Duty Manager

Crystalbrook Collection Hotels; Cairns Regional; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

50% Food & Beverage discount across Cr

AU$99 room rates and family discount

Parental leave

Career development & training

Mobility program & team rewards

Learning programs

Collaborative culture

Career opportunities

Team engagement events

Job summary

Crystalbrook Riley in Cairns seeks a confident Duty Manager to lead the Front Office team and own service delivery. You will oversee Guest Service Agents, ensuring a warm, seamless guest experience from arrival to departure.

This hands-on leadership role balances operational oversight with hospitality, guiding the team through day-to-day challenges and maintaining high service standards in a luxury setting.

Qualifications

• 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.

Responsibilities

• Lead Front Office service delivery and guide Guest Service Agents in real time.
• Ensure guest interactions are warm, seamless and well-coordinated.
• Balance operational oversight with high standards of hospitality.
• Manage guest requests, resolve concerns with care and discretion.
• Support a smooth experience from arrival through to departure.

Skills

Leadership

Guest service

Communication

Team motivation

Problem solving

Organisational skills

Decision making

Roster flexibility

Tools

PMS familiarity

Hospitality software

Job description

Crystalbrook Riley is a five-star luxury hotel in Cairns, where contemporary elegance meets a relaxed, tropical spirit.

Always living in the moment, Crystalbrook Riley brings together striking design, thoughtful luxury and a strong connection to place. With an environmentally conscious approach, a celebration of the contemporary and a passion for elevated guest experiences, Crystalbrook Riley offers sophisticated accommodation, vibrant dining, distinctive events and memorable moments shaped by the energy, colour and spirit of Cairns.

Bold, stylish and effortlessly welcoming, Crystalbrook Riley is more than a hotel. It is a place to connect, celebrate and experience luxury with personality.

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.