Duty Manager

Holiday Inn Express Melbourne Little Collins; Melbourne; Presencial; AUD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

IHG employee discounts

Career development within Connect Hosp

Growth opportunities

Descripción de la vacante

Holiday Inn Express Melbourne Little Collins is seeking a hands-on Duty Manager to lead shift operations, ensuring guest satisfaction and brand standards across the property.

You will act as the on-shift point of contact, drive service excellence, and coach Express Agents and Supervisors to deliver consistent, high-quality guest experiences.

Formación

• Hands-on experience as Duty Manager or in hotel operations leadership.
• Proven ability to lead shift teams and maintain brand standards.
• Experience using hotel PMS and reporting tools; RSA and First Aid certified.

Responsabilidades

• Oversee day-to-day hotel operations on shift for smooth running.
• Drive guest experience, handle escalations, and service recovery.
• Lead Front Office and operations teams; coach supervisors.
• Monitor compliance with WHS and brand safety standards.
• Support budgeting, cost controls, and inventory management.
• Train and onboard new team members; promote team engagement.

Conocimientos

Leadership

Decision making

Guest service

Communication

Problem solving

PMS systems

Educación

RSA certificate

First Aid certificate

Right to work in Australia

Herramientas

IHG PMS systems

Descripción del empleo

Don’t just function, flourish. With Connect Hospitality. The Connect Hospitality team is relied on for best-in-class operational leadership, driving guest experience, performance, and brand standards across a dynamic portfolio of hotels. We focus on developing talent, strengthening operations, and delivering consistent, high-quality guest experiences.

Position Overview

We are seeking a hands-on and experienced Duty Manager to support the daily operations of Holiday Inn Express Melbourne Little Collins.

This role is responsible for leading hotel operations on shift, ensuring exceptional guest experience, operational efficiency, compliance, and team performance. You will act as the key point of contact during your shift, driving service excellence, resolving guest issues, and supporting the wider leadership team.

You will bring strong leadership capability, sound operational knowledge, and the ability to make calm and effective decisions in a fast-paced hotel environment.

Key Responsibilities

• Oversee day-to-day hotel operations to ensure smooth and efficient running of the property
• Support revenue performance through effective use of systems and operational controls
• Ensure compliance with audit, cash handling, and security procedures
• Manage stock control, ordering, and supplier coordination where required
• Monitor costs and support budget control initiatives
• Ensure accurate use of hotel systems, including PMS and reporting tools
• Lead and support Front Office and operational teams during shift
• Provide coaching, guidance, and support to Express Agents and Supervisors
• Assist in training and onboarding of new team members
• Ensure brand standards, grooming, and service behaviours are consistently met
• Promote teamwork, communication, and engagement across departments
• Support performance management and feedback processes

Guest Experience

• Act as the primary point of contact for guest queries, complaints, and service recovery
• Ensure all guest issues are resolved promptly and professionally
• Drive strong guest engagement and personalised service delivery
• Support IHG Rewards recognition and enrolment targets
• Conduct shift briefings and ensure clear communication of priorities
• Maintain high standards of guest satisfaction and service consistency

Health, Safety & Compliance

• Ensure compliance with all WHS, emergency procedures, and brand safety standards
• Act as key contact during emergency or crisis situations
• Support incident reporting and corrective action processes
• Maintain hotel security, safety, and risk management procedures
• Ensure adherence to all regulatory and company policies at all times

What we offer

• Opportunity to work within a leading international hotel brand (IHG)
• Career development within Connect Hospitality
• Exposure to multi-property operations and leadership pathways
• Access to global hotel and dining discounts
• Training, development, and internal growth opportunities

What we’re looking for

• Previous experience in a Duty Manager, Front Office Supervisor, or Hotel Operations role
• Strong leadership and decision-making skills in a fast-paced environment
• Solid understanding of hotel operations and guest service standards
• Experience using hotel PMS systems (IHG systems highly regarded)
• Strong communication and problem-solving skills
• Responsible Service of Alcohol (RSA) certificate required
• First Aid Certificate (or willingness to obtain)
• Full working rights in Australia