Duty Manager — Lead Front Office & Guest Experience

InterContinental Hotels Group; Geelong; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Room discounts

Training opportunities

Job summary

Crowne Plaza Geelong, part of InterContinental Hotels Group, seeks a Duty Manager to lead daily hotel operations and guest experiences. You’ll act as the shift leader, coordinate Front Office, Housekeeping, F&B, and Maintenance, and ensure service standards are consistently met.

The role requires previous premium hotel front-office leadership, strong guest-service skills, and the ability to manage guest concerns with poise.

Qualifications

• Experience as a Duty Manager or senior front office role in a premium/upscale hotel.
• Strong understanding of front office operations and guest service delivery.
• Leadership and communication skills with the ability to stay calm under pressure.

Responsibilities

• Support the Asst.Front Office Manager in delivering efficient front office operations.
• Act as the primary shift contact for guests and staff across departments.
• Own guest feedback and ensure prompt resolution and memorable outcomes.
• Oversee Front Office, Housekeeping, Food & Beverage, and Maintenance to maintain service quality.
• Monitor occupancy, room inventory, and guest requests to optimize satisfaction.
• Conduct floor walks to ensure service standards and procedures are followed.
• Lead and coach front-line team members and support recruitment and onboarding.
• Coordinate team rosters and resources to meet operational needs.
• Respond to emergencies and security matters, ensuring guest safety.
• Manage guest billing inquiries and daily financial procedures with accuracy.
• Promote IHG One Rewards and hotel initiatives to drive loyalty and revenue.

Skills

Front office operations

Leadership

Communication

Guest service excellence

Team coaching

Tools

Opera Cloud

Job description

Crowne Plaza Geelong, part of InterContinental Hotels Group, seeks a Duty Manager to lead daily hotel operations and guest experiences. You’ll act as the shift leader, coordinate Front Office, Housekeeping, F&B, and Maintenance, and ensure service standards are consistently met.

The role requires previous premium hotel front-office leadership, strong guest-service skills, and the ability to manage guest concerns with poise.