Guest Experience Duty Manager

Hilton; Cairns Regional; On-site; AUD 70,000 - 90,000; Full time

Job summary

Hilton Cairns is seeking a Duty Manager to oversee hotel operations during your shift, ensuring exceptional guest experiences and supporting a high-performing team. You will work closely with the Front Office Manager to meet KPIs, manage guest interactions, handle complaints, and coordinate services for VIP guests and long-stay clients, while maintaining safety and brand standards.

This full-time role requires a calm, proactive leader who can act as a visible point of contact after hours, on

Qualifications

• Previous supervisory experience in Front Office within a hotel or similar industry.
• Knowledge of Health and Safety and security procedures.
• Calm, efficient and the ability to work well under pressure.
• Excellent leadership skills and exceptional communication skills.
• A passion for delivering exceptional levels of guest service.
• Full availability for a rotating roster, including evenings, overnight shifts, weekends and public holidays.

Responsibilities

• Engage Guests in conversation and provide general assistance
• Manage, record, and resolve promptly all Guest complaints
• Meet and greet VIP Guests and major corporate clients upon arrival
• Coordinate the services and special facilities provided to long-stay Guests
• Stay current with all hotel products, services, policies and emergency procedures
• Monitor Guest satisfaction reports and implement actions to improve results
• Handle, record and follow through with management issues or emergencies that arise

Skills

Front Office supervision

Health and safety knowledge

Leadership

Communication skills

Guest service focus

Ability to work under pressure

Job description

Hilton Cairns is seeking a Duty Manager to oversee hotel operations during your shift, ensuring exceptional guest experiences and supporting a high-performing team. You will work closely with the Front Office Manager to meet KPIs, manage guest interactions, handle complaints, and coordinate services for VIP guests and long-stay clients, while maintaining safety and brand standards.

This full-time role requires a calm, proactive leader who can act as a visible point of contact after hours, on