Front Office Duty Manager

IHG Hotels & Resorts; Gold Coast City; On-site; AUD 65,000 - 90,000; Full time

Job summary

IHG Hotels & Resorts – Surfers Paradise QLD is seeking a Front Office Duty Manager to join voco Gold Coast. This full-time role leads the Front Office team and oversees daily hotel operations, ensuring service standards are met from arrival to departure.

The position operates on a rotating roster, including mornings, evenings, weekends and public holidays, reporting to the Front Office Manager and ensuring a seamless guest experience across all departments.

Qualifications

• Experience leading a Front Office team in a hotel environment.
• Strong customer service and problem-solving skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Lead and support the Front Office team during shifts.
• Deliver exceptional guest service and resolve guest concerns professionally.
• Manage guest arrivals, departures, and overall hotel operations.
• Act as the senior manager on duty when required.
• Monitor hotel security, safety, and compliance procedures.
• Assist with team training, coaching, and development.
• Drive guest satisfaction scores and service excellence.
• Work collaboratively with all hotel departments to ensure seamless guest experiences.

Skills

Front Office Leadership

Guest service

Communication

Problem Solving

Organisational skills

Tools

Opera PMS

Job description

IHG Hotels & Resorts – Surfers Paradise QLD

Are you a passionate hospitality professional who thrives in a fast-paced environment and loves delivering exceptional guest experiences? We are seeking an enthusiastic and dedicated Front Office Duty Manager to join our Front Office leadership team at voco Gold Coast.

As a Duty Manager, you will play a key role in the day-to-day operation of the hotel, leading by example to ensure our guests receive outstanding service from arrival to departure.

About the Role

This is a full-time position working on a rotating roster, including mornings, evenings, weekends, and public holidays as required.

Reporting to the Front Office Manager, you will assist in leading the Front Office team while overseeing daily hotel operations and ensuring service standards are consistently achieved.

Key Responsibilities

• Lead and support the Front Office team during shifts.
• Deliver exceptional guest service and resolve guest concerns professionally and efficiently.
• Manage guest arrivals, departures, and overall hotel operations.
• Act as the senior manager on duty when required.
• Monitor hotel security, safety, and compliance procedures.
• Assist with team training, coaching, and development.
• Drive guest satisfaction scores and service excellence.
• Work collaboratively with all hotel departments to ensure seamless guest experiences.

About You

To be successful in this role, you will have:

• Previous experience in a Front Office leadership role within a hotel environment.
• Strong customer service and problem-solving skills.
• Excellent communication and interpersonal abilities.
• The ability to remain calm and professional under pressure.
• Strong organisational and time-management skills.
• Experience using Opera PMS will be highly regarded.
• Flexibility to work a rotating roster, including weekends and public holidays.
• Full Australian working rights.

What We Offer

• A supportive and collaborative team environment.
• Opportunities for career growth and development within IHG Hotels & Resorts.
• Hotel employee benefits and discounts.
• Ongoing learning and development opportunities.
• The opportunity to work in one of the Gold Coast's leading hotels.