Hotel Service Duty Manager

Our Client EMPORIUM HOTELS PTY LTD - ABN - xxxxxxx 3708 – Located in Southbank, QLD is seeking a Full-time position for a Hotel Service Duty Manager between $73,000 - $75,000 a year.

The role of an Assistant Manager encompasses all of the day-to-day management of operations in Front Office including Reception, Reservations and Switchboard. Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information. Ensure service standards are maintained in the aforementioned areas and manage guest, resident and employee needs. Ensure profitability is maximised and maintain strict security procedures to ensure guest confidentiality and safety. Provide operational management to the whole hotel in the absence of Senior Department Managers.

DUTIES:
• Oversee hotel operations across all departments in the absence of senior management, ensuring efficient coordination and communication between teams.
• Supervise and support Front Office staff, fostering a collaborative team environment, minimizing employee turnover, and ensuring accountability for departmental and hotel goals.
• Conduct briefings, debriefings, and regular departmental meetings to maintain open communication and align with hotel standards.
• Implement on-the-job training programs and utilize departmental procedure manuals to uphold brand and service standards.
• Ensure staff presentation adheres to hotel policies, including uniforms and name badges, and implement effective staffing strategies to meet financial and quality targets.
• Manage Front Office operations, focusing on guest satisfaction, smooth arrivals/departures, and accurate use of hotel systems to produce essential reports.
• Actively participate in Front Office meetings, maintaining confidentiality and addressing key operational issues.
• Maintain a visible management presence at the Front Desk and lobby during peak times, ensuring service quality and guest interaction.
• Liaise with Maintenance to address guest priorities promptly and monitor the cleanliness and presentation of public areas.
• Collaborate with the Reservations office to ensure accurate room allocations and optimize revenue yield.
• Handle guest complaints and queries professionally, taking appropriate action to resolve issues promptly and effectively.
• Drive revenue through additional programs, up selling, and suggestive selling while ensuring accurate billing and compliance with financial procedures.
• Regularly review shift banking, cash handling, and guest folios to maintain security and accuracy, supporting the Finance Department as required.
• Proactively control costs, requisition department consumables, and manage operational budgets in line with forecasts and profitability targets.
• Uphold emergency communication procedures and ensure media inquiries are directed to the appropriate spokesperson.

WORK REQUIREMENTS:
• Relevant qualifications.
• Have at least 2 years work experience in the similar position.
• Have own transportation.
• Demonstrate awareness of the WH&S policies and procedures and ensure all duties are conducted safely and within guidelines provided.