Hotel Service Manager

2 weeks ago

Derwent Park, Australia Grupo Mantra Full time
Hotel Service Manager

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,000 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces. Accor thus has a portfolio of incomparable brands, led by more than 300,000 employees around the world. More than 65 million members benefit from the group's complete loyalty program, ALL - Accor Live Limitless.

Key Responsibilities
  • Provide support, leadership and guidance to the Front Office overnight team
  • Coordinate the work flow of the front office night team to ensure that the front office is covered at all times, including meal breaks
  • Provide passionate, knowledgeable and friendly service to external and internal guests at all times
  • Completion of property specific night audit procedures
  • Carry out floor checks, where possible
  • Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
  • Check guests in and out of the Property accurately and in a timely manner
  • Greet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all times
  • Answer all telephone calls within three rings in a professional manner according to brand standard
  • Record guest comments for the information of the Head of Department
  • Ensure accuracy and balancing of till and the department cash float
  • Prepare and distribute daily reports
  • Document all transactions and alterations to accounts
  • Carry out transactions foreign currency accurately
  • Collect payment of accounts and issue receipts accordingly
  • Ensure all guest details are fully updated on PMS system to ensure Property information is correct
  • Ensure guests who are not ALL members are briefed on features and benefits and signed up to the loyalty program
  • Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service
  • Read all communication material at the commencement of each shift
  • Ensure special requests are actioned appropriately and in a timely manner
  • Maintain the cleanliness and the presentation of the front desk at all times
  • Ensure effective communication between other departments and Management
Requirements
  • A vibrant, and outgoing personality in order to engage with guests and ensure they have a memorable stay
  • The ability to maintain a high level of personal presentation as an ambassador for the hotel at all times
  • The flexibility to work shifts including early mornings, evenings and weekends
  • A person with proven leadership experience within a hotel environment
  • Knowledge of Sihot PMS advantageous
  • Someone with previous experience in a Front Office hospitality role
Compensation

Assistant & Night Manager Annual Base Salary: $70,691.40 (gross)

FOM, Operations Manager, Housekeeping Manager Annual Base Salary Range - $70,691.40 - $85,000.00 (gross) based on experience and qualifications

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