Duty Manager: Guest Experience Leader

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

Job summary

Crowne Plaza Geelong, proudly part of IHG, is seeking a Duty Manager to lead and elevate guest experiences across all hotel departments. You will act as the shift leader, ensuring smooth operations, resolving guest concerns, and maintaining high service standards in a premium setting on Geelong's waterfront.

You will coach front-line teams, manage rosters, assist with recruitment, and support guest arrival/departure services while upholding IHG standards and safety policies.

Qualifications

• Experience as Duty Manager or senior front office in a premium hotel.
• Strong leadership, communication and guest service skills.
• Ability to work under pressure and manage multiple departments.
• Must have Australian working rights and a current Victorian driver licence.

Responsibilities

• Lead day-to-day operations across Front Office, Housekeeping, Food & Beverage, and Maintenance.
• Act as the primary point of contact during shifts and resolve guest concerns promptly.
• Coach and support frontline team members and oversee rosters and resources.
• Manage guest billing enquiries and cash handling with accuracy.
• Promote IHG One Rewards and hotel initiatives to drive loyalty and revenue.

Skills

Front Office

Leadership

Guest Service

Staff Coaching

Shift Management

Opera Cloud

Tools

Opera Cloud

Job description

Crowne Plaza Geelong, proudly part of IHG, is seeking a Duty Manager to lead and elevate guest experiences across all hotel departments. You will act as the shift leader, ensuring smooth operations, resolving guest concerns, and maintaining high service standards in a premium setting on Geelong's waterfront.

You will coach front-line teams, manage rosters, assist with recruitment, and support guest arrival/departure services while upholding IHG standards and safety policies.