Hotel Service Manager - Rydges Gold Coast

Hotel Service Manager – Rydges Gold Coast

Rydges Gold Coast sits proudly in the ever-growing Star group portfolio. We are the largest Queensland independent hotel business and we like to do things a bit different.

With the growth and development of our teams and business we are now on the lookout for a Hotel Service Manager to join the Star Family and take this gem to the next level . With venues from South Australia, Gold Coast to North Queensland, the career opportunities are endless.

Your duties will include, but are not limited to:

1. Leading Guest Services Teams
   Utilises interpersonal and communication skills to lead, influence, and encourage others; encourages and builds mutual trust, respect, and co-operation among team members. Supervises and manages employees in hotel front office. Manages all day-to-day operations. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
2. Maintaining Guest Services and Front Desk Goals
   Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. Intervenes in any guest/employee situation as needed to ensure the integrity of the hotel is maintained, guest satisfaction is achieved, and employee well-being is preserved. Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
3. Ensuring Exceptional Customer Service
   Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Provides immediate assistance to guests as requested. Ensures employees understand customer service expectations and parameters. Participates in the development and implementation of corrective action plans to improve guest satisfaction.
4. Implementing Projects and Policies
   Implements the customer recognition/service program, communicating and ensuring the process. Manages payroll administration.
5. Conducting Human Resource Activities
   Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Participates in employee progressive discipline procedures. Uses all available on-the-job training tools for employees. Supervises ongoing training initiatives and conducts training when appropriate. Participates in the employee performance appraisal process, providing feedback as needed.
6. Additional Responsibilities
   Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Maintains high visibility in public areas during peak times. Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. Performs Front Desk duties in high demand times.

Salary Offers of $73,000 for Hotel Service Manager depending on experience.

To be successful in this role, you will ideally have:

• At least 3 years experience as a Hotel Service Manager
• At least 2 years experience in a fast-paced Food and Beverage operation
• RMS PMS experience preferred
• Proven experience in leading and effectively motivating a team
• Strong interpersonal skills both with internal and external customers
• Outstanding written and oral communication skills
• Confidence and ability to handle complex issues and ability to problem solve
• Excellent time management skills and the ability to meet deadlines
• Impeccable grooming and personal presentation
• Unlimited working rights in Australia

If you love hospitality the way we do and get a kick out of making your customers and staff feel special, we want you to apply now!

Apply online or visit us in venue with a resume!

Your application will include the following questions:

• How many years\‘ experience do you have as a Hotel Service Manager?
• Which of the following statements best describes your right to work in Australia?
• Do you have customer service experience?

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

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