Hotel Services Team Leader

2 weeks ago

Perth, Western Australia Holiday Inn Full time

Travel is a journey. At Holiday Inn, we help make it a joy.

Starting with a warm, inviting welcome for all guests, whether our guests are traveling on business or for fun, enjoying a quick night, or relaxing for the week, we thrive on making our guests stays brighter and helping them create memories that will last a lifetime. Irresistible smiles are our , if you can help us spread the joy of travel to all, we'd love to give you a warm welcome to the Holiday Inn family.

Historical charm meets modern chic at Holiday Inn West Perth. Conveniently located along Hay Street, our hotel provides easy access to shopping and dining options in the heart of West Perth and Subiaco. Iconic landmarks such as Kings Park and Botanic Garden, and the Fraser Avenue Lookout are located only moments away from the hotel, offering the best views of the city. Guests can ease into the comfort of one of our 101 modern and comfortable rooms and enjoy some amazing food from our delicious menu at Perth's favourite Italian restaurant – Julio's.

First impressions count. To get our guests' memorable experiences off to an unforgettable start, we're looking for a Hotel Services Team Leader who can lead and inspire our team to deliver our guest promise in both our Food and Beverage services and Front Office operations, ensuring our guest feel right at home and have a memorable stay at our hotel.

Is there anyone more welcoming than a smiling face? As the Hotel Services Team Leader, you'll be a helpful host, a local expert, a proud brand ambassador and most importantly, you'll lead your team by example. Whether you're welcoming our guests to the hotel at check-in, preparing beverages or serving them delicious food, you'll be devoted to creating memorable experiences throughout their hotel experience. You'll be trained in Front Office and Food and Beverage Services and able to lend support to all departments of the hotel when required.

Every day is different, but you'll mostly be:

  • Leading and coordinating the team in accordance with standard operating procedures.
  • Coaching, mentoring, on boarding and training of team members.
  • Ensuring the responsible service of alcohol guidelines and practices are maintained at all times.
  • Assist when required with preparing department rosters.
  • Ensure team member timecards and schedules are maintained and updated on a daily basis.
  • Be responsible for opening and closing duties to ensure correct cashiering procedures are followed in accordance with hotel standards.
  • Inspiring and motivating the team to achieve monthly targets.
  • Ensuring all team members provide our guests and each other with exceptional customer service throughout all guest touch points.
  • This role is operational based so you will be leading the team by example;
    • Kicking off truly memorable guest experiences with the warmest of welcomes in all areas of the hotel.
    • Acknowledging IHG One Rewards members and returning guests in person or over the phone.
    • Taking, managing, and receiving payments for guest bookings.
    • Making the check-in and check-out process feel swift and seamless.
    • Assist with resolving guest problems or issues to ensure they leave having had a wonderful stay.
    • Preparing and serving food and drinks to high standards.
    • Staying one step of our guests' needs to anticipate requests and offer tailored recommendations.
    • Being our guests' trusted contact – helping with everything from bill issues to restaurant recommendations.

What we need from you:

  • Previous experience in Restaurant, Bars, Conference & Events or Hotel Front Office related positions is highly regarded.
  • Previous experience leading a team is not a requirement however highly regarded.
  • Valid Responsible Service of Alcohol Certificate.
  • Qualifications in Hotel or Hospitality Management and in Food & Beverage or Front Office related field preferred.
  • Excellent written and verbal communication skills and ability to communicate with varied audiences.
  • Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
  • Availability to work a rotating roster, including, mornings, evenings, weekends and Public Holidays. Open availability is highly advantageous.
  • Literacy skills - reading, writing and basic math's skills.
  • A team player, ability to work in a fast-paced environment and priorities your own workload as well as jump in and help your colleagues as needed.
  • Fluency in the local language - extra language skills would be great, but not essential.
  • Computer System savvy, you'll have experience using hotel property management (OPERA) and point of sale system (Infosays) or other similar relatable systems.

Applicants must have Australian working rights.

What you can expect from us:

Join our extraordinary world and experience a place where you can be yourself, share your ideas, support your personal growth and wellbeing, and be a valued member of an inspirational team. You'll be rewarded for your hard work with a suite of benefits that supports you and your family's wellbeing, including:

  • Paid birthday leave
  • Hotel perks like accommodation and food & beverage discounts
  • Enhanced paid parental leave
  • Proactive health days and flexible work options
  • Your career journey will be supported through our lifelong development program
  • IHG Career Milestone celebrations
  • Transfer of entitlements as you move and grow with IHG
  • Access to our discount retail platform that makes your pay for even further

We are proud to be IHG and we know you will be too. Visit to find out more about us.

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