Duty Manager

MGallery Hotel Collection; New South Wales; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Discounted hotel stays

Dining discounts

Staff training programs

Recognition and rewards

Onsite parking

ALL Heartists program

Job summary

The William Inglis Hotel – MGallery South West Sydney, part of Accor, is seeking a Duty Manager to lead the Front Office and deliver a luxury guest experience.

You will coach the team, handle guest inquiries, maintain brand standards, and collaborate with other departments to ensure seamless operations across shifts.

Qualifications

• Previous experience as Duty Manager, Front Office Supervisor or in a similar leadership role within a hotel environment.
• A passion for luxury hospitality and creating memorable guest experiences.
• Excellent communication and guest engagement skills.
• Strong knowledge of Front Office operations and Opera Cloud or similar PMS.
• Ability to coach and develop a high-performing team.
• Calm decision-making under pressure and strong problem solving.
• Organised with attention to detail and a track record of managing priorities.
• Flexibility to work a rotating 7-day roster including evenings, weekends and holidays.
• RSA and First Aid certifications.
• Commercial awareness and a focus on delivering guest experiences that drive business results.

Responsibilities

• Lead the Front Office team during your shift, ensuring exceptional service at every stage of the guest journey.
• Act as the senior operational leader on shift, making decisions to ensure smooth, safe and efficient hotel operations.
• Engage with guests to anticipate needs and resolve enquiries with professionalism.
• Coach, mentor and develop your team to deliver service that exceeds expectations.
• Uphold Accor brand standards, hotel policies and standard operating procedures.
• Oversee day-to-day Front Office operations including arrivals, departures, reservations and guest requests.
• Monitor daily revenue, perform balancing procedures and support reporting.
• Assist with rostering, recruitment and onboarding to build a high-performing team.
• Foster strong cross-department relationships for seamless guest experiences.
• Identify opportunities to improve service, engagement and efficiency.

Skills

Duty Manager experience

Luxury hospitality

People connection

Front Office operations

Opera Cloud

Communication skills

Coaching leadership

Decision making

Time management

Commercial awareness

7-day roster flexibility

Education

First Aid Certificate

RSA certification

Tools

Opera Cloud

Job description

At The William Inglis Hotel – MGallery South West Sydney, we believe hospitality is about creating moments that guests remember long after they leave. Inspired by the rich heritage of the thoroughbred industry, our luxury boutique hotel blends exceptional dining, memorable events and personalised guest experiences with genuine warmth. As part of the global Accor family, we offer world‑class opportunities while celebrating creativity, individuality and a passion for hospitality. Join a team where your ideas matter and every pour, plate and interaction helps create unforgettable guest moments.

Job Description

We're looking for an energetic, people-first Duty Manager to join our Front Office leadership team and help bring our luxury guest experience to life.

Working closely with the Front Office Manager and wider hotel leadership team, you'll be one of the key operational leaders of the hotel, ensuring every shift runs seamlessly while creating memorable moments for our guests. You'll lead from the floor, inspire your team through hands‑on coaching, and confidently make operational decisions that keep both our guests and team members safe, supported and smiling.

No two days are ever the same. One moment you'll be welcoming VIP arrivals, the next you'll be resolving a guest enquiry, supporting your team during a busy check-in, collaborating with other departments or ensuring the hotel is operating at its very best. If you're someone who thrives in a fast‑paced environment, loves connecting with people and has a genuine passion for delivering exceptional hospitality, this could be the perfect role for you.

Key Responsibilities

• Lead the Front Office team during your shift, ensuring exceptional service is delivered at every stage of the guest journey.
• Act as the senior operational leader on shift, confidently making decisions to ensure the smooth, safe and efficient operation of the hotel.
• Create memorable guest experiences by engaging with guests, anticipating their needs and resolving enquiries and feedback with professionalism and care.
• Lead from the front by coaching, mentoring and developing your team to deliver service that exceeds expectations.
• Ensure Accor brand standards, hotel policies and operational procedures are consistently upheld.
• Oversee the day‑to‑day Front Office operation, including arrivals, departures, reservations, room allocations and guest requests.
• Monitor daily revenue, complete balancing procedures and support operational reporting.
• Assist with rostering, recruitment, onboarding and performance development to help build a high‑performing team.
• Foster strong relationships across all hotel departments to ensure seamless communication and exceptional guest experiences.
• Continuously look for opportunities to improve service standards, team engagement and operational efficiency.
• Maintain a professional, organised and welcoming Front Office environment where both guests and team members feel valued.

Qualifications

• Previous experience as a Duty Manager, Front Office Supervisor or in a similar leadership role within a hotel environment.
• A genuine passion for luxury hospitality and creating memorable guest experiences that leave a lasting impression.
• A natural ability to connect with people—you aren't afraid to start the conversation, greet every guest with confidence and warmth, and make everyone feel genuinely welcome from the moment they arrive.
• Strong knowledge of Front Office operations and Opera Cloud (or a similar hotel property management system).
• Outstanding communication and interpersonal skills, with the ability to build meaningful relationships with guests, colleagues and stakeholders alike.
• A hands‑on leadership style, with a proven ability to coach, motivate and develop a high‑performing team.
• The confidence to make sound decisions, solve problems calmly and professionally, and remain composed under pressure.
• Strong organisational and time management skills, with exceptional attention to detail and the ability to juggle competing priorities.
• Commercial awareness and an understanding of how exceptional guest experiences contribute to business success.
• Flexibility to work a rotating 7‑day roster, including evenings, weekends and public holidays.
• A current First Aid Certificate and Responsible Service of Alcohol (RSA) certification.

Above all, you're someone who leads by example, thrives in a fast‑paced environment and is passionate about creating exceptional experiences, for both our guests and your team.

Why Join Us?

• Global opportunities with Accor – Build your career with one of the world’s leading hospitality groups.
• Exclusive hotel benefits – Enjoy discounted accommodation, dining and experiences across Accor hotels worldwide.
• Learning and development – Access industry‑leading training programs and opportunities to support your career growth.
• Recognition and rewards – Be celebrated for your achievements and contributions.
• A supportive team culture – Work alongside passionate people in an inclusive and collaborative environment.
• Complimentary onsite parking – Enjoy the convenience of free parking at work.

As an Accor Heartist®, you'll also have access to the ALL Heartists® program, designed to help you enjoy life to its fullest through exclusive hotel rates and discounts across travel, dining, wellness, shopping and lifestyle experiences.

Our Commitment to Diversity & Inclusion

At Accor, we celebrate diversity and inclusion, we believe everyone should feel welcome, valued and supported.

We are committed to providing meaningful employment opportunities, a supportive culture and an environment where everyone can thrive.

If you require any adjustments during the recruitment process, please let us know and we will be happy to support you.