Night Manager

Company Description Embark on a journey of luxury and excellence with Sydney’s iconic first international 5-star hotel Sofitel Sydney Wentworth offers an unforgettable luxury escape, where guests discover the perfect blend of the French Zest and Sofitel luxury. Following the successful relaunch and transformation of Sydney’s iconic landmark, we are setting a new benchmark for excellence. Discover the perfect blend of classic European style and Sofitel Luxury, with 436 beautifully appointed rooms and suites, modern meeting and event spaces, contemporary cuisine with a French twist, and our executive club lounge – Club Millésime. Why Sofitel Sydney Wentworth? Ideally situated in the heart of central Sydney’s business and shopping districts, conveniently located near all public transport routes (trains, metro, buses, ferries and light rail). Industry benefits worldwide on parking, accommodation, dining and lifestyle services. Enhanced parental leave program. Job Description Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation. Provide supervision and support to the Front Office team and other departments when required. Ensure department policies and procedures are understood by all employees and observed in tasks performed. Ensure effective communication of new and updated information regarding policies, rates and general hotel information. Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality. Be proficient in the use of all front and back office equipment. Report any computer system errors to the IT Manager or other such manager for immediate rectification. Implement training programs for all employees, conduct induction and skills training. Be aware of room availability and sensitively manage overbooking situations where relocations are required. Make every effort to fill the hotel to 100% occupancy at the highest possible rate. Carry out reception duties as required. Assist, as required, calls for reservations. Supervise night lobby services including car parking, portering, room service, security and public area cleaning. Attend to any disputes referred, ensuring total guest satisfaction. Resolve disputes personally where possible; avoid referring the guest to another person; resolve the issue and offer recover; act quickly to draw the matter to resolution. Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction. Maintain a visual presence in the hotel lobby to assist any areas as required and to greet guests on a regular basis. Create and maintain a work environment that consistently reinforces exceptional customer service. Promote this environment through leader by example. Carry out additional duties as requested by the Front Office Manager or his/her designate. Qualifications Previous experience in Front Office or Night Audit operations within a hotel environment Proven ability to lead and support teams across multiple departments Strong knowledge of hotel procedures, including cash handling, security, and guest confidentiality Proficiency in property management systems (e.g., Opera or similar) and front/back office equipment Excellent communication, interpersonal, and customer service skills Confident in handling guest complaints and resolving issues with professionalism and empathy Demonstrated ability to train, coach, and develop team members Sound organisational and time management skills with the ability to work autonomously overnight Strong problem-solving, decision-making, and conflict-resolution capabilities Commitment to maintaining a safe and secure environment for guests and team members Formal qualification in Hospitality, Tourism, or a related field (desirable) Availability to work overnight shifts, weekends, and public holidays as required Benefits Industry benefits from including exclusive discounts on accommodation, dining, bars and more in over 100 countries with Accor Hotels and our partners. Progressive leave policies including birthday leave and 10 weeks parental leave. Onsite perks including complimentary dry cleaning, $5 lunch buffet and discounted city parking. Most importantly – work with and learn from industry experts with opportunities for development. Our Commitment To Diversity & Inclusion We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know. Please note that full working rights in Australia are required for this role. If you share our passion for hospitality, service excellence, innovation and drive, we would love to hear from you #J-18808-Ljbffr