Duty Manager

Crystalbrook; Cairns Regional; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

F&B discount

Staff room rate discounts

Parental leave benefits

Sustainability initiatives

Internal mobility program

Online learning and training

Team rewards

Job summary

Crystalbrook Riley in Cairns is seeking a confident Duty Manager to join our Front Office leadership team. This hands-on role leads service delivery, maintains smooth flow and guides Guest Service Agents from arrival to departure.

You will balance operational oversight with genuine hospitality, resolve guest concerns with care, and uphold high standards across shifts. Availability to work across a rotating roster, including evenings, weekends and public holidays, is required.

Qualifications

• Previous Duty Manager, Front Office Supervisor or hotel leadership experience.
• Strong communication and interpersonal skills.
• Ability to balance multiple priorities and stay calm under pressure.
• Experience with hotel systems and PMS.

Responsibilities

• Lead Front Office service delivery and guest interactions.
• Guide Guest Service Agents in real time.
• Resolve guest concerns with care and discretion.
• Uphold service standards across shifts.
• Support floor presence and staff development.
• Manage guest requests from arrival to departure.
• Oversee smooth operation during evenings, weekends and holidays.

Skills

Front Office leadership

Guest service excellence

Team motivation

Communication skills

Organisational skills

Problem-solving

Availability for rotating roster

Hotel systems experience

Tools

Opera PMS

Job description

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.

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.