Duty Manager

Crystalbrook Collection; Cairns Regional; On-site; AUD 65,000 - 90,000; Full time

Job summary

Crystalbrook Bailey is a modern hotel seeking a confident Duty Manager to join the Front Office leadership team. You will lead service delivery on the floor, guide Guest Service Agents in real time and ensure warm, seamless interactions throughout the guest journey.

This hands-on leadership role balances operational oversight with genuine hospitality, prioritising guest satisfaction, staff development and strong service standards across shifts, including evenings and weekends.

Qualifications

• Proven experience in Duty Manager or Front Office leadership.
• Passion for delivering personalised guest experiences.
• Excellent communication and interpersonal skills.
• Ability to balance priorities and lead a team on floor.
• Availability for evenings, weekends and public holidays.

Responsibilities

• Lead Front Office service delivery and guest interactions.
• Guide Guest Service Agents in real time.
• Maintain service flow and respond to guest needs.
• Resolve guest concerns with care and discretion.
• Support a smooth arrival through to departure experience.

Skills

Duty Manager experience

Front Office leadership

Guest service excellence

Communication skills

Team coaching

Problem solving

Hotel systems experience

Flexible schedule

Tools

PMS software

CRM tools

Job description

Crystalbrook Bailey is modern, creative and quietly confident - a hotel with a deep appreciation for art, design and individuality.

Choosing the path less travelled, Crystalbrook Bailey celebrates originality, thoughtful detail and a genuine connection to local culture. This is the kind of place that feels just as at home exploring a gallery, wandering through a local farmers market or discovering something beautifully unexpected.

With a personality shaped by creativity and curiosity, Crystalbrook Bailey offers a distinctive guest experience where contemporary style, considered hospitality and artistic spirit come together.

The Opportunity:

We are seeking a confident and capable Duty Manager to join our Front Office leadership team.

This is a hands-on leadership role at the centre of the hotel experience, where thoughtful service, calm decision-making and strong team support come together. You will lead Front Office service delivery, maintain service flow and help ensure each guest interaction feels warm, seamless and considered.

Visible across the hotel, you will guide Guest Service Agents in real time, respond confidently to guest needs and support a smooth experience from arrival through to departure.

Balancing operational oversight with genuine hospitality, you will manage guest requests, resolve concerns with care and discretion and uphold strong service standards throughout your shift.

This opportunity is ideal for a hospitality leader who enjoys being present on the floor, supporting a high-performing team and creating memorable guest experiences through confidence, care and attention to detail.

The Talent:

You are a natural leader who brings warmth, composure and confidence to guest-facing environments. You understand that exceptional hospitality is created through thoughtful service, strong communication and a team that feels supported.

You enjoy leading from the front, staying close to the operation and helping others succeed. Calm under pressure and solutions-focused, you are confident making decisions, resolving guest concerns and keeping the guest experience moving smoothly.

You will bring:

• Previous Duty Manager, Front Office Supervisor or hotel leadership experience
• A genuine passion for delivering thoughtful, personalised guest experiences
• Strong leadership capability, with the ability to motivate, coach and support team members
• Confidence managing guest feedback and resolving issues with professionalism and care
• Excellent communication and interpersonal skills
• Strong organisational skills and the ability to balance multiple priorities
• A proactive and adaptable approach, with sound judgement and problem-solving capability
• Experience working with hotel systems and property management platforms
• Availability to work across a rotating roster, including evenings, weekends and public holidays

Experience within a luxury hotel environment will be highly regarded.

Why Us:

You will work alongside exceptional people in a supportive, collaborative and agile environment, where you are encouraged to grow, contribute and create memorable experiences.

We are proud to offer a range of industry-leading benefits designed to support your lifestyle, career and wellbeing, including:

• 50% Food & Beverage discount across all Crystalbrook restaurants and bars
• $99 room rates and a generous friends and family accommodation discount
• Enhanced parental leave and lifestyle benefits
• A commitment to a greener future through responsible and sustainable practices
• Access to our internal mobility program and team reward schemes
• Online learning and training with tailored career development pathways
• A culture of collaboration, elevating experiences and celebrating diversity
• Limitless career opportunities in a fast growing, dynamic and progressive environment
• Regular service recognition and team engagement events

Crystalbrook Collection is an award-winning hotel development and management company, home to one of Australia’s newest portfolios of distinctive upscale hotels, restaurants and bars.

In just eight years, we have grown to own and manage more than AU$1 billion in luxury hotel assets across New South Wales and Queensland, with exciting new hotels planned for Adelaide and Canberra in 2026 and 2027.With continued ambition for growth across Australia and internationally, Crystalbrook Collection is proudly shaping a bold and distinctive future in hospitality.