Franchise Hotel

This job posting is for a position at a Hotel owned and operated by an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees_.

**About Us**

Get ready for the vibrant charm of voco Gosford, coming to The Archibald precinct in 2025

At voco Gosford, modern elegance meets warm hospitality in the heart of the Central Coast. With six exciting hospitality venues; including a modern Australian pub, a rooftop bar, and a signature restaurant, and two levels of conference and event space overlooking the stunning Brisbane Waters, we'll cater to both business and leisure travellers, as well as provide a swanky new destination for locals to meet.

As Hotel Operations Manager, you'll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You'll work closely with our General Manager to maximise financial returns, drive development of people, whilst creating and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community.

**Your day to day**:
**A little taste of your day-to-day**

**Every day is different, but you will play a key role in**:
**People**
- **Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers**
- **Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance**
- **Train colleagues to make sure they deliver with compliance and to the standards we expect and have the tools they need to work efficiently**
- **Drive a great working environment for teams to thrive - connect departments to create sense of one team**
- **Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures**
- **Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management**

**- **Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff are properly trained and have the tools and equipment to carry out job duties**
- **Ensure your team are properly trained on systems, security, service and quality standards**

**Financial**
- **Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments.**
- **Monitor and report variances against budget and control labour costs and other expenses.**
- **Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty**
- **Foster positive owner relationships if applicable and assist in providing ongoing information and status reports**
- **Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management**
- **Oversee night audit function and preparation of daily financial reports**
- **Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk**

**Guest Experience**
- **Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner**
- **Review guest feedback and implement strategies for continuous improvement**
- **Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP's, large groups, and other key guests**
- **Lead marketing efforts to up sell guests on hotel services, offerings, and amenities**

**- **Ensure your front office team delivers a great service, professional attention and personal recognition**
- **Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction**
- **Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies**

**Responsible Business**
- **Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel's or owner's policies and procedures and regulatory requirements. Maintain relations with outside contacts**
- **Comply with federal, state and local laws regarding health, safety and alcohol services**
- **Maintain a focus and commitment to operating a "green" hotel**
- **Perform other duties as assigned. May also serve as manager on duty**

**- **Check billing instructions and guest credit for compliance with hotel credit policy