Hotel Operations Manager

3 days ago

Sydney, New South Wales, Australia beBeeOperational Full time $90,000 - $120,000
Job Title: Hotel Operations Manager

This role is a key position in the smooth operation of our overnight activities.

The primary responsibility of this role is to manage front office operations, handle guest concerns, and lead the team during emergency situations.


Main Responsibilities:
  • Guest Service Delivery: Ensure guests receive exceptional service upon arrival and throughout their stay. Respond promptly to guest complaints, solicit feedback, and build relationships that drive continuous improvements in guest satisfaction.
  • Team Performance: Drive team performance related to soft skills, with a focus on Guest Love, Loyalty Recognition, and Problem Handling.
  • Action Plans: Assist in developing and implementing quarterly action plans to achieve optimal guest satisfaction through Heartbeat and social media (Tactical Solve).
  • Quality Control: Monitor and utilize IHG metric tools/audits to ensure total guest satisfaction and hotel compliance with brand standards.
  • Mentoring and Coaching: Provide mentoring, coaching, and regular feedback to colleagues to enhance performance and drive their development.
  • Staffing Planning: Plan for future staffing needs in a timely manner, completing all stages of IHG Recruitment on-boarding.
  • Interdepartmental Collaboration: Support teamwork and quality service by daily communication and coordination with other departments.
  • Cash Handling: Handle 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.

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