Key responsibilities

Own the Front Office and wider hotel operations during assigned shifts, acting as the primary operational point of contact.

Lead shift briefings, allocate responsibilities and ensure the team understands priorities, VIPs, groups, room status, operational risks and key guest follow-ups.

Maintain a visible leadership presence in guest areas and step into the operation during peak periods.

Make timely operational decisions within authority and elevate significant risk, financial exposure or sensitive matters to the Front Office Manager or senior management.

Ensure handovers are explicit, factual and action-focused, with ownership assigned for outstanding matters.

Coordinate with Housekeeping, Maintenance, Food & Beverage, Reservations and other departments to keep the guest journey seamless.

Set the tone for warm, genuine and personalised service throughout the shift.

Personally oversee VIP arrivals, special occasions, repeat guests and complex requirements where leadership attention adds value.





Take ownership of escalated complaints and service recovery, balancing empathy, fairness, commercial judgement and long-term guest loyalty.

Supervise Guest Service Agents and provide clear direction, support and real-time coaching during the shift.

About you

Advanced working knowledge of Infor HMS and front office systems, supporting team members with operational troubleshooting.

Ability to maintain awareness of occupancy, arrivals, departures, room availability, out-of-order rooms, groups and forecast pressure points.

Ensure guest folios, routing, deposits, pre-authorisations, direct billing, and settlements are accurate and compliant with hotel procedures.

Act as the operational leader during emergencies and incidents, following hotel emergency procedures and escalating appropriately.

Maintain PCI DSS compliance and confidentiality of guest, colleague and business information.

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📌 Hotel Duty Manager (New South Wales)
🏢 View Hotels
📍 New South Wales