Duty Manager - Melbourne YHA

YHA Australia; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

YHA Australia is seeking a full-time Duty Manager (Shift Manager) for our Melbourne property. You will lead a team to deliver exceptional guest service, oversee daily operations, and maintain a safe, welcoming environment for guests and staff.

As a frontline leader, you will manage check-ins/outs, events, and housekeeping standards, while supporting the Assistant Manager and Property Manager. Availability for 7-day rosters and varied shifts is required.

Qualifications

• Experience as a Duty Manager, Shift Manager, Front of House Manager, or similar hospitality leadership role.
• Strong communication and problem-solving skills with a guest-focused approach.
• Availability for rotating 7-day roster with early, late, and overnight shifts.

Responsibilities

• Promote a friendly and welcoming atmosphere that reflects YHA’s values and mission.
• Oversee daily operations including check-ins/check-outs, group movements, activities and events, food and beverage operations, and cleanliness inspections.
• Provide hands-on leadership to ensure high standards of guest service, presentation, hygiene, and safety.
• Prepare shift reports and communicate relevant operational information to the Property Manager and wider team.
• Ensure incidents are reported in a timely manner and in line with company procedures.
• Act as the first point of contact in emergency situations, following established protocols and SOPs.

Skills

Team leadership

Guest service focus

Communication skills

Job description

At YHA Australia, we provide affordable, quality accommodation with purpose. We're committed to creating a more open and welcoming world where connections thrive and experiences matter. As a Certified B Corp organisation, YHA is committed to responsible business practices that benefit people and the planet

What sets us apart? We're a not-for-profit, membership-based organisation where profits go straight back into improving our properties and creating positive social, cultural and environmental impact.

Our network spans 19 uniquely characterful properties across Australia – from the rooftop views of Sydney Harbour YHA to historic cells at Fremantle Prison to eco-retreats nestled in National Parks.

The property
YHA Melbourne Centralis a stone's throw away from top attractions like the Eureka Skydeck, Melbourne Aquarium, and Federation Square, Melbourne’s famous graffiti-adorned laneways and world famous cafes, bars, and eateries. The property consists of 75 rooms with 244 beds offering both shared and private spaces to a diverse range of guests. Our Rooftop BBQ area and vibrant ground floor café and bar are the heart of the property and are great spaces for our guests to enjoy the social elements of hostel lifestyle.

About the role

Our Melbourne YHA team is looking for a full-time Duty Manager (internally referred to as Shift Manager). As a key team member, you will support the smooth and efficient operation of the property while helping create positive and memorable experience for our guests.

In this hands-on leadership role, you will deliver exceptional guest service, support and supervise team members, assist the Assistant Manager and Property Manager with day-to-day operations, and help maintain a safe, welcoming, and inclusive environment for both guests and team members.

What you’ll get to do

• Promote a friendly and welcoming atmosphere that reflects YHA’s values and mission
• Oversee daily operations including check-ins and check-outs, group movements, activities and events, food and beverage operations, and cleanliness inspections
• Provide hands-on leadership and support to ensure high standards of guest service, presentation, hygiene, and safety are consistently maintained
• Prepare shift reports and communicate relevant operational information to the Property Manager and wider team
• Ensure incidents are reported in a timely manner and in line with company procedures
• Act as the first point of contact in emergency situations, following established protocols and standard operating procedures

What are we looking for

• A positive and proactive leader who enjoys supporting and motivating a team
• Experience as a Duty Manager, Shift Manager, Front of House Manager, or in a similar hospitality leadership role
• Strong communication and problem-solving skills with a guest-focused approach
• Ability to work in a fast-paced environment and remain calm under pressure
• First Aid, CPR and RSA Certification are highly regarded
• Availability for rotating 7-day roster with shifts can be 7am-3pm and 3pm -11pm and occasional overnight shifts from 11pm – 7am
• Applicants must have full working rights in Australia; Working Holiday Visas will not be considered for this role.

Our Values

Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.

• Collaborate, listen and connect
• Care for people and planet
• Always evolving

What's in it for you

• Travel Perks:Free stays across our network – because we love travel as much as our members do!
• Team Adventures:Opportunities to visit other locations for team building and training
• Discounts:Access to benefits at various stores and across the YHA network
• Growth:Professional development and career opportunities throughout YHA
• Cultural Flexibility:Swap standard public holidays for ones that have personal meaning
• Wellbeing Support:For you and your immediate family through our Employee Assistance Program
• Referral Program:Know someone great? We reward successful candidate referrals

Must have experience as a team leader, or supervisor in hospitality or tourism industry