Night Manager: Guest Experience & Operations Lead

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

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

Your day to day:

Financial

• Prepare and execute the end of day procedures.
• Perform back up and roll the day over to the next day.
• Identify and correct any discrepancies in charges posted to guest folios and conference accounts.
• Maintains intimate knowledge of departmental standards and procedures
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Maintains cashier float and ensures accurate daily report of all money received.
• Ensure all hotel floats, Keys are logged in and out, are correct at end of shift
• Reconcile guest charges with departmental accounts
• Balance all credit card transactions
• Balance cashiers accounts
  
  

Guest Experience

• Champions the winning ways culture within the hotel to ensure our people are consistently delivering positive guest experiences
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
• Responsible and attends to guest’s request at all times
• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.
• Attends to guest’s complaints, inquiries and requests, referees problems to Assistant Night Manager/ Night Manager if he/she unable to assist
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel 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

• Attends training courses as required
• Adheres to personal grooming and hygiene standards
• Establishes and maintains effective employee working relationships
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
  
  

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

People

• Attends training courses as required
• Adheres to personal grooming and hygiene standards
• Establishes and maintains effective employee working relationships
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
  
  

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

What we need from you

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including management experience.
• Communication skills – guest will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem solving skills will turn issues into opportunities so every guests leaves with great memories
• Compliant – you’ll be above minimum age required and hold RSA Certification & Full NSW Drivers Licence
• Strong – sometimes you’ll need to lift, push, and pull big objects up to 23kgs.
• Fluency in English – extra language skills would be great, but not essential
• Strong organisational skills, work within deadlines and prioritise effectively
  
  

Pay & Conditions

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

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