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Hotel Manager

4 months ago

Melbourne, Australia Clarion Suites Gateway Full time

**Hotel Manager**

**Who we are**

Located in the city center of Melbourne, Clarion Suites Gateway is an all-suites four-star hotel under the international Clarion brand of Choice Hotels Asia - Pac, with over 270 hotels nationally.

We are currently seeking an experienced and passionate Hotel Manager to join our Front Office Team on a full-time basis, this role is a hands-on approach position
- it involves operational duties and exceptional public relations delivery to hotel guests.

**About the Role**:

- You will be presenting the hotel at Front Office and of the utmost importance is to deliver exceptional customer service based on our Customer Service Program with the view of exceeding hotel guest expectations.
- Directing and overseeing reservation, reception, room service, and housekeeping activities
- Provide staff with support so that from our client's perceptive we have professional, efficient, and friendly staff.
- Provide an adequate profile in the hotel to ensure that the correct procedures are carried out.
- To ensure that all rostered staffs are on duty and in proper uniform as outlined in the staff handbook.
- Liaise with the department head/supervisor for the replacement of any absent staff members.
- To ensure that all outlets and public areas are kept clean and tidy at all times.
- Supervising security arrangements and garden and property maintenance.
- Planning and supervising bar, restaurant, function, and conference activities.
- Observing liquor, gaming, and other laws and regulations.
- Ensuring compliance with occupational health and safety regulations
- Undertake ongoing in-house / external marketing / promotional activities
- Undertake sales and marketing activities with a focus on stimulating production in the South American markets.
- Undertake sales and marketing activities promoting Food and Beverage at the hotel
- Filling in Department Head shifts where necessary
- Attending Management meetings on a regular basis

**Customer Service**:

- Ensure the highest level of customer service is maintained.
- Assessing and reviewing customer satisfaction.
- Be available at all times for guest complaints and to ensure the highest possible level of guest satisfaction is achieved.
- Ensure that policies and procedures are customer focused based on Customer Service Tool and report any inconsistencies to senior management for review.
- Monitor first-time guests to determine the source of business and feedback on goods & services.
- Offer a superior level of courtesy to guests at every opportunity, exceeding their expectations of helpfulness and efficiency.
- Monitor and evaluate guest demands, special requests, complaints, and suggestions and initiate appropriate action.

**Communication**:

- Attendance will be required at meetings.
- Ensure that undertakings and outcomes of these meetings are followed up and communicated to the relevant staff or department.

**Statutory Responsibilities**:

- Must abide by OH&S, licensing laws, and the Australian Hotels Association Victorian Award as laid out by Victorian Government legislation.
- All staff issues over the functioning of the hotel are to be reported to General Manager for address.
- Must abide by the Sexual Harassment and Discrimination Act.
- Senior Management is available via Mobile phones after hours for matters of importance. Non-important matters are to be documented and reported directly to Senior Management.

**About You**:

- Minimum 2 years experience in Hotel Management, Reception, Night Audit, and/or Front Office supervisory role.
- Knowledge of Opera/Micros or a similar PMS as a preference.
- Excellent communication skills, and the ability to resolve challenges as they arise.
- Excellent customer service skills.
- Exceed guest expectations with a” Yes I Can attitude”
- The successful applicant should have experience in Reception, Night Audit, and Front Office supervisory roles.
- This position will involve mainly morning and evening shifts, all weekends, and Public Holiday shifts.

**The Offer**:

- Base Salary Gross of $68,000
- In addition to the wages, the Superannuation Rate Guarantee is currently at 10.5%

We will provide you with a professional work environment and career advancement opportunities

**Salary**: $68,000.00 per year

**Benefits**:

- Salary packaging

Schedule:

- 8 hour shift
- Afternoon shift
- Day shift
- Weekend availability

Work Location: In person