Front Office Duty Manager - Lead & Elevate Guest Experience

Novotel; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

Novotel Sydney City Centre is seeking a Duty Manager to lead the Front Office team and ensure smooth hotel operations. You will oversee day-to-day activities, support senior managers in their absence, and uphold excellent guest service across shifts.

Key responsibilities include resolving guest issues, managing check-in/check-out processes, and coordinating with other departments. A hands-on leader with strong communication and problem-solving skills is essential.

Qualifications

• Relevant experience in the hotel industry.
• Strong working knowledge of Opera/Opera Cloud, Microsoft Outlook and Microsoft Office.
• Guest obsessed focus with the ability to flex in a fast paced and ever changing environment.
• Ability to navigate through change and provide quick thinking solutions should problems arise.
• Leadership qualities, with the ability to extend yourself to assisting your colleagues where needed, maintaining high levels of communication with other departments.
• Clear and confident communication skills – both written and verbal.
• Availability to work on a rotating roster including morning, evening and overnight shifts.
• Hold a valid Responsible Service of Alcohol, CPR & First Aid certificate.

Responsibilities

• Assist and oversee the day-to-day operations of the Front Office team.
• Supervise and monitor team members with true leadership ability that motivates the entire team.
• Ensure the smooth and efficient running of the Hotel's operation in absence of the Director of Operations & Front Office Manager with a high level of customer service provided at all times.
• Actively resolve complaints and challenges presented by guests/customers to reach a win-win situation.
• Process and assist with check-in and check-out of guests.
• Respond to and coordinate emergency situations.

Skills

Leadership

Communication

Roster flexibility

Guest focus

Tools

Opera/Opera Cloud

Microsoft Outlook

Microsoft Office

Job description

Novotel Sydney City Centre is seeking a Duty Manager to lead the Front Office team and ensure smooth hotel operations. You will oversee day-to-day activities, support senior managers in their absence, and uphold excellent guest service across shifts.

Key responsibilities include resolving guest issues, managing check-in/check-out processes, and coordinating with other departments. A hands-on leader with strong communication and problem-solving skills is essential.