Guest Experience Duty Manager | Front Office Leader

IHG Hotels & Resorts; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Free parking onsite

Free meals on shift

Laundered uniform supplied

Paid birthday leave

Paid parental leave

Wellbeing and mental health days

Colleague discounts

Job summary

IHG Hotels & Resorts is seeking an experienced Duty Manager for the Holiday Inn Sydney Potts Point. Reporting to the Front Office Manager, you will lead guest experiences and hotel operations, guiding a team to deliver prompt, personalized service across shifts.

You will manage guest queries, supervise staff during busy periods, and participate in daily briefings. A Diploma or equivalent and Opera PMS knowledge are preferred; flexibility to work evenings and weekends is essential.

Qualifications

• Front desk/guest service leadership experience in hotel front office operations.
• Diploma or equivalent; some tertiary education preferred.
• Fluent written and spoken English.
• Able to manage multiple tasks and deadlines while maintaining guest satisfaction.

Responsibilities

• Lead guest experiences, team performance and hotel operations.
• Respond to guest needs and resolve issues promptly.
• Supervise and support colleagues during busy periods.
• Conduct daily departmental briefings and contribute to team meetings.
• Prioritise workload to deliver authentic, memorable guest experiences.
• Develop team skills to drive hotel performance.
• Engage with guests to resolve issues and concerns.
• Act as first point of contact for major emergencies and ensure safety of guests.
• Communicate with emergency services and Senior Leadership Team in serious situations.

Skills

Front desk leadership

Guest service

Customer relations

Time management

Communication

Problem solving

Interpersonal skills

English fluency

Multi-tasking

Professional presentation

Education

Diploma or equivalent

Tools

Opera PMS

Job description

IHG Hotels & Resorts is seeking an experienced Duty Manager for the Holiday Inn Sydney Potts Point. Reporting to the Front Office Manager, you will lead guest experiences and hotel operations, guiding a team to deliver prompt, personalized service across shifts.

You will manage guest queries, supervise staff during busy periods, and participate in daily briefings. A Diploma or equivalent and Opera PMS knowledge are preferred; flexibility to work evenings and weekends is essential.