Job Description

Key responsibilities

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

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

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

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

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

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

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

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

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

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

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About you

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

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

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

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

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

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