Duty Manager - (Af285 - Ghta-2591-482-1)

Affinity Migration Group Pty; Bathurst; On-site; AUD 77,000 - 85,000; Full time

Job summary

EVT Connect Hospitality in Brisbane is seeking a Duty Manager to lead day-to-day operations, drive guest service excellence, and maximise hotel performance within brand standards and procedures.

You will manage staff rostering, oversee compliance with safety and emergency protocols, optimise revenue, control costs, and be prepared to support other properties as required within the region. This full-time role offers 38 hours per week and a clear path to advanced responsibilities.

Responsibilities

• Drive engagement and product quality by managing and coordinating activities to maximise performance.
• Adhere to local government regulations concerning hotel emergency procedures, safety, and regulatory requirements.
• Support other properties as required within your area or by agreement in another state.

Job description

Job Description

Position: Duty Manager Location: Brisbane Salary Range: 77K-85K Job Type: Full Time | 38 hours/week

EVT Connect Hospitality is a global asset management and investment firm specializing in real estate, with an extensive track record of both delivering new-build hotels and repositioning existing hotels across Australia and New Zealand. As a leading hotel developer, we are a trusted partner to some of the world’s most recognised hotel brands, including Holiday Inn Express, voco, Hotel Indigo, Kimpton & Sebel. Holiday Inn Express Sydney Airport is a modern hotel conveniently located just minutes from Sydney’s Domestic and International Airport terminals. Designed for both business and leisure travellers, the hotel offers comfortable, well-equipped rooms, complimentary breakfast, and high-speed Wi‑Fi to ensure a seamless and efficient stay. Guests also benefit from easy access to Sydney CBD and nearby attractions, making it an ideal choice for short stays, stopovers, and business trips.

JOB OVERVIEW

As Duty Manager, you will drive the overall engagement and product quality of the operation by managing and coordinating activities to maximise performance, profitability and return on investment. Create a positive and productive work environment, ensure superior guest service is delivered, providing direction to employees to complete their duties and ensure compliance with quality and brand standards. You will adhere to the local government regulations concerning hotel emergency procedures, safety, and any other regulatory requirements and will implement policies, procedures and provide support on hotel operating systems.

As Duty Manager there is an expectation that you will be flexible to support other properties as required within your area, or by agreement in another State.

The Service Style, Mission Made Easy

• Be Ready we know our guests want a smooth and hassle-free stay, one that doesn’t break their flow. We are here to help them do this in simpler, smarter ways. Keeping one step ahead so we’re always ready.
• Be Engaging our guests are more than a reservation, they deserve our care and attention. Which means real connections from real people, smart, warm, and purposeful.
• Be On It! We know what matters. If any issues arise, we get right on it and resolve them quickly. We look for opportunities to help our guests and we take them, the more we do this, the more they come back.

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS

• Use company and IHG systems and processes to maximise revenue.
• Ensuring internal audit compliance is understood and executed.
• Ensure cash security procedures are adhered to, including following the hotel Cash Float Policy.
• Ensure stock control and ordering are in line with business needs.
• Manage the daily ordering and raising of purchase orders as required and as directed.
• Liaise with the team accepting deliveries on stock variances and/or damaged stock, ensure it has been followed up with the supplier for replacement or reimbursement.
• Ensure the team are trained & competent in accepting & denying deliveries from suppliers.
• Understand forecast and business needs and strategies.
• Assist in controlling and monitoring departmental costs on an ongoing basis to ensure performance against budget, maintain cost efficiencies and work within allocated manning budgets.
• Roster to the business needs and work with the Hospitality Industry (General) Award 2010 (HIGA) to ensure efficiencies are controlled.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.

PEOPLE

• Assist the Hotel Manager in directing day-to-day staffing requirements, plan and assign work, and assist in the establishment of performance and development goals for team members.
• Ensure you and all colleagues strictly adhere to brand standards for presentation, grooming and punctuality.
• Working with the Express Supervisor / Express Agent provide mentoring, coaching and regular constructive feedback to help manage conflict and enhance team member performance. Follow the EVT Connect Hospitality
• Review cycle to ensure front line employees receive regular formal feedback.
• Recognise high potential employees and assist in their development plan and ambition.
• Work with the Express Supervisor & Senior Express Agent to train team members in compliance with brand standards, service behaviours, and governmental regulations.
• Ensure employees are kept up to date with benefits and recognised for their contributions, utilising the EVT
• Connect Hospitality Hotels Groups Reward and Recognition program.
• Promote teamwork and quality service through regular and daily communication and coordination with other departments.
• Encourage participation in Colleague Heartbeat Survey, share results as directed by the Hotel Manager and assist in putting plans in place for continuous improvement.
• Assist the Hotel Manager in recommending or initiating disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
• Assists in planning for future staffing needs, including conducting recruitment tasks as assigned.
• Deliver and/or attend required training sessions and ensure that any pre and post-course work is completed by the due date.
• Ensure all employees are conducting consistent and detailed shift handovers with oncoming shift where required.
• Develop and maintain cohesive working relationships within immediate team, and wider hotel team.
• Attend and participate in daily hotel briefings, meetings, and training sessions as scheduled.

GUEST EXPERIENCE

• Work with Senior Express Agents / Express Agent to ensure Front of House employees provide guests with prompt service, professional attention, and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests.
• Respond appropriately to guest complaints and feedback, solicit feedback and build relationships that drive continuous improvements in guest satisfaction. Ensure all feedback is responded to and closed out in a timely manner.
• Responds to guest needs and resolves related problems in an appropriate timeframe; follow complaint handling procedures for prompt resolution of challenges. Escalating to the Hotel Manager when necessary. Ensure this is accurately recorded in the hotel log.
• Ensure the hotel log is being used correctly, recording and communicating guest issues.
• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to