Duty Manager (Full Time) - InterContinental Brisbane

IHG Hotels & Resorts; Brisbane; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Accommodation benefits

Room discount

Training & development

Package benefits

Job summary

InterContinental Brisbane is seeking a Full-Time Duty Manager to lead guest experiences, drive team performance, and oversee hotel operations. You’ll champion a luxury service standard, manage complex guest recoveries, and mentor your team to deliver memorable, personalised experiences.

You’ll be the first line of contact for emergencies, handle overnight rosters, and uphold impeccable grooming and guest-first service across a 7-day cycle.

Qualifications

• Front Office duty management and team leadership experience for 3–5 years in a luxury hotel.
• Experience handling complex service recoveries and guest complaints to achieve positive outcomes.
• Proven track record with loyalty schemes and enrolments.

Responsibilities

• Lead guest experiences, team performance and hotel operations.
• Prioritise workload and ensure the team delivers authentic, memorable experiences.
• Develop the team’s skills to improve hotel performance.
• Engage with guests to resolve issues, queries or concerns.
• Act as first point of contact for critical emergencies.

Skills

Leadership

Guest relations

Decision making

Loyalty programs

Attention to detail

Communication

Luxury service standards

MS Office

Opera PMS

Calm under pressure

First aid

Australian work rights

QLD driver's license

English fluency

Grooming standards

Overnight roster availability

Tools

Microsoft Office

Opera

Job description

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Nestled in the heart of Brisbane’s CBD, InterContinental Hotel Brisbane offers 319 spacious hotel rooms and suites, all day dining restaurant and lobby bar, outdoor pool, fitness centre and Club Lounge, all in a prime location above Queen Street Mall, perfect for exploring the city’s top attractions. With over 1800 square meters of meeting and events spaces, InterContinental Brisbane offers versatile function rooms and a Grand Ballroom catering for up to 1000 guests, making it a great choice for business and leisure events alike.

We like to lead from the front. So, we’re looking for a Full-Time Duty Manager 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 complaints, queries and suggestions.

A little taste of your day-to-day:

• Every day is different at IHG, but you’ll mostly be:
• Leading the way - managing guest experiences, team performance and hotel operations.
• 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.
• Being first point of contact for any critical emergency situations.

What we need from you:

• Front Office duty management and team leadership experience for 3 to 5 years in a property of similar size and luxury standard.
• Depth of experience dealing with complex service recoveries, you will be someone who is confident to make decisions regarding guest complaints to ensure a positive outcome for the guest and leading our team by example.
• Proven track record with success at working with loyalty schemes and enrolments.
• Exceptional attention to detail, organisational and time-management skills.
• Excellent communication and interpersonal abilities, with a guest-first mindset.
• Strong ability to lead, motivate and coach a diverse team.
• A deep understanding of luxury service standards and guest experience personalisation.
• Proficient in the use of Microsoft Office and Opera.
• Calm under pressure - handling complaints, emergencies or operational hiccups without disruption.
• Full working rights in Australia without restrictions.
• First Aid certified.
• Must have a Valid QLD Driver's License.
• Fluent in the English language; additional language skills would be great, but not essential.
• Impeccable grooming standards and good personal hygiene.
• Availability to work overnight across a 7-day roster.

What you can expect from us:

Join us and you’ll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care - that you notice the little things that make a difference to guests as well as always looking for ways to improve - in return we’ll reward all your hard work with a great salary and benefits – including accommodation, package benefits, great room discount and superb training.

Please note:

We are unable to offer visa sponsorship or immigration support for this position.