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Luxury Hotel Operations Manager
3 weeks ago
Job Title: Luxury Hotel Operations Manager
Job Description:We are seeking a highly skilled and experienced Luxury Hotel Operations Manager to oversee the hotel's overnight operations.
The successful candidate will be responsible for ensuring a smooth, secure, and exceptional guest experience. This includes managing Front Office operations, handling late check-ins, resolving guest concerns promptly, and leading the team with confidence during any emergencies.
This is a unique opportunity to join a dynamic team and make a real difference in delivering luxury experiences to our guests.
Key Responsibilities:- Ensure guests are greeted upon arrival and interact effectively with guests. Respond appropriately to guest complaints, solicit feedback, and build relationships that drive continuous improvements in guest satisfaction.
- Drive team performance related to soft skills with particular focus on Guest Love, Loyalty Recognition, and Problem Handling.
- Assist in developing and implementing quarterly action planning to achieve optimum guest satisfaction through Heartbeat and social media (Tactical Solve).
- Use IHG metric tools/audits to ensure total guest satisfaction and hotel compliance with brand standards.
- Mentor, coach, and provide regular feedback to colleagues to enhance performance and drive their development.
- Plan for future staffing needs in a timely manner, completing all stages of IHG Recruitment on-boarding.
- Support teamwork and quality service through daily communication and coordination with other departments.
- Ensure all hotel service team members provide guests with prompt service, professional attention, and personal recognition.
- Handle credit and financial transactions securely. Maintain cashiers float and hotel safe, ensuring accurate daily report of all money received, perform audit balances, and prepare works for audit in an orderly fashion.
- Hold full working rights in Australia without restrictions.
- Prior experience working at a luxury hotel is preferred.
- Mandatory certifications include RSA, First Aid Qualifications, and Drivers License.
- Tertiary qualifications in Hotel Management and/or in Business Administration related field preferred.
- Possess passion for providing luxury experiences and not shy to go above and beyond to personalize Guests stay and provide local wisdom to enhance their experience.
- Able to work flexibly as rostered, including nights, weekends, and public holidays.
- Impeccable grooming standards and good personal hygiene.
- An organized approach, ability to handle large amounts of information at once, and deal with various requests simultaneously.
- Good communication and writing skills.
- Able to manage complex relationships along with demonstrated ability to interact with guests, staff, and third parties that reflects highly on the Hotel, the brand, and IHG.
- Physical fitness as you'll be on your feet most of the day.
