly, and yearly reports as required.Recommend and implement strategies to improve guest comfort.Participate in scheduled training and development programs provided by the Accor Academie / Property to improve self and department standards, and attend departmental meetings as required.Assist guests with all enquiries, handle complaints, and provide accurate information to guests about Property facilities and services.QualificationsA vibrant, and outgoing personality in order to engage with guests and ensure they have a memorable stay.The ability to maintain a high level of personal presentation as an ambassador for the hotel at all times.The flexibility to work shifts including early mornings, evenings, and weekends.A person with proven leadership experience within a hotel environment.Knowledge of Sihot PMS advantageous.Someone with previous experience in a Front Office hospitality role.Additional 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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