Pro-Invest Hotel Operating 7 Pty Ltd

Position: Hotel Manager
Location: Sydney NSW
Job Type: Full Time | 38 hours/week

EVT Connect Hospitality 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.

Holiday Inn Express Sydney Airport is a modern hotel conveniently located just minutes from Sydney’s Domestic and International Airport terminals. Designed for both business and leisure travellers, the hotel offers comfortable, well-equipped rooms, complimentary breakfast, and high-speed Wi-Fi to ensure a seamless and efficient stay. Guests also benefit from easy access to Sydney CBD and nearby attractions, making it an ideal choice for short stays, stopovers, and business trips.

Job Brief: 

As the Hotel Manager (HM), you will be responsible for leading and managing the day-to-day hotel operations, including any service provider relationships including housekeeping, cleaning functions and Food and Beverage operations- to ensure the achievement of established quality and guest service standards, profit goals and colleague engagement. Adhere to IHG brand standards and local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements. Deliver a guest experience that is unique and brings the brand to life, while driving superior performance in key hotel metrics. 
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

• As required, assist the Head of Operations Support & HIEX and Group Financial Controller in the development, implementation and monitoring of financial and operational plans for the hotel in the pre opening and post-opening 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.

People

• 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, WH&S 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.

Guest Experience

• 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, the Great Room, 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; 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.

Responsible Business

• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards. 
• Ensure the hotel fully supports EVT Connect Hospitality initiatives related to NABERs or any other group sustainability initiative 
• Assist in ensuring Green Engage data is relevant and that the asset is managed locally ensuring everything practicable is being done to maximise performance in line with expected targets. 
• Ensure procedures and guidelines relating to specific occupational health and safety issues within the Departments are understood by hotel colleagues and are being adhered to. 
• As appropriate, ensure safety responsibilities are included in job descriptions for all colleagues. 
• Where appropriate, appoint a health and safety representative, first aid officer and if required a rehabilitation coordinator. 
• Evaluate colleague performance with reference to workplace health and safety (WHS) responsibilities and performance standards. 
• Provide a budget allocation for safety resources including hazard control measures, protective equipment and training. 
• Where applicable, prepare a statement of contractor and purchasing controls which requires contractors/suppliers to conform to the company's workplace health and safety standards and procedures. 
• Ensure implementation of corrective action arising from accident investigation and hazard reports. 
• In conjunction with EVT Connect Hospitality central People and Culture management implement 
• EVT Connect Hotel procedures for workplace rehabilitation for injured or ill colleagues returning to work. 
• Ensure the provision of centrally created induction and refresher training to ensure ability of colleagues to discharge allocated occupational health and safety responsibilities 
• Ensure supervision of the work health and safety aspects of work undertaken by colleagues. 
• Ensure the appointment of fire and emergency wardens for buildings occupied by the Departments. 
• Ensure 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. 
• Ensure the appointment of trained first aid personnel and provision of first aid equipment appropriate to the needs of the work undertaken 
• Act as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. 
• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts. 
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations. 
• Implement relevant financial control procedures and systems; maintain records for internal and external audits; ensure compliance with government regulations and contractual agreements.
• Ensure a sound working knowledge of the main industrial tool, the Hospitality Industry (General) Award (HIGA). 
• Perform other duties as reasonably assigned

ACCOUNTABILITY
Direct reports all Hotel based colleagues including; 

• Duty Managers; 
• Express Agents; 
• Night Managers; 
• Maintenance 

Indirectly supervises all outsourced service providers. 
Reports to: Head of Operations Support & HIEX Australia 

Key Metrics 

• Colleague Heartbeat (Colleague Engagement) 
• Guest Heartbeat 
• Performance development reviews 

Any other key performance objectives as agreed with the Group Director of Operations