Duty Manager

InterContinental Hotels Group; City of Melbourne; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Employee benefits

Uniform provided

Impressive room discounts

Excellent training

Job summary

InterContinental Hotels Group (IHG) in Melbourne seeks a Duty Manager to lead guest experiences, drive team performance and oversee hotel operations. You will set high standards for cleanliness, service, and productivity while championing the one team culture.

You’ll coach your team, handle guest concerns, and manage emergencies with calm, professional oversight. The role requires a Diploma/degree in Hospitality, RSA and First Aid/CPR, and availability across a 7-day roster.

Qualifications

• Diploma or degree in Hotel Management/Hospitality preferred.
• Strong guest service and problem-solving skills.
• Excellent written and verbal communication.
• Ability to stay calm under pressure and make sound decisions.
• Organisational and time-management abilities.
• Experience with Opera/PMS and UKG is highly regarded.
• RSA and First Aid/CPR certifications desirable.
• Fluency in English, both spoken and written.

Responsibilities

• Lead guest experiences, team performance and hotel operations.
• Prioritise workload and ensure authentic, memorable experiences.
• Develop team skills to drive hotel performance.
• Engage with guests to resolve issues, queries or concerns.
• Be the first point of contact for critical emergencies.

Skills

Guest service

Problem-solving

Communication skills

Calm under pressure

Organisational skills

Time-management

Education

Diploma or degree in Hotel Management/Hospitality

Tools

Opera/PMS

UKG

Job description

Are you a passionate hospitality leader who thrives in a fast-paced environment and loves creating exceptional guest experiences?

We like to lead from the front. So, we’re looking for a Duty Manager who sets their own high standards across everything from cleanliness to productivity. You’ll champion our ‘one team’ approach to make sure you and your team deal effectively and efficiently with all guest complaints, queries and suggestions.

You will help bring the Holiday Inn promise of “Making Our Guests Smile” and IHG's “True Hospitality” philosophy to life every day.

A little taste of your day-to-day:

Every day is different at IHG, but you’ll mostly be:

• Leading the way – managing guest experiences, team performance and hotel operations
• Prioritising workload and ensuring your team deliver authentic, memorable experiences
• Developing your team’s skills to drive results that positively impact on hotel performance
• Having authentic conversations with guests to resolve issues, queries or concerns
• Being first point of contact for any critical emergency situations

What We need from you:

• Minimum Diploma or equivalent, some college preferred
• At least 2 years of previous Front Office leadership experience.
• Strong guest service and problem-solving skills.
• Excellent written and verbal communication skills.
• The ability to remain calm and make sound decisions under pressure.
• Strong organisational and time-management skills.
• Experience with hotel systems such as Opera/PMS and UKG is highly regarded.
• A passion for coaching, developing and engaging team members.
• A valid RSA certificate.
• Current First Aid/CPR certification.
• A Diploma or Degree in Hotel Management/Hospitality is highly regarded.
• Must be fluent in spoken and written English.
• Long periods of standing in the front desk areas and occasional lifting of heavy items.
• The flexibility to work across a 7-day roster, including mornings, evenings, weekends and public holidays.

What you can expect from us:

• From a competitive salary that rewards all your hard work
• a wide range of benefits designed to help you live your best work life
• including a full uniform, impressive room discounts
• some of the best training in the business

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work.

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

We promote a culture of trust, support, and acceptance.

Always welcoming different backgrounds, experiences, and perspectives.