Duty Manager (Super Host)

Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels in Melbourne seeks a capable Front Office Manager to lead a busy team at Punthill Epping. The role focuses on delivering outstanding guest service, managing front desk operations, and driving commercial success through team leadership.

You will oversee guest check-in/out, handle escalated complaints, and mentor staff to maintain a warm, welcoming environment that reflects our Australian-owned hotel group ethos.

Qualifications

• Approved Australian working rights.
• First Aid Certificate (or willingness to obtain within first month).
• Responsible Service of Alcohol Certificate (or willingness to obtain within first month).
• Flexibility to work a variety of shifts, including public holidays (no overnight shifts).
• Demonstrated experience leading a team with kindness to achieve outcomes.
• Ability to problem solve and manage escalated complaints with appropriate resolutions.
• High standards of attention to detail and communication skills.
• Experience delivering genuine, vibrant customer service in a busy lobby.

Responsibilities

• Oversee front office including complaint escalation and problem-solving, team management, rostering and timesheet approvals.
• Ensure front office delivers high-level guest service at check-in/out and during stay, setting the standard for vibrancy.
• Create memorable guest experiences by tailoring service moments.
• Identify new sales leads and encourage the team to contribute to commercial success.
• Manage emergency situations safely and professionally.
• Build strong relationships with teammates and guests.
• Support Hotel Manager with higher-level management and administration tasks.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Attention to detail

Flexibility

Ownership mindset

Job description

Introduction

We are Veriu Group (pronounced 'Very You')! Our brands come from humble beginnings and a passion for connecting travellers to the local authenticity of a location. We aim to bring people together in new ways, to create lifelong travel memories that can’t be found in a guidebook, and to help people discover the true experience of a place.

Through our brands Punthill Apartment Hotels and Veriu Hotels & Suites, we operate 25 hotels across Australia and have over 35 years of brand history. Our ambitious plan to operate 80 hotels becomes closer this year with numerous new hotel openings across the country, and this means we’re well on our way to achieving our mission of becoming the largest Australian-owned apartment hotel operator.

Our people are incredible because they're empowered to be themselves. We're not about hierarchy or rigid structure. Instead, we create an environment where people can make decisions, feel supported and access unlimited opportunities for growth. Our values of Relationship-Focused, Integrity, Personal Growth & Ownership Mindset guide our actions and decisions, and are what our diverse culture is all about.

Now is the perfect time for like-minded people to join our expansion journey. If you’re looking for a meaningful role that can make a serious impact, within a culture that allows you to be truly you - you’ve found us and we can’t wait to hear from you!

To learn more about us, visit our website! https://veriu.com.au/about-us/ or https://punthill.com.au/about-us/

Description

Welcome to Punthill Epping

Brand new in June 2026, Punthill Epping Apartments offers modern, spacious serviced apartment accommodation designed for both business and leisure travellers. Positioned just moments from Northern Hospital and Pacific Epping Shopping Centre.

• 100 apartments
• Conference rooms, gym & laundry facilities
• Close to public transport, free onsite car parking for team members

Responsibilities

Reporting to the Hotel Manager, you’ll be part of a small team of genuine people, looking to create lasting memories and exceptional experiences for each and every guest. No day will be the same, but each day you’ll strive to:

• Oversee the front office inc. complaint escalation and problem-solving, team management and training, rostering & timesheet approvals
• Ensure the front office provides a high level of guest services to guests at check-in, check-out, and during stay, leading by example and setting the standards for the vibrancy we want our hotel to elude
• Create new ways to leave guests with a lasting memorable experience, by thoughtfully tailoring the ways we delight them
• Use your inquisitive nature to identify new sales leads, encouraging the team to do the same, and contributing to the commercial success of the hotel
• Manage emergency situations in a safe and professional matter
• Build strong and authentic relationships with your teammates and our guests
• Provide support and assistance to the Hotel Manager in higher-level hotel management and admin tasks, embracing the opportunity to grow professionally

Benefits

You’ll be someone looking for a long-term career with a growing, Australian-owned hotel group. Access:

• National career growth opportunities
• Accelerated development in a variety of hotel management or corporate areas
• Comprehensive onboarding & ongoing support
• The chance to join our Fast-Track Hotel Management Development program
• Genuine flexibility and job security
• High performing culture that values relationships & individuality, where our leadership know you by name
• Generous referral bonuses when you refer your friends to work with us (up to $1000)
• Discounts on accommodation across our network
• Discounts on private health insurance
• Access to our Employee Assistance Program

Skills and Experiences

We work in a fast-paced environment where no day is the same, so we’re looking for people who are adaptable, enjoy variety and operate with an ownership mindset.

The successful person must have:

• Approved Australian working rights (Australian Citizenship, Permanent Residency or a Visa with approved working rights)
• First Aid Certificate (or be willing to obtain within their first month)
• Responsible Service of Alcohol Certificate (or be willing to obtain within their first month)
• Flexibility to work at variety of shifts throughout the week, including public holidays on rotation with other team members (although no overnight shifts required)
• Demonstrated experience leading a team with kindness in order to achieve outcomes
• Demonstrated ability to problem solve and manage escalated complaints with appropriate resolutions
• High standards of attention to detail and communication skills (written & verbal)
• Experience in a role where you've set the standard for genuine and vibrant customer service (the kind that makes the lobby feel like a warm hug)