AddressThe Company
Travellers Group is a proud Australian, family-owned company. Our industry-leading team is driven by our mission to deliver a new regional Australian accommodation benchmark, creating experiences that go beyond mere lodging and offer best-in-class ‘home away from home’ accommodation for our guests.
Our guest obsessed culture is all about delivering a place that is comfortable, friendly, and evokes feelings of familiarity that make you kick off your shoes and relax. Our streamlined operations focus on centralised efficient systems and processes are delivered within a fun, supportive and disciplined culture.
Role Overview
Reporting to the Managing Director, our General Manager has overall management accountability for the ‘day-to-day’ operations of the property ensuring a smooth, effective and profitable business. Supported through the Group's ‘Central Services’, the GM's key responsibilities are aligned to positive leadership values that support all Team Members to provide guests and other key stakeholders with friendly, professional and efficient service at all times.
Key Responsibilities
Operational
- Ensure smooth, efficient day-to-day operation of the property through effective communication with all Team Members via planning and executing.
- Maximise operational performance both financially and through guest and employee engagement and identify areas for improvements.
- Ensure the properties plant and equipment is continuously maintained to a good operating order through preventative maintenance, as well as the property is kept highly presentable both ‘front and back of house’ at all times.
- Ensure the housekeeping team maximise productivity including rooms and public areas whilst consistently maintaining the quality of the product.
- Provides accurate and timely management reports as required by the Managing Director (MD) and Travellers Group.
- Remain proactive and lead by example in providing extraordinary service to all key stakeholders of the business at all times.
Guests
- In collaboration with Team Members implement strategies to enhance guest service standards which meet/ exceed the expectations of guests, as well as regularly conduct on-the-job service delivery reviews both ‘front and back of house’ to ensure these standards are being maintained.
- Manage and respond quickly and professionally to all guest feedback directed providing relevant action and follow up.
- Support Team Members with systems and processes towards reviewing and responding to all guest online and written feedback, as well as ensuring the associated reports and measures are shared and regularly reviewed to attain set benchmark goals.
Sales & Marketing/Revenue & Distribution
- In collaboration with the Marketing Manager (MM) assist where required towards the execution and delivery of the annual Marketing Strategic Plan and Budget, incorporating specific strategies to maximise revenue outcomes across all market segments.
- Lead a culture of strong sales focus providing leadership & direction in creating account/segment specific strategies with training & mentoring as required to ensure successful implementation.
- Work with the MM to build offers for specific tactical campaigns for both rooms and food & beverage offerings.
- Regular review of appropriate internal & external reporting & intelligence to provide strategic analysis to align future strategy/ plans to market conditions for Rooms.
- Maintain an understanding of all distribution systems and booking channels, working closely with the property’s Revenue Manager to maximise revenue outcomes via these channels.
- Support the MM to liaise with all local and domestic tourism bodies keeping up to date of changes within the tourism Industry to change the business approach if required.
- Support the Revenue Manager with the maximisation of yield management through occupancy and room rates to meet and/ or exceed budgets.
- Work with the MM to implement and maintain up-selling opportunities.
Financial, Compliance & Licensing
- In collaboration with the MD, Financial Controller, MM and Accountant create and implement the annual business plan and budget, incorporating specific strategies to maximise and achieve financial objectives across all areas of the business.
- Work with the Accountant to oversee the timely and accurate reporting of all property finance related activities.
- In conjunction with MD and Accountant lead a culture of strong financial and accounting focus across the property-based team.
- Support the Accountant to provide leadership in creating specific policies and procedures for internal treasury and control, risk management, and corporate compliance measures with training and mentoring as required to ensure successful objectives.
- Ensure the operating budget is maintained and costs are controlled, particularly manning levels and payroll.
- Ensure all systems and controls in the Property are operating efficiently and in accordance with Travellers Group policies and procedures.
- Assist Revenue Manager and Accountant to prepare monthly forecasts of business and implements strategies to increase business levels accordingly.
- Ensure all federal and state licensing and operating legislation are strictly adhered to.
- Negotiate and implement robust commercial agreements with suppliers and service providers for property operations.
- Maintain a good understanding of all 3rd party contracts ensuring property operations remains compliant with these at all times.
- Control and regularly reviews par stock levels, product pricing and new products.
- Closely monitor all key Rooms and F&B financial ratios and act upon these where necessary.
Human Resources:
- Conduct and assist with the recruitment of new Team Members when required.
- Implement and development training plans ensuring on and off the job training sessions and inductions for all Team Members.
- Support creating a working culture that encourages the learning and growth of all Team Members.
- Conduct performance appraisals for all property Team Members.
- In conjunction with the Accountant complete payroll and timesheet processing in a timely and accurate manner.
- Lead objectives that maintain a highly motivated and participative workforce.
- Ensure strict compliance to equal opportunity, harassment, and sexual harassment laws.
- Ensure that all Occupational Health and Safety requirements for the company are met supporting the company in its endeavour to provide a safe and healthy accommodation offering and workplace.
- Maintain a strong understanding of the industrial relations instruments (e.g. federal HIGA award) and carry out this accordingly.
Generic
- Embrace the knowledge-share culture of the team ensuring all methods, reports, and data accessed and generated are stored correctly and are readily available for shared use within the property.
- Participate/engage in industry events and maintain relevant market knowledge.
Essential Skills / Attributes
- Previous management experience in a motel or hotel operating environment within regional Australia.
- A highly effective relationship builder and communicator with exceptional presentation and facilitation skills.
- A proven track record of planning and implementing change management within a business.
- A team orientated person who is target and results driven.
- Adaptable and nimble.
- Highly organised with a high level of attention to detail.
- Proficient with technology, particularly Microsoft suite and Xero accounting.
- Working rights in Australia are a must. Please do not apply if you do not possess this essential attribute.
We invite Candidates to express your interest via a Cover Letter addressing the ‘Key Responsibilities’ and ‘Essential Skills / Attributes’ of our role, submitting this along with your CV.
This is an exciting opportunity to join our company in our early stages helping to form part of shaping our growth and ‘best-in-class’ service delivery. A long-term career progression path is on offer, complimented with an attractive remuneration package inclusive of a fully furnished 2-bedroom apartment and utilities.
