Hotel Operations Manager

**POSITION**: Hotel Operations Manager

**DIVISION**: Hotels Division

**REPORTS TO**: Executive Manager - Hotels

**DIRECT REPORT(S)**: Maintenance, Caretaker/s, Cleaners / Reservaon staff.

Hands on role, responsible for the day-to-day operaons of mulple properes in and around Newcastle area.
Driving Revenue through rate strategy, pro acve sales acvity and

**SUMMARY**: opmising distribuon channels
Maintaining building and facilies to high standard, minimising risk and protecng asset

Delivering a quality guest experience

Controlling costs and efficiencies

**KEY RESPONSIBILITIES**

**Revenue**:
∙ Ensure you are in the community and involved In local projects.
∙ Driving rates and occupancy - ensuring rates are sing around the market
∙ Looking for new conferencing business surrounding the hotel to maximise opportunies to grow the conference revenue for the conferencing rooms.
∙ Solid market knowledge.
∙ Source new business opportunies and convert to Revenue
∙ Liaison with Reservaon manager and central resergvaons team, training on product and contoiuoudl improving their knowledge and updaing of processes.
∙ Manage and unsure at all mes Debtors are within

**Physical Property**

∙ Ensure daily inspecons of physical property interior and exterior as well as rooms are conducted and maintenance arranged as required.

∙ Manage cleaners (inhouse or contracted) to deliver rooms to cleanliness standards within budgeted wage costs.

∙ Manage stock to minimise wastage for linen and consumables
∙ Co-ordinate regular services and maintenance for the asset to ensure highest quality presentaon and compliance to all council and Naonal legislaon.
Examples - Garbage, Fire Systems, Gardening, Lighng, Signage.

∙ Monitor security and safety issues to idenfy and solve any issues or risks before they impact the business or guest/team safety.

∙ Understand the lease condions as they relate to maintenance and repair responsibilies

Hotel Division - Alloggio Page **1* of **1*

**Reservaons**

∙ Ensure reservaons calls are answered promptly and conversion is maximised at all
mes.

∙ Establish and maintain a thorough guide for the property to ensure reservaons team are fully equipped to manage guest inquiries

∙ Manage inventory to ensure no lost sales due to OOO
∙ Maintain regular communicaons with OTA partners to maximise OTA conversions and maintain property lisng quality
∙ Maintain PMS to ensure accurate reporng of room and other revenues

**Guest Care**

∙ Present as the face of the property and display genuine care and welcome to all guests.

∙ Be aware of peaks acvity periods for the property and be present or arrange suitable cover to ensure smooth operaons. These peaks include weekend operaons, Public Holidays and Holiday periods.

∙ Respond quickly to address any guest complaints in person, resolving guest issues before guest departs the property

∙ Monitor and respond to online feedback presenng a professional and efficient social presence that builds trust and confidence in the brand and property.

∙ Be available as the main property contact to support the team when not on shi.

**Commercial**

∙ Maintain a daily awareness of the properes performance to budget and any gaps in performance

∙ Drive pro-acve sales acvity daily, ulising guest databases and cold call prospecng rounes to target, clarify and convert new business. Be able to demonstrate the daily pro-acve sales acvity in a planned and methodical fashion.

∙ Complete a Monthly report highlighng the property performance and acvies
∙ Liaise with Alloggio to idenfy opportunies to create compeve advantage or increase revenues for the property through exisng or new revenue streams.
∙ Forecast and manage expenditure to maximise profitability, in line with budget expectaons.
∙ Drive alternave revenue streams (example: sub leassing of unused space - offices, storage etc)

**Other**

∙ Maintain systems using preferred suppliers to ensure no interrupon to service or guest experience

∙ Manage the Daily banking and reporng in line with Alloggio guidelines
∙ Manage all employees in line with regulatory guidelines and ensure compliance to all local and Naonal legislaon

Hotel Division - Alloggio Page **1* of **1*

∙ Given the nature of the business it is expected that the property Manager will arrange leave for themselves and the team around the business needs ensuring that senior presence and the strongest team are available in all peak periods

**Leadership Behaviours**
As a key role in the Alloggio organisaon the Hotel Manager will be involved across the business with the operaons team in Newcastle and at their own property. It is expected that the following core behaviours will be demonstrated consistently in line with the values of the organisaon;
**Revenue Focus** - Recognise and display through acon our drive for improved revenues. Be pro-acve in planning for future opportunies and display urgency to c