Duty Manager -Front Office

Langham Hospitality Group; City of Melbourne; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Free room nights worldwide

Discounted room nights for family and友

Uniform provided and laundered

Complimentary staff meals

Career growth opportunities

Job summary

The Langham, Melbourne is seeking a full-time Duty Manager to join the Front Office Team. You will oversee day-to-day Front Desk operations, lead a high-performing team, and ensure memorable guest experiences from arrival to departure.

Reporting to the Assistant Front Office Manager, you will drive guest service excellence, manage room allocations, and mentor staff while supporting revenue through upsell and efficient labour control. A luxury-hotel background is essential.

Qualifications

• Qualifications/study in Hospitality Management or similar is required.
• Minimum of two years experience in a luxury hotel.
• Current RSA & First Aid Certificate.
• Knowledge of Shiji PMS is preferred.

Responsibilities

• Lead and oversee front office operations and ensure smooth day-to-day desk activity.
• Coach and motivate the front office team to deliver sincere service.
• Coordinate room allocations and VIP arrivals to meet guest preferences.
• Handle guest concerns promptly and professionally and drive service recovery.

Skills

Leadership

Communication

Team leadership

Problem solving

Guest service

Multitasking

Attention to detail

Flexibility

Education

Hospitality management

Tools

Shiji PMS

Job description

The Langham, Melbourne is currently looking for a full-time Duty Manager to join our dynamic Front Office Team.

This is an exciting and rare opportunity to be part of the Front Office Team. This position is an integral part of a high performing team, and a key contributor to the Hotel's ongoing success in delivery excellence.

Reporting to the Assistant Front Office Manager, you will oversee and ensure the smooth day to day operations of the Front Desk department. The Langham, Melbourne has 388 rooms and suits. You will manage the hotel inventory and room allocations on a daily basis when on shift, ensuring a memorable stay for our guests from arrival to departure.

You will have a proven track record in communicating and effectively leading a team.

Your Responsibilities Will Include

• Leading your team to deliver excellence in customer service befitting for a luxury environment
• Resolving any guest issues that arise (both in person and in written correspondence)
• Co-ordinating the room allocations for all guests arriving each shift
• Overseeing VIP arrivals and ensuring rooms are allocated according to preferences
• Focus on the guest experience by delivering exceptional and memorable service in a fast paced setting
• Handle guest concerns as they arise and apply effective problem solving techniques as needed
• Assist to lead, train, motivate and develop the team for success, cultivating a strong culture
• Help drive revenue through our upsell program and control labour and expenses

For this role, your attributes will be inclusive of the following:

• Qualifications/study in Hospitality Management or similar is required.
• Minimum of two years experience in a luxury hotel or related industry is required.
• Previous experience in a similar service focussed role, ideally in a luxury city hotel or similar environment
• Have superior communication and interpersonal skills (both written and verbal)
• Detailed knowledge of our hotel computer systems – Shiji (PMS)
• Positive and energetic
• Service driven and passionate about delivering 'Sincere service from the Heart'
• Well presented, friendly with a professional attitude
• Current RSA & First Aid Certificate
• Demonstrated ability to lead, coach and motivate staff
• Strong organisational skills, attention to detail, flexibility and a commitment to the highest level of guest service
• Flexibility with various shifts including night shifts
• Hand on, able to multitask, work under pressure and drive a sense of urgency.

In return for your expertise and professionalism, you will be rewarded with,

• Competitive salary, higher than market salary
• Free room nights to stay at Langham hotels worldwide
• Discounted room nights for family and friends
• Uniform provided and laundered
• Complimentary staff meals
• Opportunities to learn new skills and grow your career. You'll join a team empowered to deliver unique guest experiences.

This role has opportunity for growth. We are looking for the 'right' candidate, who leads by example and thrives on teamwork ensuring every guest enjoys an exceptional experience... every time.

HYGIENE AND GROOMING - Naturally in the service industry high standards of personal presentation, hygiene, grooming and conservative hairstyles are of the greatest importance. This must be present throughout the interview stage.

EQUAL OPPORTUNITY EMPLOYER – The Langham, Melbourne is an equal opportunity employer committed to employing a diverse workforce and sustaining an inclusive culture.