Job Brief:
Position: Assistant Night Manager
Location: Sydney, NSW
Job type: Full Time, 38 hours/week
Salary range: AUD 76,515 to 85,000

As the Assistant Night Manager (ANM), you will equally support the night function in the capacity of Night Manager (NM) and Night Auditor (NA), at Holiday Inn Express. You will assume the responsibilities of Night Manager on those shifts when they are on a rostered day off and/or Annual Leave, and conversely will assume Night Audit responsibilities when working directly with the Night Manager.

As the Night Manager, you will be responsible for the hotel operation during the night shift, maintaining hotel security and actively enhancing the guest experience. An integral part of this role is driving hotel revenue and profit goals by ensuring a detailed auditing process of hotel revenue and expenses has been conducted each night, and that prompt follow-up and actions are taken.

As the Night Auditor, you will support the Night Manager in accurately conducting the nightly audit process and will also prepare daily revenue reports for our management team.

This role is designed to predominately cover the overnight shifts, inclusive of weekend shift work, but may be required to complete day shifts as required.

Our Service Style, Mission Made Easy, is built upon three Service Behaviours that drive everything we do:

• Be Ready we know our guests want a smooth and hassle-free stay, one that doesn’t break their flow. We are here to help them do this in simpler, smarter ways. Keeping one step ahead so we’re always ready.
• Be Engaging our guests are more than a reservation, they deserve our care and attention. Which means real connections from real people, smart, warm, and purposeful.
• Be On It! We know what matters. If any issues arise, we get right on it and resolve them quickly. We look for opportunities to help our guests and we take them, the more we do this, the more they come back.

Responsibilities:

FINANCIAL RETURNS

• Ensure all revenue, expenses and daily audit tasks have been completed without any bias and any discrepancies have been immediately followed up on.
• Conduct the Night Audit process as per the Night Auditor’s check list and completing the checklist for the Night Manager when deputising on their rostered days off.
• Tasks include but are not limited to correctly posting all hotel's revenue for the day, identifying discrepancies, and producing a complete night audit report thoroughly and accurately.
• Assist the Night Manager with ad hoc requests by using knowledge of your day-to-day tasks & responsibilities as one of the key contributors to this analysis.
• Preparation and audit of account payable vendors.
• Ensure all Credit Card Terminals have balanced to the Property Management System (PMS). This includes revenue and refunds processed via credit cards.
• Identify and correct any discrepancies in charges posted to guest folios.
• Ensure all hotel floats, keys are logged in and out and the cashier accounts are balanced and correct at the end of each shift and posting any outstanding charges to guests’ accounts.
• Ensure cash security procedures are adhered to.
• Meet monthly IHG Rewards Club enrolment targets
• Support Night Manager in maintaining efficient internal control procedures to assist in the prevention of theft or fraud.
• Monitor and control stock
• Responsible for ensuring 100% compliance and follow up on:
  • Accounts Payable from receiving of invoice to payments made to supplier, maintain Vendors
  • Purchase Orders

PEOPLE

• Assist the Night Manager in directing day-to-day staffing requirements, plan and assign work, and assist in the establishment of performance and development goals for team members.
• Ensure all staff are present and ready to commence work, including the correct uniform, grooming, equipment and tools, at their rostered start time.
• Adhere to brand standards for presentation, grooming and punctuality.
• Assist the Night Manager in providing the regular constructive feedback to help manage conflict and enhance team member performance. As well as, follow the Pro-invest Hotels Group Review cycle to ensure front line colleagues received regular formal feedback.
• Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations.
• Ensure staff are kept up to date with IHG benefits and recognised for their contributions, utilising the Pro-invest Hotels Groups Reward and Recognition program
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Encourage participation in Colleague Heartbeat Survey, share results and assist the Night Manager to put plans in place for continuous improvement.
• Deliver and/or attend required training sessions and ensure that any pre and post course work is completed by the due date.
• Ensure all staff are conducting consistent and detailed shift handovers with oncoming shift where required
• Develop and maintain cohesive working relationships within immediate team, and wider hotel team
• Attend and participate in daily hotel briefings, meetings and training sessions as scheduled
• Cooperates, coordinates and communicates with other hotel departments as required.
• Communicates to the Night Manager any difficulties with service, guest comments and other relevant information; follow complaint handling procedures for prompt resolution of challenges.

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 guest needs and resolves related problems in an appropriate timeframe with acceptable service recovery; follow complaint handling procedures for prompt resolution of challenges. Escalating to the Night Manager / 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.
• 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.
• 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.
• You are the first point of call for any guest queries whilst on shift. If matters are unable to be resolved, you may escalate to your acting Night Manager.
• Greet all guests in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity paying particular regard to the importance of IHG Rewards member and other VIP’s.
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Attends to all guest queries and requests promptly including Reservations and Food & Beverage
• Assists in the preparation and service of Food and Beverage products in the Great Room
• Knowledgeable of all special promotion procedures.

RESPONSIBLE BUSINESS

• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.
• Adhere to procedures and guidelines relating to specific occupational health and safety issues within the Hotel.
• Assist in ensuring supervision of the work health and safety aspects of work undertaken by staff.
• Assist in ensuring that training is conducted in line with local and company minimum requirements relating to fire and emergency evacuation procedures, and for the use of fire, emergency and other safety equipment.
• Act as a central communications point during emergency/crisis situations in the Night Managers absence; assist in developing and maintaining relationships with local fire, police, and emergency personnel.
• 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.
• Demonstrate a sound awareness and understanding of WH&S policies and procedures including the correct use of PPE
• Work in conjunction and cooperate with management in the implementation of WH&S related
• initiatives
• Conversant with the Emergency Response Team, to prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc
• Demonstrate a sound awareness of Crisis Management, HACCP & OH&S policies and procedures, ensuring the dissemination of information to all team members.
• Champion the identification and reporting of hazards, evaluation or risks, and design and the implementation of hazard and control measures.
• Assists with the Property Management Systems (PMS) in emergency situations and ensures you consider the safety and security of team members and hotel guests as well as oneself.
• Property security
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.
• Perform other duties as reasonably assigned.

ACCOUNTABILITY

Reports to Night Manager.
Indirect reports:

• In supporting the Night Manager, this role will supervise the Night Auditor.
• Indirectly supervises all staff, included contracted labour (Housekeeping and Maintenance), whilst on shift each day.

Key Metrics:

• Hotel Rooms Revenue
• Key performance objectives
• Internal Brand Audit Score
• Winning Metrics dashboard; Guest Love, Problem Handling, Overall Breakfast, IHG Rewards Club recognition and enrolment targets
• Performance development review
• Colleague Heartbeat

QUALIFICATIONS AND REQUIREMENTS

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
• Ability to manage complex relationships
• Responsible Service of Alcohol Certificate
• 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.

Experience:

• Previous Supervisory Experience
• Type and level of experience required may vary slightly based on size and complexity of operation