Job Description
Company Description
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.
Job Description
We are seeking a motivated professional with a passion for service to join our Hotel Service Manager team.
We have a number of different manager roles available including Night Manager, Assistant Manager, Front Office Manager, Operations Manager, and Housekeeping Manager.
We are hiring for multiple positions across regional Australian locations outside of Sydney, Melbourne, and Brisbane.
As our next Night Manager, you will:
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
As our next Assistant Manager, you will:
Supervision, support and training of Front Office Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
Ensure that all company and department policies and procedures are understood by all Team Members and that they demonstrate their understanding through the performance of their duties
Ensure effective communication of new or updated information regarding policies, rates or general Property information
Conduct departmental meetings to brief Team Members on activities and discuss any issues relevant to the shift. Attend or prepare meetings as and when required by Senior Management
Carry out all front office reception duties as required
Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times
Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
Supervise the reservation area ensuring maximum yield is achieved at all times
Ensure all revenue for the day is accounted for with daily summary being completed to balance daily activity
Assist in the preparation of Team Member rosters, ensuring that optimum number of Team Members is achieved within budgetary guidelines
Assist in the recruitment and selection of Team Members for the department, when required
Conducts timely Performance Development Appraisals for Front Office Team Members, when required
Organise skills training for Front Office Team Members in conjunction with the Human Resources
Implement strategies to increase the productivity and morale within the Department in conjunction with the Head of Department
Ensure all operating equipment is in good working order, reporting any faults, repairs or cleaning needs to appropriate department
Encourage and foster an environment of open communication and efficiency between the guest services department and other departments
Be aware and enforce the Privacy Act with respect to all guests
Participate in scheduled training and development programs provided by the Property to improve self and department standard
Ensure a thorough and clear handover of information to Supervisory Team Members on the following shift in order to ensure continuity of service
As our next Operations Manager, you will:
Handles all guest or owner complaints immediately in a friendly manner • Assists the General Manager in ensuring a fair and equitable distribution of revenue to all unit owners
Build and foster a strong relationship with all unit owners
Maintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the Property
Ensures a smooth, efficient day-to-day operation of the Property.
Assists the General Manager in the direction of the property services and operations, liaising with all Departments as required.
Relief coverage for the General Manager in their absence.
Provides essential feedback to the General Manager on the status of the property operations and the departments.
Provides ongoing guidance, leadership and support to the General Manager, Heads of Department and Front Line team.
Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times.
Deal effectively with guest complaints and feedback in an efficient and professional manner.
Conducts regular Head of Department meetings to improve and maintain guest service standards and record minutes of these meetings.
Recommends and implements revenue strategies to improve guest comfort and ensure innovation of service levels are maintained.
Encourage and foster an environment of open communication and efficiency between Departments and wider Shared Services teams to ensure overall financial success of the Property.
Ensures departments are ready for peak service periods and are staffed accordingly.
Be conversant with all tiers of the rate structure.
Liaison with Sales & Marketing to maximise sales opportunities by effective promotion, advertising and marketing.
Cultivation and maintenance of a positive sales culture maximising up-selling and on-selling.
As our next Front Office Manager, you will:
Handles all guest or owner complaints immediately in a friendly manner • Works with the General Manager to ensure a fair and equitable distribution of revenue to all unit owners
Build and foster a strong relationship with all key stakeholders
Maintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the Property
Supervision, support and training of Front Office Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
Works operationally in the Front Office as dictated by trading patterns and when required
Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times
Supervise the reservation area ensuring maximum yield is achieved at all times
Accountable to the General Manager for the productivity of the department, within the budgetary guidelines
Recommends and implement strategies to improve guest comfort
Prepares schedules for renovation of guest rooms, in conjunction with Housekeeping and Maintenance Managers as required
Encourage and foster an environment of open communication and efficiency between the guest services department and other departments
Work closely with the Housekeeping Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes
Be aware and enforce the Privacy Act with respect to all guests
Participate in scheduled training and development programs provided by the Property to improve self and department standard
As our next Housekeeping Manager, you will:
Plan and coordinate all work activities in the Housekeeping department ensuring all tasks are completed at or above the required standard and within specified timeframes
Accountable to the General Manager and Operational Housekeeping Manager for the productivity of the department, within the budgetary guidelines
Carry out regular inspections of all areas of the property in conjunction with the Maintenance Manager to ensure that all facilities are being cleaned and maintained according to Health and Safety standards
Ensure that the department is prepared for any changes in business levels.
Maintain the appearance and cleanliness guest rooms and Property grounds, ensuring maximum guest comfort at all times
Work closely with the Rooms Division Manager / Front Office Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes
Liaises with outside contractors with regard to laundry and cleaning material services
Order and control all Housekeeping inventory, including chemicals, linen and supplies
Prepares schedules for renovation of guest rooms, in conjunction with Front Office and Maintenance Managers as required
Communicate with all departments to ensure that the Housekeeping department‘s activities are understood and executed
Assists in the yearly preparation of the budget as required
Prepares accurate weekly, monthly and yearly reports as required
Recommends and implement strategies to improve guest comfort
Participate in scheduled training and development programs provided by the Accor Acedemie / Property to improve self and department standards, and attend departmental meetings as required
Assist guests with all enquiries handle complaints and provide accurate information to guests about Property facilities and services
Qualifications
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
Additional Information
Assistant & Night Manager Annual Base Salary: $76,515 - $85,000 (gross)
FOM, Operations Manager, Housekeeping Manager Annual Base Salary Range - $76,515 - $85,000 (gross) (gross) based on experience and qualifications
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.
Job Description
We are seeking a motivated professional with a passion for service to join our Hotel Service Manager team.
We have a number of different manager roles available including Night Manager, Assistant Manager, Front Office Manager, Operations Manager, and Housekeeping Manager.
We are hiring for multiple positions across regional Australian locations outside of Sydney, Melbourne, and Brisbane.
As our next Night Manager, you will:
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
As our next Assistant Manager, you will:
Supervision, support and training of Front Office Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
Ensure that all company and department policies and procedures are understood by all Team Members and that they demonstrate their understanding through the performance of their duties
Ensure effective communication of new or updated information regarding policies, rates or general Property information
Conduct departmental meetings to brief Team Members on activities and discuss any issues relevant to the shift. Attend or prepare meetings as and when required by Senior Management
Carry out all front office reception duties as required
Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times
Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
Supervise the reservation area ensuring maximum yield is achieved at all times
Ensure all revenue for the day is accounted for with daily summary being completed to balance daily activity
Assist in the preparation of Team Member rosters, ensuring that optimum number of Team Members is achieved within budgetary guidelines
Assist in the recruitment and selection of Team Members for the department, when required
Conducts timely Performance Development Appraisals for Front Office Team Members, when required
Organise skills training for Front Office Team Members in conjunction with the Human Resources
Implement strategies to increase the productivity and morale within the Department in conjunction with the Head of Department
Ensure all operating equipment is in good working order, reporting any faults, repairs or cleaning needs to appropriate department
Encourage and foster an environment of open communication and efficiency between the guest services department and other departments
Be aware and enforce the Privacy Act with respect to all guests
Participate in scheduled training and development programs provided by the Property to improve self and department standard
Ensure a thorough and clear handover of information to Supervisory Team Members on the following shift in order to ensure continuity of service
As our next Operations Manager, you will:
Handles all guest or owner complaints immediately in a friendly manner • Assists the General Manager in ensuring a fair and equitable distribution of revenue to all unit owners
Build and foster a strong relationship with all unit owners
Maintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the Property
Ensures a smooth, efficient day-to-day operation of the Property.
Assists the General Manager in the direction of the property services and operations, liaising with all Departments as required.
Relief coverage for the General Manager in their absence.
Provides essential feedback to the General Manager on the status of the property operations and the departments.
Provides ongoing guidance, leadership and support to the General Manager, Heads of Department and Front Line team.
Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times.
Deal effectively with guest complaints and feedback in an efficient and professional manner.
Conducts regular Head of Department meetings to improve and maintain guest service standards and record minutes of these meetings.
Recommends and implements revenue strategies to improve guest comfort and ensure innovation of service levels are maintained.
Encourage and foster an environment of open communication and efficiency between Departments and wider Shared Services teams to ensure overall financial success of the Property.
Ensures departments are ready for peak service periods and are staffed accordingly.
Be conversant with all tiers of the rate structure.
Liaison with Sales & Marketing to maximise sales opportunities by effective promotion, advertising and marketing.
Cultivation and maintenance of a positive sales culture maximising up-selling and on-selling.
As our next Front Office Manager, you will:
Handles all guest or owner complaints immediately in a friendly manner • Works with the General Manager to ensure a fair and equitable distribution of revenue to all unit owners
Build and foster a strong relationship with all key stakeholders
Maintain a strategic business perspective – be adventurous in seeking opportunities to build and retain owner and guest business within the Property
Supervision, support and training of Front Office Team Members to ensure standards and procedures are observed to provide a consistent, high level of service for all guest contact
Works operationally in the Front Office as dictated by trading patterns and when required
Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times
Supervise the reservation area ensuring maximum yield is achieved at all times
Accountable to the General Manager for the productivity of the department, within the budgetary guidelines
Recommends and implement strategies to improve guest comfort
Prepares schedules for renovation of guest rooms, in conjunction with Housekeeping and Maintenance Managers as required
Encourage and foster an environment of open communication and efficiency between the guest services department and other departments
Work closely with the Housekeeping Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes
Be aware and enforce the Privacy Act with respect to all guests
Participate in scheduled training and development programs provided by the Property to improve self and department standard
As our next Housekeeping Manager, you will:
Plan and coordinate all work activities in the Housekeeping department ensuring all tasks are completed at or above the required standard and within specified timeframes
Accountable to the General Manager and Operational Housekeeping Manager for the productivity of the department, within the budgetary guidelines
Carry out regular inspections of all areas of the property in conjunction with the Maintenance Manager to ensure that all facilities are being cleaned and maintained according to Health and Safety standards
Ensure that the department is prepared for any changes in business levels.
Maintain the appearance and cleanliness guest rooms and Property grounds, ensuring maximum guest comfort at all times
Work closely with the Rooms Division Manager / Front Office Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes
Liaises with outside contractors with regard to laundry and cleaning material services
Order and control all Housekeeping inventory, including chemicals, linen and supplies
Prepares schedules for renovation of guest rooms, in conjunction with Front Office and Maintenance Managers as required
Communicate with all departments to ensure that the Housekeeping department‘s activities are understood and executed
Assists in the yearly preparation of the budget as required
Prepares accurate weekly, monthly and yearly reports as required
Recommends and implement strategies to improve guest comfort
Participate in scheduled training and development programs provided by the Accor Acedemie / Property to improve self and department standards, and attend departmental meetings as required
Assist guests with all enquiries handle complaints and provide accurate information to guests about Property facilities and services
Qualifications
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
Additional Information
Assistant & Night Manager Annual Base Salary: $76,515 - $85,000 (gross)
FOM, Operations Manager, Housekeeping Manager Annual Base Salary Range - $76,515 - $85,000 (gross) (gross) based on experience and qualifications
💡 Quick Summary
Seeking a career-building opportunity? The Hotel Service Manager - Night Manager position is now open for candidates interested in the Customer Care sector. This role in Gold Coast offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
