Night Manager - Kimpton Margot Sydney (RC)

at  Affinity Migration Group Pty Ltd

KIMPTON MARGOT SYDNEY (PRO-INVEST HOTEL OPERATING SYDNEY CBD 2 PTY LTD)

Pro-invest Group is a global asset management and investment firm specialising in real estate, with an extensive track record of both delivering new-build hotels and repositioning existing hotels across Australia and New Zealand. As a leading hotel developer, we are a trusted partner to some of the world’s most recognised hotel brands, including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel.
We are on the lookout for a Night Manager!

GUEST EXPERIENCE

• Ensure front of house 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.
• Responds to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• Responds to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges. Escalating to the Assistant Hotel Manager when necessary. Ensure this is accurately recorded in the hotel log
• Use the hotel log to record and communicate guest issues and hand over any other relevant guest information to the oncoming shift.
• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
• 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.
• Conduct routine inspections of the Great Room and public areas - 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.
• Maintain a high level of product and service knowledge in order to explain/ sell services and facilities
• Deliver meaningful and informative daily briefings at the start of each shift; ensuring to celebrate hotel wins, share guest feedback, hotel metrics results and provide direction for the day.
• In the absence of the Food and Beverage Duty Manager, oversee Food and Beverage operation ensuring all brand and hotel standards are met.
• Develop and maintain a 100% IHG Rewards Club recognition and drive culture on all different guest touch points, with particular emphasis on exceeding IHG Enrolment targets.
• Ensure reservations requests have been entered into the PMS and ensure inventory balances
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service

REQUIRED SKILLS

• Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
• A high energy level and a passion for achieving superior results
• You make calm, collected decisions – even when the clock is ticking
• Ability to lead in a competitive environment
• Proven experience of strong leadership skills in managing teams to drive for results
• Ability to manage complex relationships
• Responsible Service of Alcohol Certificate
• Full Driver’s Licence (or current provisional licence towards achieving full licence) and ability to drive manual and automatic vehicle (if applicable depending on location)
• Required to hold a current First Aid Certificate and provide a copy to the hotel. This certificate must include the following accreditations HLTAID003 - Provide First Aid, HLTAID002 - Basic Emergency Life Support and HLTAID001 - Provide Cardiopulmonary Resuscitation. It is also your responsibility to renew the certificate before it expires.
• You must meet the appropriate legal requirements to work in Australia.

QUALIFICATIONS

• Diploma or Bachelor’s Degree in Hospitality Management or similar tertiary studies.
• Bachelor’s degree in Hotel Administration, Business Administration or equivalent

EXPERIENCE

• Previous experience in a similar role
• Type and level of experience required may vary slightly based on size and complexity of operation

Please refer the Job description for details