Duty Manager

TFE Hotels / Adina Apartment Hotels; Sydney; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Career growth

Discounts on hotel stays and dining

Global opportunities

Wellbeing support

Flexible leave

Strong culture

Job summary

TFE Hotels is seeking a Duty Manager for A by Adina Sydney to lead the Front Office and deliver exceptional guest experiences on shift. You will coach the team, respond to guest inquiries, and maintain service standards across busy periods in a premier CBD hotel.

In this role you will collaborate with other departments, manage occupancy changes, and ensure operational excellence with professional leadership and guest-centric service at the core.

Qualifications

• Hospitality/front office experience preferred.
• RSA certification where required.
• Diploma or Degree in Hospitality/Business preferred.
• Leadership or management development qualifications advantageous.

Responsibilities

• Lead the Front Office team to deliver exceptional guest experiences and operational excellence.
• Provide coaching and day-to-day support to Front Office team members.
• Resolve complex guest inquiries, complaints and service recovery situations professionally.
• Monitor Front Office operations to ensure service standards and procedures are met.
• Build relationships across hotel departments for seamless operations.
• Assist with workforce planning, rostering and team capability development.
• Ensure compliance with company policies, security and workplace legislation.
• Coach team members in listening, service recovery and personalised engagement.

Skills

Guest service

Communication

Leadership

Coaching

Conflict resolution

Attention to detail

Education

Diploma in Hospitality Management

Degree in Hospitality/Business

RSA certification

Leadership qualifications

Job description

Duty Manager - A by Adina Sydney

About TFE Hotels

At TFE Hotels, we're proud to be one of Australia's leading global hospitality groups. With 80+ hotels, 12+ brands and operations across 11+ countries, we combine local spirit with international opportunity. We're passionate about people and the experiences we create together, where individuality is celebrated and collaboration comes naturally. Here, you'll be supported to grow, learn and make a real impact with the tools, development and benefits to help you thrive.

The Property

A by Adina Sydney is the flagship of TFE Hotels’ premium lifestyle brand, A by Adina. Offering guests a perfectly suited balance betweena hotel and residential experience, 22 floors of architecturally designed cam and indulgence, all in one. Located in the heart of the CBD, the hotel delivers a striking guest journey—from a ground-floor arrival that transitions to a “WOW” reveal on Level 21, where guests are welcomed against sweeping city views. With a strong focus on design, service, and experience, A by Adina Sydney is redefining modern hospitality for the discerning traveller.

About the Role

We are currently recruiting a welcoming and passionate hospitality professional to join our Reception team as a Duty Manager at A by Adina Sydney.

You'll lead the Front Office function to deliver exceptional guest experiences while supporting strong people and operational performance.

Through visible leadership, calm decision-making and practical coaching, you'll help the team resolve concerns, adapt to changing operational needs and maintain high standards of service.

Key Responsibilities

• Lead the Front Office team to deliver exceptional guest experiences and operational excellence.
• Provide coaching, guidance and day-to-day support to Front Office team members.
• Resolve complex guest enquiries, complaints and service recovery situations professionally.
• Monitor Front Office operations to ensure service standards and operational procedures are consistently achieved.
• Build collaborative relationships across hotel departments to ensure seamless operations.
• Support workforce planning, rostering and team capability development.
• Maintain compliance with company policies, financial procedures, security requirements and workplace legislation.
• Coach team members in active listening, service recovery and personalised guest engagement.
• Use guest feedback and operational information to identify service patterns and improvement opportunities.
• Support the team through changing occupancy, guest and operational requirements.
• Oversee hotel operations during your shift and provide operational leadership across departments.
• Respond to operational issues, guest incidents and escalations to ensure the smooth running of the hotel.

Skills & Experience

• Passion for delivering exceptional guest experiences and customer service.
• Excellent verbal and written communication skills.
• Professional presentation and interpersonal skills.
• Ability to remain calm, organised and solution-focused in a fast-paced environment.
• Confidence using hotel systems and handling guest information responsibly.
• Ability to collaborate across departments and share information effectively.
• Strong attention to detail and organisational skills.
• Ability to build positive relationships with guests, colleagues and stakeholders.
• Demonstrated leadership experience within Front Office, Reception or hotel operations.
• Proven ability to coach, develop and motivate high-performing teams.
• Strong guest recovery and conflict resolution skills.
• Ability to manage operational priorities while delivering exceptional guest experiences.
• Experience analysing operational performance and implementing service improvements.
• Ability to coach service behaviours and provide constructive feedback.
• Confidence managing sensitive guest concerns and complex operational situations.

Qualifications, Certifications & Licenses

• Relevant qualification in Hospitality, Tourism or Business is advantageous.
• Current Responsible Service of Alcohol (RSA) certification (where required).
• Diploma or Degree in Hospitality Management, Hotel Management, Tourism or Business (preferred).
• Leadership or management development qualifications are advantageous.

The Benefits

At TFE Hotels, we believe work should feel good for our guests and for our people. This is a place where you can be yourself, feel supported and build a career that grows as you do.

• Career Growth & Accredited Learning: We are the first employer in ANZ to offer accredited learning pathways, our Learn, Earn & Grow approach can support further education and university opportunities while you work.
• Hotel & Dining Discounts: Enjoy exclusive accommodation and dining discounts across our hotels and brands.
• Global Opportunities: With 80+ hotels, 12+ brands and operations across 11+ countries, access exciting career opportunities, travel experiences and opportunities across our global network.
• Everyday Savings: Unlock discounts on groceries, shopping, entertainment, travel and everyday essentials to help your money go further.
• Wellbeing Support: Access wellbeing resources, Employee Assistance Program (EAP) services and support designed to help you thrive at work and beyond.
• Flexibility & Leave: Take the time you need to recharge, celebrate life's important moments and focus on what matters most, with Birthday Leave, Parental Leave, Purchased Leave and Life Leave, designed to support you at every stage of life.
• Strong Culture: Be heard in a flat, collaborative culture where individuality is celebrated, ideas are welcomed and people achieve more together.