Lead Hotel Operations Manager

5 days ago

Blacktown, New South Wales, Australia Mercure Full time
About Us

Mercure Sydney Blacktown is a vibrant hotel situated in a cultural hub, offering guests easy access to local attractions like Featherdale Wildlife Park, Raging Waters, Eastern Creek Raceway, and Sydney Zoo.

We are part of Accor, the world's largest and fastest-growing hotel group with over 5,000 properties across 90 countries. Our team consists of hospitality experts who share a passion for delivering exceptional service and creating unforgettable experiences for our guests.

Job Overview

We are seeking an experienced Lead Hotel Operations Manager to join our team at Mercure Sydney Blacktown. As a key member of our leadership team, you will be responsible for ensuring the smooth operation of our hotel, maintaining high standards of customer service, and driving business growth.

Key Responsibilities
  • Assist and oversee the day-to-day operations of the Front Office team, working closely with housekeeping, maintenance, and Food & Beverage teams to ensure seamless delivery of services.
  • Supervise and motivate team members, providing guidance and support to help them grow professionally and deliver exceptional results.
  • Collaborate with the FOM and GM on projects and new team member onboarding, ensuring a smooth transition and effective implementation of new ideas.
  • Take ownership of guest interactions, ensuring positive and productive experiences that exceed expectations.
  • In the absence of the General Manager/Front Office Manager, take charge of the hotel's operation, maintaining high standards of customer service and ensuring business continuity.
  • Actively resolve guest complaints and challenges, striving to find mutually beneficial solutions.
  • Provide visible management support and presence on the Front Desk and in the lobby during peak hours, fostering a welcoming atmosphere and setting a positive tone for our guests.
  • Process check-ins and check-outs, respond to emergency situations, and assist with food and beverage preparation as needed.
Requirements
  • Relevant experience in the hotel industry, with a strong background in assistant management or duty management.
  • Proficiency in Microsoft Outlook, Microsoft Office, and Opera, with excellent technical skills.
  • A focus on guest obsession, flexibility, and ability to thrive in fast-paced environments.
  • Strong leadership qualities, with the ability to motivate and support colleagues, promoting open communication within the team.
  • Clear and confident communication skills, both written and verbal.
  • A valid RSA certificate, first aid training, and willingness to obtain food safety certifications.
  • Availability to work a rotating roster, including mornings, evenings, and weekends, with occasional overnight shifts.
What We Offer
  • An opportunity to work with a dynamic team, develop your skills, and advance your career in a global hospitality leader.
  • A chance to contribute to the success of our hotel, make a meaningful impact, and feel proud of your achievements.
  • The possibility to learn from experienced professionals, gain new insights, and develop your expertise.
Estimated Salary Range: $70,000 - $90,000 per annum

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