Duty Manager: Lead Hotel Ops & Guest Experience

EVT - Entertainment | Ventures | Travel; Albury City; On-site; AUD 75,000 - 92,000; Full time

Benefits offered by this job

50% dining discount

Stay discounts across EVT hotels

Movie tickets

Seasonal perks at Thredbo

Rapid career growth

Paid parental leave

Volunteer opportunities

Job summary

EVT is a leading creator of experiences across entertainment, ventures and travel. At Atura Albury, a Duty Manager leads day-to-day venue operations, guiding the team on shift to ensure smooth service, safety and standards for every guest.

This full-time, hands-on leadership role focuses on guest satisfaction, rostering, cost control and incident reporting, with collaboration across departments to maximize occupancy and revenue.

Qualifications

• 1+ years of experience as a duty manager or similar within a branded or independent hotel.
• Ability to lead hotel operations in the absence of senior management, ensuring smooth and professional service delivery.
• Strong understanding of Front Office operations, including rostering, guest arrivals/departures, and team coordination.
• Experience in managing hotel security, guest complaints, and incident reporting with a solution-focused approach.
• Skilled in driving occupancy and revenue through effective rate management and collaboration with key departments.

Responsibilities

• Lead and oversee hotel operations during shifts and assist any department when required, ensuring smooth coordination in the absence of senior management.
• Support and supervise Front Office operations, ensuring staff presentation, punctuality, and service standards are consistently met.
• Maintain a high level of guest satisfaction by proactively resolving issues, managing complaints, and promoting a welcoming service culture.
• Monitor hotel security and safety procedures, ensuring compliance with WH&S standards and effective incident management.
• Drive occupancy and revenue by supporting rate management strategies and collaborating with key departments.
• Ensure effective communication across departments to support operational efficiency and guest experience.
• Assist with rostering, staffing levels, and cost control to meet financial targets and maintain service quality.
• Effectively manage staff including training, rostering and monitoring of overtime, annual leave, days in lieu, staff breaks and other staff entitlements.
• Manage cashiering, floats, tills and shift costs in line with budget, and record and report all incidents in the duty log.
• Resolve guest requests and complaints quickly and professionally, and manage the hotel complaint system and feedback log.

Skills

Duty manager experience

People leadership

Front Office operations

Guest issue resolution

Rate management

Communication

Sales orientation

Job description

EVT is a leading creator of experiences across entertainment, ventures and travel. At Atura Albury, a Duty Manager leads day-to-day venue operations, guiding the team on shift to ensure smooth service, safety and standards for every guest.

This full-time, hands-on leadership role focuses on guest satisfaction, rostering, cost control and incident reporting, with collaboration across departments to maximize occupancy and revenue.