Duty Manager

Pinnacle People; City of Brisbane; On-site; AUD 60,000 - 70,000; Full time

Job summary

Pinnacle People in Brisbane is seeking a dynamic Duty Manager to lead daily operations and staffing for Brisbane and the Gold Coast.

You will oversee shifts, rostering, client and employee inquiries, and ensure service standards across front office and guest services. This role requires supervising staff, coordinating resources, and taking initiative to resolve issues on the floor.

Qualifications

• Experience in hospitality or hotel management, preferably supervision.
• Strong front office operations and guest services knowledge.
• Excellent leadership and ability to motivate teams.
• Outstanding customer service and professional handling of issues.
• Strong communication, both written and verbal.
• Proficient computer skills and multitasking in fast-paced settings.
• Available to work a rotating roster across 6 days, including weekends.

Responsibilities

• Coordinate and oversee casual workforce operations during shifts.
• Manage check-ins, attendance, shift coverage and roster changes.
• Act as primary contact for client and employee inquiries.
• Build strong relationships with clients and ensure service delivery.
• Ensure compliance with site requirements, policies and safety standards.
• Monitor staff performance and participate in performance management.

Skills

Leadership

Guest services

Team management

Communication

Problem-solving

Staff rostering

Tools

Front office software

Scheduling software

Job description

We are seeking a dynamic Duty Manager to join the team at Pinnacle People. This is a full-time position based in Brisbane where you will play a critical leadership role in managing daily operations in the staffing and recruitment for Brisbane and the Gold Coast.

Key responsibilities

Coordinate and oversee casual workforce operations during assigned shifts, ensuring all client staffing requirements are met and services are delivered efficiently.

Manage employee check-ins, attendance, shift coverage and last-minute roster changes to maintain operational continuity.

Act as the primary point of contact for client and employee enquiries, resolving issues promptly and professionally.

Build and maintain strong relationships with clients, ensuring a high standard of service delivery and workforce support.

Ensure all employees comply with client site requirements, company policies, workplace procedures and safety standards.

Monitor staff performance, attendance and conduct, escalating concerns and contributing to performance management processes as required.

Respond effectively to operational issues, employee incidents and urgent staffing requirements, making decisions independently when necessary.

What we're looking for

Proven experience working in a hospitality or hotel management environment, preferably in a supervisory or management capacity

Strong knowledge of front office operations and guest services best practices

Excellent leadership and team management abilities with the capacity to motivate and develop staff

Exceptional customer service skills with the ability to handle challenging situations with professionalism and tact

Outstanding communication skills, both verbal and written

Proficiency with computer software

Strong organisational and multitasking abilities in a fast-paced environment

Problem-solving skills with the ability to make decisions independently and take initiative

This role requires availability to work a rotating roster across 6 days

The rotating roster includes weekends as required