Front Office Duty Manager Hotel Indigo Potts Point

The Hotel Indigo Potts Point, (operated by Pro-Invest Operating Hotel CBD 2) is looking for 1 Front Office Duty Manager to join its team. 

Hotel Indigo Sydney Potts Point loctaed at 2-14 Kings Cross Road, Potts Point, Sydney, 2011, Australia is perfectly poised on a peninsula at the gateway to Sydney's eastern suburb in iconic Kings Cross, a region both steeped in history and on the leading edge of the future. It sits 0.9 mi from the heart of the Sydney Central Business District and one direct train stop to Martin Place. The chic new 105 room boutique hotel gives front-row access to contemporary galleries, museums, and must-try cuisine. 

Celebrate Individuality

We are always ourselves, and we embrace the diversity and uniqueness in all- both guests and staff alive.

Discover our neighbourhood.

We use our local knowledge and relationships to ignite curiosity in our guests.

Neighbourhood connection

Fostering a culture of local discovery and story sharing inside and outside of the hotel to better connect our guests to the authentic experiences they seek.

We are on the hunt for an experienced Hotel Duty Manager to lead our guest focused team in an influential role You will assist in overseeing the Hotel and Front Office operation and develop a high performing team who will wow our guests with a flawless service experience at every part of their journey and contribute to our financial targets as a result of an effective training program, regular feedback and a hands-on leadership style.

Responsibilities:

• Lead & support a service focused team, overseeing all aspects of the day-to-day operation, so it runs like clockwork.
• Develop the team by implementing effective inductions, on-going training, delegation, and feedback.
• Communicate all standards, policies, procedures, rates, packages, and Hotel information and proactively monitor for consistency.
• Stay on top of systems and procedures, including cash handling, payments and the PMS reservation system
• Effectively manage guest feedback and handle complaints
• Manage a 7-day operation over 24 hours, with varied rosters covering day/night/weekend shifts including public holidays
• Financial Returns
• As required, assist the finance and operational team in the development, implementation and monitoring of financial and operational plans for the hotel in the pre-opening and postopening period.
• Provide regular direction to and manage hotel operating departments.
• Participate in the preparation of the annual departmental operating budget and financial plans.
• Monitor budgeted expenses and directly control labour costs and all operational expenses (with the exception of sales and marketing expenses).
• Work with the Revenue Centre and Finance and Business Support to contribute to and review trading forecasts.
• Understand the dynamics of the local market and demand generators and cascade relevant information to the Revenue Centre.
• Use financial analysis, data trends and market information to anticipate needs, identify operating/financial issues, and recommend actions to maximise financial returns.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. 
• Direct day to day staffing requirements, plan and assign work, and establish performance and development goals for team members.
• Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance, and recognise good performance.
• Ensure colleagues have been appropriately trained in compliance with brand standards, service behaviours, work, health and safety (WHS) and governmental regulations.
• Ensure staff have the tools, training and equipment to carry out job duties.
• Continuously review business needs, both short and long term and strategically identify opportunities for alignment of resource and talent, together with identifying future talent needs.
• Actively participate in training sessions and ensure that any pre and post course work is completed by the due date.
• Oversee recruitment, selection and on-boarding of colleagues in line with company and legislative guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Ensure all colleagues participate in and receive feedback during the performance management cycle.
• Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
• Ensure hotel operations colleagues provide guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests.
• Respond appropriately to guest complaints and social media reviews, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• Conduct routine and random inspections of the front office, outlets kitchen, public areas, maintenance areas, accommodation rooms and corridors, storerooms, loading dock and carpark taking immediate actions to correct any deficiencies.
• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.
• Use guest insight to assist in developing new products and services to deliver guest engagement. Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP's and other key guests, or other special guest needs.
• Support business development initiatives for the Hotel with site inspections, client entertainment, familiarisations, and other events as required.
• Communicate client requirements and other relevant account/ segment information to all relevant departments to ensure their expectations are exceeded.
• Act as a trusted business advisor and ensure that commitments are met, and value is delivered.
• Maintain a presence in the local community by participating in relevant business/ industry organisations, associations and developing a broad external network.
• Provide support as required across the Pro-invest Group portfolio.
• Ensure compliance to all Pro-invest security and safety standards. Including cyber/technology security such as password security.
• Strictly adhere to company policy concerning the Trade Practices Act, gifts and bribery and data privacy regulations.
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures.
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimise the chance of recurrence.
• Actively report workplace hazards, injuries & accidents arising from workplace activities, providing recommendations for corrective actions to prevent or minimise the chance of recurrence.
• Maintain exemplary department standards of behaviour and appearance and attitude as expected by Pro-invest Group's code of conduct.
• Implement relevant financial control procedures and systems; maintain records for internal and external audits; ensure compliance with government regulations and contractual agreements.
• Seek opportunities to communicate alignment between Clients corporate priorities, PIH and Clients responsible business goals.
• Demonstrate a sound awareness of WH&S policies and procedures and ensures all procedures are upheld across the department.
• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
• Assume responsibility for duty of care and adhere to occupational, health and safety legislation, policies and procedures.
• Strictly adhere to company policy concerning Trade Practices and Consumer Laws, gifts & bribery & data privacy regulations.
• Demonstrate a sound awareness of all relevant Environmental Social Governance (ESG) policies & frameworks, actively championing the One Earth, Countless Experiences by Proinvest Group brand principles in all duties and responsibilities.
• Enforce adherence to legal guidelines, compliance protocols and in-house policies across this role to maintain the Group Businesses' legality and business ethics and to ensure the protection of the license to operate the Group Businesses; and
• Carry out other tasks and duties as may reasonably be required to achieve the company's objectives and deliver its intended business outcomes at the request of your manager or designate.

Skills Required:

• Experience in a similar role - Exposure FO Hotel leadership/management is essential.
• Hands on leadership skills that inspire and support the team, particularly during those 'mad rush' moments.
• Team player, great personality and a passion for delivering the best service possible with a boutique vibe.
• Ability to work under pressure in a fast-paced environment, by taking initiative, prioritising and working collaboratively
• Get a kick out of hitting revenue targets and firing up your team to stay alert to selling opportunity. 
• You must meet the appropriate legal requirements to work in Australia.

Job Types: Full-time, Permanent

Salary: $76,515 to $85,000 per year

Benefits: Employee discount

Schedule: Monday to Friday Shift work

Weekend availability

Work Location: In person