Operations Manager - Mercure Melbourne Southbank

Accor is the world’s largest and fastest-growing hotel group with a network of more than 5,000 properties in over 90 countries. We are far more than a worldwide leader. Globally, we are more than 260,000 hospitality experts placing people at the heart of what we do and nurturing real passion for service and achievement beyond limits.

This 4-star property, Mercure Melbourne Southbank, welcomes all guests, whether for business or leisure, short or long stay. Offering the ultimate location on the doorstep of the stunning Yarra River and next door to iconic landmarks Queen Victoria Gardens, National Gallery of Victoria, Flinders Street, Collins Street and hidden alleyways, it’s the perfect base for any stay and to work.

The Hotel Operations Manager will be responsible for overseeing the day-to-day operations of the Front Office and Food & Beverage departments. Your leadership will ensure excellent service delivery, smooth communication between teams, and the achievement of performance and financial targets. You will work closely with department heads to manage operations, enhance the guest experience, and drive revenue growth.

Key Responsibilities:

• Operational Oversight: Manage the day-to-day operations of both the Front Office and Food & Beverage departments to ensure seamless service delivery. Oversee guest check-ins/outs, reservations, food and beverage service, and event catering. 

• Guest Satisfaction: Ensure a high level of guest satisfaction in both departments. Address guest concerns promptly, monitor feedback, and implement solutions to improve the guest experience in both Front Office and Food & Beverage operations.

• Staff Management & Development: Lead, supervise, and motivate teams across both departments. Provide training, set goals, conduct performance reviews, and create a positive work environment that fosters teamwork, accountability, and excellence.

• Financial Performance: Work with the General Manager to develop and manage departmental budgets, track expenses, and implement strategies to control costs while maximizing revenue. Monitor and adjust staffing levels, inventory, and resources to improve profitability.

• Inventory & Resource Management: Oversee the management of inventory in both the Front Office (e.g., guest amenities, supplies) and Food & Beverage (e.g., food, beverages, equipment). Optimize resource allocation to reduce waste and improve cost efficiency.

• Collaborative Strategy: Work closely with senior management and other departments to align operational strategies, enhance guest experiences, and achieve revenue goals. Coordinate with marketing and sales teams to promote hotel services and create special promotions.

• Performance Monitoring: Regularly review key performance indicators (KPIs) for both departments and implement action plans to improve operational efficiency, guest satisfaction, and financial outcomes.

• Proven experience in hotel management, with specific expertise in both Front Office and Food & Beverage operations.

• Strong leadership skills with a proven ability to manage teams, improve performance, and foster a collaborative work environment.

• Excellent communication, problem-solving, and customer service skills.

• Financial management experience, including budgeting, cost control, and revenue maximization.

• Knowledge of hotel management software, point-of-sale systems, and operational best practices.

• A degree in Hospitality Management, Business Administration, or related field is preferred.

• Ability to work flexible hours, including weekends, holidays, and evenings as needed.

What’s in it for you

• An opportunity to Work Your Way, Learn Your Way and experience Benefits Your Way at Accor
• Ability to really contribute and feel pride in knowing you have made a difference to the greater good of the Hotel Operation
• Work alongside passionate industry professionals
• Be mentored by experienced Accor Hospitality professionals who want to see you succeed!