Duty Manager | Crowne Plaza Geelong

IHG Hotels & Resorts; Geelong; On-site; AUD 70,000 - 90,000; Full time

Job summary

Crowne Plaza Geelong, part of IHG Hotels & Resorts, invites an experienced Duty Manager to lead day-to-day operations across Front Office, Housekeeping, Food & Beverage and Maintenance, ensuring guest satisfaction and safety.

You will be the shift leader, coach frontline teams, manage guest requests, handle escalations, and coordinate rosters while upholding brand standards and procedures.

Qualifications

• Previous experience in a Duty Manager or senior front office role within a premium or upscale hotel environment.
• Strong understanding of front office operations, guest service delivery and hotel systems (Opera Cloud experience desirable).
• A proactive, solutions-oriented mindset with excellent leadership and communication skills.
• Ability to work independently and remain calm under pressure.

Responsibilities

• Supporting and overseeing front office operations across departments during your shift.
• Acting as the primary point of contact for guests and colleagues.
• Managing guest feedback, inquiries, and concerns with prompt resolution.
• Overseeing daily hotel operations to ensure high-quality guest experiences.
• Leading and coaching front-line team members and overseeing rosters.

Skills

Front office operations

Guest service

Leadership

Communication

Opera Cloud (Desirable)

Tools

Opera Cloud

Job description

Duty Manager – Crowne Plaza Geelong

At Crowne Plaza, we believe memorable stays start with exceptional experiences. Located on Geelong's vibrant waterfront and within the Nyaal Banyul Geelong Convention and Exhibition Centre precinct, Crowne Plaza Geelong offers contemporary accommodation, elevated dining, and versatile event spaces for meetings, conferences, weddings, and social celebrations.

Featuring 200 stylish guest rooms, Sociali Trattoria Italian restaurant, the spectacular Skyline Bar with sweeping views across Corio Bay, premium leisure facilities, and state-of-the-art conference spaces, Crowne Plaza Geelong is designed to deliver an outstanding experience for both business and leisure travellers.

As a Duty Manager, you'll be a visible and proactive leader across the hotel, ensuring smooth day-to-day operations while delivering exceptional guest experiences. You will act as the key point of contact during your shift, supporting team members across departments, resolving guest concerns, and maintaining the highest standards of service, safety, and operational excellence.

A little taste of your day-to-day

• Supporting the Asst.Front Office Manager in delivering efficient and seamless front office operations while maintaining brand and service standards.
• Acting as the primary point of contact for guests and colleagues across all hotel departments during your shift.
• Taking ownership of guest feedback, enquiries, and concerns, ensuring prompt resolution and memorable outcomes.
• Overseeing daily hotel operations, including Front Office, Housekeeping, Food & Beverage, and Maintenance, to ensure a consistently high-quality guest experience.
• Monitoring room inventory, occupancy levels, and guest requests to support operational efficiency and maximise guest satisfaction.
• Conducting regular floor walks, monitoring service delivery, and ensuring hotel standards, policies, and procedures are consistently followed.
• Supporting and overseeing guest arrival and departure services, including luggage assistance, baggage storage, and valet parking operations, while ensuring service and safety standards are consistently maintained.
• Leading, coaching, and supporting front-line team members, providing guidance and direction throughout the shift.
• Assisting with recruitment, onboarding, training, and ongoing development of guest service team members.
• Coordinating team rosters and resources to meet operational requirements and business demands.
• Responding to emergencies, critical incidents, and security matters, ensuring the safety and wellbeing of guests and colleagues at all times.
• Managing guest billing enquiries, cash handling, and daily financial procedures with accuracy and professionalism.
• Promoting IHG One Rewards and hotel initiatives to drive guest loyalty, revenue opportunities, and overall business success.

What we need from you

• Previous experience in a Duty Manager or senior front office role within a premium or upscale hotel environment
• Strong understanding of front office operations, guest service delivery and hotel systems. (Opera Cloud experience desirable).
• A proactive, solutions-oriented mindset with excellent leadership and communication skills.
• Ability to work independently and remain calm under pressure.
• A passion for creating memorable guest experiences and contributing to a supportive team culture.
• Must be over the minimum age requirement and hold a current full Victorian Driver Licence.
• Full Australian working rights and flexibility across overnight, weekends, and public holidays as required.

What you can expect from us:

We give our colleagues everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences 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, colour, 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.

At IHG, as one of the world’s leading hotel groups, we’ve made a promise that we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world.