Duty Manager | Full-time | Holiday Inn Sydney Potts Point

IHG Hotels & Resorts; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Free parking onsite

Free meals on shift

Laundered uniform supplied

Paid birthday leave

Paid parental leave

Wellbeing and mental health days

Colleague discounts

Job summary

IHG Hotels & Resorts is seeking an experienced Duty Manager for the Holiday Inn Sydney Potts Point. Reporting to the Front Office Manager, you will lead guest experiences and hotel operations, guiding a team to deliver prompt, personalized service across shifts.

You will manage guest queries, supervise staff during busy periods, and participate in daily briefings. A Diploma or equivalent and Opera PMS knowledge are preferred; flexibility to work evenings and weekends is essential.

Qualifications

• Front desk/guest service leadership experience in hotel front office operations.
• Diploma or equivalent; some tertiary education preferred.
• Fluent written and spoken English.
• Able to manage multiple tasks and deadlines while maintaining guest satisfaction.

Responsibilities

• Lead guest experiences, team performance and hotel operations.
• Respond to guest needs and resolve issues promptly.
• Supervise and support colleagues during busy periods.
• Conduct daily departmental briefings and contribute to team meetings.
• Prioritise workload to deliver authentic, memorable guest experiences.
• Develop team skills to drive hotel performance.
• Engage with guests to resolve issues and concerns.
• Act as first point of contact for major emergencies and ensure safety of guests.
• Communicate with emergency services and Senior Leadership Team in serious situations.

Skills

Front desk leadership

Guest service

Customer relations

Time management

Communication

Problem solving

Interpersonal skills

English fluency

Multi-tasking

Professional presentation

Education

Diploma or equivalent

Tools

Opera PMS

Job description

Duty Manager | Full-time | Holiday Inn Sydney Potts Point

Travel is a journey. We help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family.

What's the job?

We are looking for an experienced hotel Duty Manager to join our dedicated and internationally minded team. Reporting directly to the Front Office Manager, you'll have ambition, talent and some key skills. Because, for this vital role, were looking for someone who is passionate about delivering exceptional service and hotel operations to ensure guests receive prompt attention and personal recognition throughout their stay.

We are looking for someone who wants to lead from the front. So, we're looking for a candidate who sets their own high standards across everything from cleanliness to productivity. You'll champion our ‘one team’ approach to make sure you and your team deal effectively and efficiently with all guest queries, suggestions and concerns.

Every day is different at IHG, but you’ll mostly be:

• Leading the way – managing guest experiences, team performance and hotel operations
• Responding to guest needs; resolving issues that may arise
• Supervising and supporting colleagues across the operation during busy periods
• Conducting daily departmental briefings and providing input for regular team meetings.
• Prioritising workload and ensuring your team deliver authentic, memorable experiences
• Developing your team’s skills to drive results that positively impact on hotel performance
• Having authentic conversations with guests to resolve issues, queries or concerns
• The first point of contact for any critical emergency situations, be responsible for ensuring the safety and security of the hotel guests
• Communicate with emergency services and the hotel’s Senior Leadership Team in the event of any serious emergency, security or health & safety matter

For this vital role, we’re looking for someone who:

• At least 2 years’ front desk/guest service leader experience within a hotel front office operation.
• Minimum Diploma or equivalent, some relevant tertiary education is preferred
• You’ll be an approachable person and have a real passion for providing connecting and seamless service to ensure a memorable guest experience.
• Dynamic, vibrant, confident and professional personality.
• Working knowledge of a hotel property management systems such as Opera.
• Excellent customer relations, problem solving, decision making and time management skills.
• Long periods of standing in the front desk areas and occasional lifting of heavy items such as luggage
• Highly developed interpersonal, problem solving, reasoning and communication skills
• Fluency in both written and verbal English
• Basic mathematics skills
• Willingness to manage multiple tasks, conflicting deadlines and varying guest situations.
• Professional standard of personal presentation, fitting of an international brand.

Candidates must also have:

Ongoing flexibilityto work evenings, weekends and occasionally overnights and public holidays.

Unlimited and unrestricted working rights for Australia

(we cannot sponsor anyone in this role for visa purposes).

What we offer

You’ll be rewarded for your hard work with a range of benefits that supports you throughout your IHG career journey:

• Free car parking onsite
• Free meals on shift
• Laundered uniform supplied
• Paid birthday leave
• Paid parental leave
• Proactive paid wellness and mental health days
• Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage
• A massive discounts platform exclusive to colleagues providing savings and rewards for all your favourite brands and retailers - to help your salary/wage go further

Most importantly, your career journey will be supported through our lifelong learning & development programs, IHG career milestone celebrations, and transfer of leave entitlements as you move and grow with IHG.

What you can expect from us

We give our people 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 a full uniform, 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 difference 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.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.