Located in Maroochydore City, the Sunshine Coast’s new Central Business District, Holiday Inn Express & Suites Sunshine Coast is your convenient spring-off point for enjoying one of Queensland’s most popular regions. Whether you’re in the vibrant destination for work or play, the brand new hotel offers all the essentials – and more to ensure a seamless stay with greater value. Those on holiday can cool off in the rooftop pool or do some shopping at the ground floor retail level, while business travellers will appreciate the convenient conference and function facilities and the complimentary fast and uncapped WiFi. Each morning, sit down to a complimentary EXPRESS Start breakfast or choose a grab & go option to enjoy on the move. A thoughtfully-designed common area – The Great Room – offers a relaxing space to get to work or catch up with friends over a drink. 181 rooms equipped with a walk-in power shower, black-out blinds, an efficient work station and high-quality bedding with a choice of firm or soft pillows mean guests will have all they need to work productively and sleep soundly while away from home. The perfect choice for the smart traveller, Holiday Inn Express & Suites Sunshine Coast offers everything you need for a comfortable and fuss-free stay on the Sunshine Coast.

As Duty Manager, you will drive the overall engagement and product quality of the operation by managing and coordinating activities to maximise performance, profitability and return on investment. Create a positive and productive work environment, ensure superior guest service is delivered, providing direction to employees to complete their duties and ensure compliance with quality and brand standards. You will adhere to the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements and will implement policies, procedures and provide support on hotel operating systems.   

You are expected to be flexible in your availability across all shifts, including Night Shift.

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.

At Pro-Invest Group we are looking for individuals that share and demonstrate our Core values;

• Trust -  Trust is the prerequisite for our success, We uphold the trust of and provide peace of mind for everyone we serve by being consistently reliable and delivering on our promises. 
• Transparancy - transparency is critical to building trust. We are therefore upfront and open in our actions and communications. As an organisation, we are visible and direct in our intent and interactions. As individuals we are honest and accountable.
• Integrity - We conduct ourselves and our business ethically. We are unwavering in our principles and we will always choose to do what’s right - not what is easy.
• Committment - We are tenacious and passionate. We take pride in our commitment to professionalism, innovation and sustainability, and orientate strategic business decisions based on these commitments

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS

• Use company and IHG systems and processes to maximise revenue.
• Ensuring internal audit compliance is understood and executed.
• Ensure cash security procedures are adhered to, including following the hotel Cash Float Policy.
• Ensure stock control and ordering are in line with business needs.
• Manage the daily ordering and raising of purchase orders as required and as directed via Purchase Plus.
• Liaise with the team accepting deliveries on stock variances and/or damaged stock, ensure it has been followed up with the supplier for replacement or reimbursement. 
• Ensure the team are trained & competent in accepting & denying deliveries from suppliers.
• Understand forecast and business needs and strategies. 
• Assist in controlling and monitoring departmental costs on an ongoing basis to ensure performance against budget, maintain cost efficiencies and work within allocated manning budgets.
• Roster to the business needs and work with the Hospitality Industry (General) Award 2010 (HIGA) to ensure efficiencies are controlled.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. 

NIGHT AUDIT

• Conduct the Night Audit as required and as per night Managers checklist.
• 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

PEOPLE

• Assist the Hotel 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 you and all colleagues strictly adhere to brand standards for presentation, grooming and punctuality.
• Working with the Express Supervisor / Express Agent provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance. Follow the Pro-invest Hotels Group Review cycle to ensure front line employees receive regular formal feedback.
• Recognise high potential employees and assist in their development plan and ambition.
• Work with the Express Supervisor & Senior Express Agent to train team members in compliance with brand standards, service behaviours, and governmental regulations. 
• Ensure employees are kept up to date with 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 as directed by the Hotel Manager and assist in putting plans in place for continuous improvement.
• Assist the Hotel Manager 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 as assigned.
• Deliver and/or attend required training sessions and ensure that any pre and post-course work is completed by the due date.
• Ensure all employees 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

• Work with Express Agent to ensure Front of House employees 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 feedback, solicit feedback and build relationships that drive continuous improvements in guest satisfaction. Ensure all feedback is responded to and closed out in a timely manner.
• Responds to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges.  Escalating to the Hotel Manager when necessary. Ensure this is accurately recorded in the hotel log.
• Ensure the hotel log is being used correctly, recording and communicating guest issues.
• 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. 
• 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; celebrate hotel wins, share guest feedback, hotel metrics results and provide direction for the day. 
• 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.
• Check with Front Office employees to 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.
• Monitors the daily maintenance logs and follows up with Maintenance Handyperson on OOO rooms and any issues.

RESPONSIBLE BUSINESS

• Maintains exemplary department standards of behaviour and appearance and attitude as expected in an IHG Brand.       
• Inspects front of house and back of house regularly for cleanliness.
• Ensure the hotel is compliant with all relevant IHG Brand Safety Standards.
• Work with the Hotel Manger 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
• Be vigilant with regards to employee, guest and contractor safety and security. 
• Evaluate employee performance with reference to occupational health and safety responsibilities and performance standards. When new employees join, guarantee they will receive a thorough induction and conduct refresher training when required. 
• Appoint fire and emergency wardens for the hotel
• 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.
• 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; 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.
• Take action with the Property Management Systems (PMS) in emergency situations considering the safety and security of team members and hotel guests as well as oneself and providing direction when appropriate.  
• Maintain all procedures and adhere to them within the Pro-invest Hotels Group guidelines, with particular emphasis on hotel credit policy.
• 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 & WH&S policies and procedures, including the correct use of PPE and ensuring the timely 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.
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.
• Perform other duties as reasonably assigned

ACCOUNTABILITY

Reports to – Hotel Manager or designate

Direct reports –

• Express Agent
• Senior Express Agent

 

Indirect reports –

• Indirectly supervises all employees, including contracted labour (Housekeeping and Food & Beverage), whilst on shift each day. 

Key Metrics – 

•  Hotel S&W per shift 
• Hotel KPIs’
• Winning Metrics dashboard; Guest Love, Problem Handling, Overall Breakfast, 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
• Ability to lead in a competitive environment
• Strong leadership skills in managing teams to drive for results
• 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 in Hotel Management and/or
• Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Experience –

• Previous Managerial Experience 
• Type and level of experience required may vary slightly based on size and complexity of operation
• Accounts and financial acumen preferred for Night Audit task
• Hotel operations

Salary $72,000 + Super

Pro-invest Hotel Operating Sydney CBD 2 Pty Ltd