Job Description

Don't just function, flourish. With EVT Connect Hospitality. The EVT Connect Hospitality team can be relied on for best-in‐class insights into how to drive performance for the brand; from local talent development and operations, to driving market leading revenue strategies for third‐party loyalty programs, distribution and brand standards.

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Hotel Indigo Sydney Potts Point is a vibrant, boutique IHG hotel located in one of Sydney's most iconic neighborhoods. We deliver exceptional guest experiences inspired by the local culture, design, and lifestyle.

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We are seeking a Front Office Duty Manager to oversee daily front desk operations, lead the team, and ensure the delivery of superior guest service while maintaining compliance with brand and legal standards.

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Position Overview

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As a Duty Manager, you will manage front office operations, support team development, drive operational excellence, and ensure guests receive a seamless and memorable stay. This role requires flexibility across all shifts, including nights, weekends, and public holidays.

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Key Responsibilities

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- Monitor and perform basic banking and cash handling tasks.
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- Process guest payments, including room charges, credit, debit, and cash, in accordance with established procedures.
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- Ensure adherence to procedures for hotel accounting, credit control, and financial security.
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- Follow up on credit checks and liaise with the Front Office Manager as required.
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- Accurately process cash and credit card transactions, post charges, prepare deposits, and complete financial reports.
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People Management:

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- Lead, coach, and mentor front office team members to enhance performance and engagement.
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- Ensure team compliance with brand standards for presentation, grooming, and punctuality.
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- Conduct performance reviews and support employee development plans.
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- Train employees on brand standards, service behaviors, and regulatory requirements.
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- Promote teamwork, effective communication, and collaboration across departments.
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- Attend and deliver training sessions, ensuring pre- and post-course requirements are completed.
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- Ensure detailed and consistent shift handovers between outgoing and incoming teams.
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Guest Experience:

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- Deliver prompt, professional, and personalised guest service at all times.
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- Greet and interact with guests, responding to enquiries, feedback, and complaints in a timely manner.
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- Escalate complex issues to the Front Office Manager as required.
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- Maintain accurate hotel logs and communicate key guest information internally.
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- Drive recognition and engagement with rewards members and VIP guests.
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- Ensure reservation requests and inventory are correctly managed in the PMS.
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- Maintain a strong focus on guest satisfaction metrics and continuous improvement.
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Responsible Business Practices:

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- Maintain exemplary department standards of behavior, appearance, and attitude.
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- Conduct regular inspections of front and back of house areas to meet cleanliness and brand standards.
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- Ensure compliance with Brand Safety Standards and occupational health and safety regulations.
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- Appoint and support fire and emergency wardens and champion hazard identification and mitigation.
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- Adhere strictly to company policies on privacy, data protection, and ethical business conduct.
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- Perform other reasonable duties as assigned.
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In Return We Offer:

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- Career development and growth within a national hotel network.
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- Supportive team culture with ongoing training opportunities.
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- Employee benefits including team member accommodation and F&B; discounts.
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- Employee Assistance Program (EAP) for wellbeing support.
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What We're Looking For:

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- Previous experience in a Duty Manager, Front Office Manager, or Supervisor role.
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- Strong knowledge of front office operations, guest service, and PMS systems (Opera preferred).
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- Excellent leadership, coaching, and people management skills.
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- Strong financial acumen with attention to detail.
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- Confident communicator with a skilled, approachable demeanor.
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- Flexibility to work across various shifts, including nights, weekends, and public holidays.
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📌 Duty Manager (Bullatale)
🏢 Hotel Indigo
📍 Bullatale