Operations Manager at IHG Hotels & Resorts in Australia

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 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 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.

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.