Duty Manager (Super Host)

Veriu Group; Melbourne; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Discounts on accommodation

Discounts on private health insurance

Employee Assistance Program

Referral bonuses up to $1000

National career growth opportunities

Fast-Track Hotel ManagementDevelopment

Job summary

Veriu in Melbourne seeks a Front Office Manager to lead a small, vibrant team and deliver memorable guest experiences across our Veriu Hotels & Suites network. You’ll oversee check-in, check-out, and guest services, while driving guest satisfaction and team development.

We offer growth opportunities within an Australian-owned hotel group, with a fast-track development program, generous referral bonuses, and travel/employee discounts. Apply now to shape the guest journey.

Qualifications

• Approved Australian working rights.
• First Aid Certificate (or willing to obtain within first month).
• Responsible Service of Alcohol Certificate (or willing to obtain within first month).
• Flexibility to work various shifts, including public holidays.
• Demonstrated experience leading a team with kindness.
• Proven ability to resolve escalated complaints effectively.
• High attention to detail and strong written/verbal communication.
• Experience delivering genuine and vibrant customer service.

Responsibilities

• Oversee front office including complaint escalation, team management, rostering and timesheet approvals.
• Ensure front office delivers high-level guest services at check-in/check-out and during stay.
• Develop ways to leave guests with lasting memorable experiences.
• Identify new sales leads and involve the team to support commercial success.
• Manage emergency situations in a professional manner.
• Build strong, authentic relationships with teammates and guests.
• Support Hotel Manager with higher-level hotel management and admin tasks.

Skills

Team leadership

Guest services

Communication

Problem solving

Ownership mindset

Flexibility

Job description

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 brandsPunthill Apartment Hotels and Veriu Hotels & Suites, we operate 25 hotels across Australia and have over35 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 meanswe’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 ofRelationship-Focused, Integrity, Personal Growth & Ownership Mindset guide our actions and decisions, and are what our diverse culture is all about.

• Close to Public Transport, Chadstone Shopping Centre, 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 officeinc. 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
• Manageemergency 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

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
• 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

Desired Skills and Experience

About You

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 solveand manageescalated 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 feellike a warm hug)