Assistant Night Manager - Part Time

IHG Hotels & Resorts; Central Coast Council; On-site; AUD 65,000 - 75,000; Full time

Job summary

IHG Hotels & Resorts is looking for a Front Office Manager to ensure excellent guest service and manage daily operations in Central Coast Council, NSW. You will prepare end-of-day procedures, handle guest complaints, and train team members to maintain high service standards.

The ideal candidate will hold a Bachelor’s degree in Hotel Management or Business Administration and possess at least two years of front-office management experience. Strong communication and problem-solving skills are essential. The role offers competitive pay aligned with the Hospitality Industry Award.

Qualifications

• 2 years of front-office/guest-service experience including management.
• Fluency in English; additional language skills are a plus.
• Compliant with RSA certification and hold a full NSW driver’s license.

Responsibilities

• Prepare and execute end-of-day procedures.
• Ensure positive guest experiences and handle complaints.
• Educate and train team members on compliance and standards.

Skills

Communication skills

Problem-solving

Organizational skills

Guest service

Teamwork

Education

Bachelor’s degree in Hotel Management/Business Administration

Job description

Financial

• Prepare and execute the end of day procedures.
• Perform backup and roll the day over to the next day.
• Identify and correct any discrepancies in charges posted to guest folios and conference accounts.
• Maintain intimate knowledge of departmental standards and procedures.
• Perform check‑in, check‑out and room change procedures and ensure all data are entered completely into the hotel systems in accordance with reservations.
• Maintain cashier float and ensure an accurate daily report of all money received.
• Ensure all hotel floats and keys are logged in and out correctly at end of shift.
• Reconcile guest charges with departmental accounts.
• Balance all credit card transactions.
• Balance cashier accounts.

Guest Experience

• Champion the winning ways culture within the hotel to ensure our people deliver positive guest experiences.
• Greet all guests at all times in a friendly and helpful manner and attempt to use guests’ names at every opportunity.
• Respond to guests’ requests at all times.
• Be knowledgeable of all special promotion procedures, including Seasonal Packages, Frequent Flyers Programs and Intercontinental Hotels Group Loyalty programs.
• Attend to guests’ complaints, inquiries and requests, and refer problems to the Assistant Night Manager / Night Manager if unable to assist.
• Do everything possible to ensure that guests depart the hotel with a positive impression of service.

In the absence of other hotel departments, provide a variety of guest services including, but not restricted to, room service, housekeeping, maintenance, reception and reservations.

People

• Attend training courses as required.
• Adhere to personal grooming and hygiene standards.
• Establish and maintain effective employee working relationships.
• Educate and train team members in compliance with federal, state and local laws and safety regulations.
• Ensure staff are properly trained and have the tools and equipment to carry out job duties.

Ensure your team is properly trained on systems, security, service and quality standards.

What we need from you

• Bachelor’s degree, higher education qualification or equivalent in Hotel Management/Business Administration, plus 2 years of front‑office/guest‑service experience including management experience.
• Strong communication skills; guests should feel comfortable approaching you with concerns and compliments.
• Excellent problem‑solving skills that turn issues into opportunities.
• Compliant with minimum age requirements and hold RSA certification and a full NSW driver’s licence.
• Physical capability to lift, push and pull items up to 23 kg.
• Fluency in English; additional language skills are a plus.
• Strong organisational skills, able to work within deadlines and prioritise tasks effectively.

Pay & Conditions

Pay is in line with the Hospitality Industry (General) Award (HIGA), with all entitlements applied in accordance with Fair Work requirements.