Hotel Manager

**Job Summary**:
As Hotel Manager, you’ll keep our hotel running smoothly and make sure everything is working well and all our guests are safe and comfortable. You’ll maximise financial returns, driving development of people, creating and maintaining a unique guest experience, executing brand standards, and building awareness of hotel and brand in the local community. You’ll develop and implement strategies to ensure revenue and room sales goals are achieved, tactical plans are created and implemented, and results are monitored and achieved. Act as the General Manager in his/her absence. Your day-to-day responsibilities include but not limited to the following:
**People**
- Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers
- Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance
- Recommend or initiate any HR related actions where needed
- Drive a great working environment for teams to thrive - connect departments to create sense of one team
- Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals
- Communicate and enforce policies and procedures
- Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
- Develop, implement and monitor team member succession planning to ensure future bench strength for Holiday Inn Express brand

**Guest Experience**
- Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
- Lead the Continuous Improvement process and culture within the hotel and install a Brand Hearted culture within the team by coaching and training them to understand, interpret and deliver a Brand Hearted culture
- Carrying out any other initiatives that are related to the promotion, communication, and reinforcement of the Holiday Inn Express culture in the hotel
- Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance
- Develop programmes and initiatives to increase team engagement that are aligned with the hotel’s service philosophy
- Drive and deliver hotel goals with outsource partner and manage outsource services efficiently and efficiently
- Demonstrate BrandHearted behaviours by maintaining compliance with all brand standards, behaviours, hallmarks and license agreement mandates.
- Lead a team to drive improvement in guest love targets and goals. Collaborate with team members to establish and implement services and programs that meet or exceed guest expectations.
- Support and deliver IHG’s Culture of Clean

**Financial Returns**
- Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments
- Produce monthly reports and sales forecasts to analyse current/potential market and sales trends, coordinate activities to increase revenue and market share and monitor performance to ensure actual sales meet or exceed established revenue plan
- Review monthly reports and sales forecasts to analyse current/potential market and sales trends, coordinate activities to increase revenue and market share and monitor performance to ensure actual sales meet or exceed established revenue plan
- Preparation of the annual departmental operating budget, financial plans, outsourcing contracts
- Foster positive owner relationships and assist in providing ongoing information and status reports
- Analyse financials to drive revenues, future profitability and maximum return on investment
- Prepare and submit statistical, performance, and forecast analyses and reports as required
- Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control
- Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR
- Drive and Champion Workforce Optimization Tool in order to deliver an efficient and productive hotel manning level
- Manage and foster strong relationships with key 3rd Party vendors to support operational needs

**Responsible Business**
- Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements
- Comply with hotel and local laws regarding health, safety and alcohol services
- Identify improvements to marketing activities and overall hotel sales performance
- Maintain a focus and commitment to operating a “Green” hotel
- Develop and carry out action plans to be environmentally-conscious by taking steps to reduc