Duty Manager: Front Office Leader with Growth Path

Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels in Melbourne seeks a capable Front Office Manager to lead a busy team at Punthill Epping. The role focuses on delivering outstanding guest service, managing front desk operations, and driving commercial success through team leadership.

You will oversee guest check-in/out, handle escalated complaints, and mentor staff to maintain a warm, welcoming environment that reflects our Australian-owned hotel group ethos.

Qualifications

• Approved Australian working rights.
• First Aid Certificate (or willingness to obtain within first month).
• Responsible Service of Alcohol Certificate (or willingness to obtain within first month).
• Flexibility to work a variety of shifts, including public holidays (no overnight shifts).
• Demonstrated experience leading a team with kindness to achieve outcomes.
• Ability to problem solve and manage escalated complaints with appropriate resolutions.
• High standards of attention to detail and communication skills.
• Experience delivering genuine, vibrant customer service in a busy lobby.

Responsibilities

• Oversee front office including complaint escalation and problem-solving, team management, rostering and timesheet approvals.
• Ensure front office delivers high-level guest service at check-in/out and during stay, setting the standard for vibrancy.
• Create memorable guest experiences by tailoring service moments.
• Identify new sales leads and encourage the team to contribute to commercial success.
• Manage emergency situations safely and professionally.
• Build strong relationships with teammates and guests.
• Support Hotel Manager with higher-level management and administration tasks.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Attention to detail

Flexibility

Ownership mindset

Job description

Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels in Melbourne seeks a capable Front Office Manager to lead a busy team at Punthill Epping. The role focuses on delivering outstanding guest service, managing front desk operations, and driving commercial success through team leadership.

You will oversee guest check-in/out, handle escalated complaints, and mentor staff to maintain a warm, welcoming environment that reflects our Australian-owned hotel group ethos.