Description:
About UsOscars Group is a passionate, creative and dynamic privately owned hospitality group founded in 1986. Owned and operated by the Gravanis family for over thirty years, the group began with the acquisition of a single pub in Sydney’s Inner West.
Today, Oscars Group is one of the largest privately owned hospitality groups featuring an ever-expanding portfolio of 46 Assets across NSW, Queensland and Victoria. The group operates across a variety of segments including accommodation, pubs and gaming, retail liquor, conference and events centres, chartered vessels, and both commercial and residential developments.
About The Venue
Crowne Plaza Shell Cove, the perfect blend of coastal opulence and upscale comfort set to open soon in one of New South Wales’ most exciting waterfront destinations, Shell Cove Marina. Ideally located just south of Wollongong, this premium property offers a relaxed seaside escape with world-class amenities and modern design.
About The Role
We are seeking a proactive, hands-on and experienced Hotel Operations Manager to join our team on a full-time basis at Crowne Plaza Shell Cove Marina, currently nearing construction completion. This role will oversee the front office, external housekeeping team, guest services and conference operations to ensure seamless service delivery and operational readiness. During the pre-opening stage, the Hotel Operations Manager will be instrumental in establishing standard operating procedures, hiring and training staff, setting up systems, and coordinating with other departments to ensure a successful hotel opening. Reporting to the General Manager, this is a unique opportunity to be part of the hotel from the ground-up and play a key role in bringing a world-class hospitality experience to life.
Key Responsibilities
Pre-Opening
- Lead the planning, design, and implementation of conference events & rooms-related operational procedures.
- Partner with Talent & Culture and department heads to recruit and onboard rooms division staff.
- Oversee the setup and testing of property management systems (PMS), telephone systems, guest service platforms, and housekeeping management systems.
- Develop departmental SOPs, checklists, and training manuals for all rooms-related operations.
- Collaborate with contractors, designers, and procurement teams to ensure rooms and public areas meet brand standards and operational requirements.
- Conduct mock runs and dry openings to test service standards and identify process improvements.
- Ensure all health & safety, hygiene, and quality control measures are in place pre-opening.
- Direct daily operations of the front office, conference & events, guest services, oversite of the Housekeeping team and related areas.
- Maintain high standards of guest service in alignment with brand expectations.
- Monitor occupancy, room rates, and departmental budgets, optimising profitability and efficiency.
- Implement and monitor staff training programs and performance evaluation systems.
- Work closely with Sales, Marketing, Engineering, and F&B departments to support smooth operations and guest satisfaction.
- Manage guest feedback, complaints, and service recovery processes.
- Ensure compliance with legal, brand, and safety standards at all times.
- Previous Front Office management experience as well as experience in hotel opening and pre-opening, desirable.
- Experience in coaching and developing a team, recruitment and performance management.
- Must be flexible in terms of working hours and schedules.
- Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
- Excellent organisational, time management and computer literacy skills.
- The ability to deal with guest issues in a timely, positive and professional manner.
- Must be able to handle a multitude of tasks in an intense, ever-changing environment.
- Knowledge of the Opera system will be highly regarded.
- Access to IHG discounts.
- Internal and external training and development opportunities including an online training platform.
- Career development opportunities within Oscars Group across 45+ amazing venues.
- Employee Assistance Program
- Mentoring from a strong team of hospitality professionals.
- Reward and recognition programs.
3 Jul 2025;
from:
linkedin.com