Operations Manager

IHG Hotels & Resorts; Adelaide; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Paid birthday leave

Accommodation and dining discounts

Enhanced parental leave

Lifelong development program

Career milestone celebrations

Transfer of entitlements

Access to discount retail platform

Job summary

IHG Hotels & Resorts is seeking an Operations Manager for Crowne Plaza Adelaide Mawson Lakes. You will oversee Front Office, Housekeeping, F&B, Engineering and Kitchen operations, ensuring smooth day-to-day running and exceptional guest experiences.

You will lead operational excellence, drive revenue, manage labour and cost controls, and support a culture of engagement and service quality across the hotel.

Qualifications

• Degree or higher in Hotel Management or related field, or 4+ years’ management experience across F&B, Front Office and Housekeeping.
• Strong understanding of revenue management, budget control, rostering and payroll.
• Solid knowledge of hotel systems and revenue management principles.
• Excellent project management and cross-functional collaboration skills.
• RSA certificate, Responsible Person Badge & First Aid Certificate.

Responsibilities

• Lead operations across Front Office, Housekeeping, F&B, Kitchen and Engineering to ensure brand standards and KPI achievement.
• Oversee VIP, regular and IHG One Rewards guests and drive guest satisfaction initiatives.
• Analyse HeartBeat data and guest feedback to drive revenue and operational efficiencies.
• Ensure safety, WHS, HACCP and emergency procedures and act as FO Duty Manager when required.
• Lead People & Culture initiatives including recruitment, onboarding and performance development.
• Monitor labour, payroll, purchasing and departmental expenses to maintain budgets.

Skills

Hotel Operations

Front Office

Housekeeping

F&B

Leadership

HeartBeat

Education

Degree in Hotel Management

Tools

Revenue management systems

Job description

Join the team at Crowne Plaza Adelaide Mawson Lakes, a contemporary hotel boasting 155 stylish rooms featuring cutting-edge technology and premium amenities. With versatile meeting spaces, a vibrant Aviator Bar, and our premium restaurant Ember & Vine, this is where sophistication meets warm, genuine hospitality.

Join our team as Operations Manager. Reporting directly to the General Manager, you will oversee and lead all aspects of the hotel’s Front Office operations, while driving the day-to-day management of the wider hotel operation, including Housekeeping, Food & Beverage, Engineering, and Kitchen teams. You will oversee everything that happens behind the scenes, to support the hotel running smoothly. This is a hands on service based role. You will be visible during operations and support the team where needed to ensure all services run smoothly, ultimately resulting in great guest and colleague experiences.

Your day to day

• Lead Hotel Operations: Support operations across Front Office, Housekeeping, F&B, Kitchen and Engineering, ensuring operational excellence, brand standards and KPI achievement
• Drive Guest Experience: Oversee VIP, regular and IHG One Rewards guests, respond to feedback and complaints, and lead initiatives to improve Guest Love, loyalty recognition and overall satisfaction
• Optimise Performance & Revenue: Analyse HeartBeat, guest and social media feedback, identify trends, implement action plans and drive revenue through occupancy, rate, upselling, promotions and operational efficiencies
• Safety & Compliance: Conduct regular hotel inspections, champion WHS and Security, support HACCP, risk and emergency procedures, support HODs and act as FO Duty Manager when required, providing visible leadership across the hotel
• Lead People & Culture: Foster teamwork, engagement and collaboration across departments while partnering with HR on recruitment, onboarding, succession, retention, performance management, leadership development, training, recognition, workplace relations and wellbeing
• Drive Financial & Operational Performance: Monitor labour, build rosters, oversee payroll, purchasing and departmental expenses against budgets and forecasts, while ensuring effective workforce planning, financial controls, security, inventory management and compliance with IHG and hotels policies and procedures.

What We Need From You

• Degree / higher education qualification / equivalent in Hotel Management, culinary arts, or related field or 4+ years’ related experience, in a management capacity across Food & Beverage, Front Office and Housekeeping
• Strong understanding of revenue management, budget control, rostering and payroll, including having a solid understanding of the Hospitality Industry (General) Award 2020
• Comprehension of Hotel systems and revenue management principles
• Excellent project management skills, and experience both working independently on projects as well as collaborating across functions and departments
• Valid Responsible Service of Alcohol (RSA) certificate, Responsible Person Badge & First Aid Certificate
• A proactive, solutions-focused approach with excellent communication and relationship-building skills
• A passion for delivering results while continuously developing both people and self
• You’ll be on your feet most of the day with bending and kneeling. Sometimes you’ll need to lift, push and pull objects, to 23 kg – we have the equipment to support you
• Weekends, afternoon, evening work and public holidays are all part of the job
• Genuine passion for displaying a commitment to our guests to consistently maintain a high level of quality at all times
• Full Australian Work Rights are essential.

What You Can Expect From Us

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s well-being, including:

• Paid birthday leave
• Hotel perks like accommodation and food & beverage discounts
• Enhanced parental leave
• Your career journey will be supported through our lifelong development program
• IHG Career Milestone celebrations
• Transfer of entitlements as you move and grow with IHG
• Access to our discount retail platform that makes your pay for even further

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.