Accommodation Manager

Accommodation Manager

• Permanent Role
• $70-80K PA
• Cairns QLD

POSITION:

Full-time position for an Accommodation Manager is available in Cairns City 4870 QLD.

SKILLS:

You must have a least a relevant AQF (or equivalent) Diploma or above + 2 years of relevant work experience. If no relevant qualification, 3 years of relevant experience is required.

RESPONSIBILTIES:

As the Accommodation Manager, you will be responsible for overseeing the day-to-day operations of the accommodation venue, ensuring exceptional guest experiences and efficient service. You will manage shift operations, supervise and train junior staff and maintain high standards of customer service. You will also ensure accurate transactional processing using the Property Management System (Guest Centrix), address guest inquiries, and resolve any concerns to enhance satisfaction and contribute to the venue's success.

TASKS INCLUDE:

Customer Focus:

• Responsible for the supervision of all operational functions of the hostel.
• React to situations to ensure guests receive prompt attention in a professional manner.
• Respond to guest needs and able to enact problem resolution and service recovery when required.
• Demonstrated ability to interact with guests, employees and third parties that reflects positively on the reputation of the business.
• Maintain a complete working knowledge of, and ensures the team has knowledge of:
  • All hotel facilities/services, hours of operation
  • All guest room layouts, bed types, d?cor, appointments and locations
  • Room availability for any given day
  • Restricted dates, rates and room types
  • Specific arrangements between Accommodation (hostel), Travel and Bar
  • Entertainment/Special events and promotion of these events within the hostel
• Consistent delivery of superior customer service and ensuring that reception staff are doing the same.
• Treat each guest as they are your most important guest of the day. Acknowledge all guests approaching the desk with a smile and maintain a friendly, polite and helpful persona.
• Perform check in and check out duties efficiently and accurately. Create a welcoming first impression and a positive final impression for all guests and patrons.
• Maintain an accurate guest ledger in Guest Centrix and ensure that supervised staff are processing bookings correctly and adhering to procedures specified for all agents and deals.
• Proactively seek feedback from guests throughout their stay and again, upon departure. Be able to share significant feedback with management and suggest strategies towards improving the guest experience.
• Assist guests with all questions and queries relating to all departments.
• Maintain awareness of incoming groups, VIPs and persons as identified by management.
• Maintain excellent communication with the Housekeeping and Reservations departments to effectively communicate all guest movements and requests.
• Maintain strict confidentiality with guest, employee and company information as per the Employee Handbook Code of Conduct (Confidentiality and information security) both on and off duty.
• Assist with performing housekeeping requests when Housekeeping is not available to do so.
• Inspect front of house, back of house and guest common areas for cleanliness.
• Processes maintenance requests.

Business Awareness:

• Stay up to date with rate changes, packages, and promotions to manage guest accounts effectively.
• Upsell products and services, including room upgrades and in-house amenities, to maximize revenue.
• Handle phone bookings and inquiries to increase sales and ensure efficient operations.
• Resolve cash variances and assist with Night Audit requirements.
• Maintain Safe Movement and Due Back procedures daily.
• Monitor guest billing, credit instructions, and use the Property Management System (Guest Centrix) in emergencies.
• Collaborate with management to ensure operational roster planning aligns with revenue goals.

People Management:

• Promote a positive, fun team environment with strong employee morale.
• Supervise reception staff and support other departments during peak periods.
• Ensure staff adhere to conduct, uniform, hygiene, and appearance standards.
• Review and adjust staff rostering to balance peak and quiet periods efficiently.
• Manage employee grievances and support training, performance reviews, and development.
• Lead by example, promoting teamwork and effective communication.

Other:

• Adapt to new ideas and make necessary changes to improve operations.
• Be available for weekend and holiday work and attend required meetings and training.
• Handle minor compliance issues, report higher-level concerns, and manage IT systems effectively.
• Lead by example in punctuality, cash handling, guest account management, and reporting.

Workplace Health and Safety:

• Stay familiar with fire evacuation procedures and assist with emergency procedures.
• Ensure compliance with health and safety policies and respond to potential hazards.
• Report incidents and hazards, ensuring safety standards are met during shifts.

REQUIRED SKILLS & BEHAVIOURS:

• Proficient in use of Guest Centrix or similar Property Management Systems.
• Excellent problem solving and organisational abilities.
• Positive work attitude and team player.
• Exceptional customer service skills – lead by example.
• Polite, professional, friendly and helpful.
• High level of attention to detail to maintain product standards and ensure efficient time management of the department.
• Ability to work well under pressure.
• Ability to work well in high volume environment.
• Knowledge of facilities within the complex.
• Knowledge of local area.
• Computer literacy essential.
• Troubleshooting skills are preferred.

SALARY:

$70,000 - $80,000 based on experience.

TO APPLY:

Applications in Word format should be forwarded to us by clicking the ‘Apply’ button below.