Pro-invest Hotel Operating Sydney CBD 2 Pty Ltd trading as Kimpton Margot Sydney

Job Brief:
Position: Night Manager
Location: Kimpton Margot Sydney
Job type: Full Time, 38 hours/week
Salary range: AUD 73,200 - 80,000

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.

Kimpton Hotels & Restaurants is all about heartfelt human connections. We are industry pioneers – having trailblazer the boutique concept in the USA in the 1980’s.
Our mission is to be the world’s most loved boutique hotel and restaurant company, and we know that achieving that starts with our employees. People who join the Kimpton family are passionate about providing genuine heartfelt care to our guests, colleagues, owners and communities. Our unscripted approach to luxury boutique hospitality and providing unique, personal experiences is the hallmark of our brand, and our colleagues are passionate, entrepreneurial individuals that bring this culture to life. Trust us – you’re going to love it at Kimpton as much as our guests do. Working at Kimpton is not just about working. And it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion.

Here, you can:
BeYourself
Who you are is who we are so bring the real you! The best and ever-improving version of you. Bring your background, your personality, your individuality, your creativity. It’s those just-you qualities that make it more personal for you, and our guests.
Lead Yourself
We support you, and you support we. We trust you to give it your all, take initiative, do right when no one’s watching, find creative new ways to delight guests and co-workers. We trust you to learn, grow and continually improve at whatever you do.
Make it Count
As long as we’re here, why not make lives better? Yours and our guests. We care for both, and we pursue every chance we can to create a ridiculously personal experience (aka. A Kimpton Moment) every day. That focus and passion gives our work meaning. What you do matters. You matter.do.

Responsibilities:

FINANCIAL RETURNS

• Assist in ensuring all revenue, expenses and daily audit tasks have been completed without any bias and any discrepancies have been immediately followed up on.
• Provide ad hoc financial analysis on hotel performance versus budget and forecast, by using knowledge of your day-to-day tasks & responsibilities as the key contributor to this analysis.
• Provide regular direction to Finance Department and Director of Rooms on outcome of daily hotel auditing, and where relevant suggest then implement improvements to drive efficient hotel performance.
• Gatekeeper of procedures for security of monies, credit and financial transactions, guest security, and inventory control.
• Conduct the Night Audit process as per Night Manager’s checklist.
• Owner of hotel Credit Policy and Purchasing Policy. Must ensure that both policies are upheld, and when this is not the case ensure Finance is advised and corrective action is implemented.
• 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.
• Complete and distribute appropriate reports to the relevant departments as per Night Audit checklist.
• Identify and correct any discrepancies in charges posted to guest folios.
• Maintain efficient internal control procedures to assist in the prevention of theft or fraud.
• Ensure all hotel floats, keys are logged in and out, and are correct at the end of each shift.
• Responsible for ensuring 100% compliance and follow up on:
  • Accounts Payable from receiving of invoice to payments made to supplier, maintain Vendors
  • Purchase Orders 
• Support PIH and Finance in maximising cash flow performance of the hotel through controls on inventory, credit and collection, disbursements, deposits and remittances.

PEOPLE

• Assist the Director of Rooms 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.
• Provide mentoring, coaching and 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.
• Recognise high potential colleagues and assists in their development plan and ambition.
• Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations.
• Ensure staff have the tools, training, and equipment to carry out job duties.
• 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 regular and daily communication and coordination with other departments.
• Encourage participation in Colleague Heartbeat Survey, share results and put plans in place for continuous improvement.
• Assist the Director of Rooms in recommending or initiating disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies
• Assists in planning for future staffing needs, including conducting recruitment tasks.
• 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

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

RESPONSIBLE BUSINESS

• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.
• Work with the Director of Rooms to ensure the Green Engage data is relevant and performance is in line with expected targets.
• Adhere to procedures and guidelines relating to specific occupational health and safety issues within the Hotel.
• Evaluate staff performance with reference to occupational health and safety responsibilities and performance standards. When new colleagues join, ensure they have received a thorough induction and conduct refresher training when required
• Assist in ensuring supervision of the work health and safety (WH&S) aspects of work undertaken by staff.
• Assist in ensuring the appointment of fire and emergency wardens for the hotel.
• 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.
• Assist in ensuring 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 communications point during emergency/crisis situations; 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.
• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts including IHG Foundation.
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Maintain all procedures and adheres to them within the Pro-invest Hotels Group guidelines; with particular emphasis on hotel credit policy.
• 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.
• 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 - Director of Rooms
Direct Reports - Assistant Night Manager, Night Auditor
Indirect Reports - All hotel colleagues, including contracted labour (Housekeeping), whilst on duty each day.
Key Metrics –

• Hotel Rooms Revenue
• Operation Department Budget
• 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

Skills Required:

• 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