About the Venue:

Crowne Plaza Surfers Paradise is ideally located between the Surfers Paradise entertainment strip and the dining precinct of Broadbeach. With 269 spacious rooms and suites, sweeping ocean views, a choice of restaurants and bars, resort-style facilities and versatile event spaces, the hotel is a popular destination for both leisure and business travellers.

As a premium hotel on the Gold Coast, we pride ourselves on delivering exceptional service and creating memorable experiences for every guest. With a busy Front Office operation and a diverse range of guests, this is an environment where strong hospitality leadership, teamwork and genuine care make a real difference.

About the Role:

We are seeking an experienced and hands-on Front Office Duty Manager to join the team at Crowne Plaza Surfers Paradise on a full-time basis.

Working closely with the Front Office leadership team, you will take responsibility for the smooth operation of the hotel during your shifts, leading the Front Office and Guest Services teams and ensuring guests receive a consistently high standard of service throughout their stay.

This is a hands-on leadership role suited to an experienced hotel professional who is confident making decisions, supporting their team and managing a wide range of guest and operational situations. You will be a key point of contact for guests and hotel departments, helping resolve issues, coordinate requests and maintain high standards across the property.

Key Responsibilities:

- Lead the Front Office and Guest Services operation during assigned shifts
- Provide visible and hands-on leadership to Front Office team members
- Ensure all guests receive warm, professional and personalised service
- Manage guest enquiries, complaints and service recovery professionally and effectively




- Coordinate guest requests and communicate with relevant hotel departments to ensure timely resolution
- Monitor arrivals, departures, room allocations and daily Front Office operations
- Support the team in achieving guest satisfaction, service and revenue targets
- Identify and maximise opportunities for room upgrades and additional revenue
- Ensure cash handling, financial transactions and end-of-shift procedures are completed accurately
- Ensure hotel policies, procedures, brand standards and compliance requirements are consistently followed
- Support staff training, coaching, onboarding and ongoing performance development
- Conduct regular property inspections and ensure hotel presentation and guest areas are maintained to a high standard
- Respond appropriately to incidents, emergencies and medical situations in accordance with hotel procedures
- Maintain effective communication with all departments throughout each shift
- Prepare and complete relevant shift reports and operational handovers
- Support the Front Office leadership team with daily operational planning and continuous improvement

About You:

- Previous experience as a Front Office Duty Manager, Assistant Front Office Manager or similar hotel leadership role
- Previous experience within a 4-star or 5-star hotel environment
- Strong understanding of Front Office operations, guest services and hotel systems
- Proven ability to lead, motivate and develop a team
- Confident managing guest complaints, service recovery and challenging situations




- Strong commercial awareness with an understanding of upselling and hotel revenue
- Experience with hotel PMS systems such as Opera, OnQ, RMS or similar
- Strong cash handling and financial reconciliation skills
- Excellent verbal and written communication skills
- Strong organisation, problem-solving and decision-making abilities
- Professional presentation and a genuine passion for hospitality
- Ability to remain calm and effective in a fast-paced hotel environment
- Versatile availability including weekends, evenings and public holidays
- Full Australian working rights required

Benefits:

- Be part of the IHG Hotels & Resorts global hotel network
- Staff discounts on accommodation and dining across IHG and Oscars Group's venues
- Career development and progression opportunities within the hotel and wider Oscars Group
- Training and mentoring from experienced hospitality leaders
- Supportive and collaborative team culture

About Us:

Crowne Plaza Surfers Paradise is proudly part of Oscars Group, one of Australia’s largest privately owned hospitality groups. With over 45 venues across NSW, VIC, QLD and SA, Oscars Group is known for its supportive team culture, strong career development pathways and commitment to delivering premium hospitality experiences across hotels, pubs, gaming, restaurants and event venues.

The hotel also operates under the IHG Hotels & Resorts umbrella, a global hospitality leader with more than 6,000 hotels in over 100 countries. As part of IHG, you’ll be joining a worldwide network that encourages personal growth, celebrates success and provides opportunities to build your hospitality career locally and internationally.

If you’re an experienced hotel professional ready to take ownership of Front Office operations and lead a team in a premium Gold Coast environment, apply today and Join the Fun with Oscars Group!

📌 Front Office Duty Manager (Surfers Paradise)
🏢 Oscars Group
📍 Surfers Paradise