Hospitality Operations Lead - Guest Experience

Union Jack Hotel; Cairns Regional; On-site; AUD 70,000 - 90,000; Full time

Job summary

The Union Jack Hotel in Cairns, Queensland is seeking a full-time Duty Manager to oversee daily operations and elevate guest experience. You will lead hospitality, gaming, and service teams, drive operational excellence, and contribute to strategic objectives while developing your leadership and management skills.

You will ensure compliance with RSA, RSG, licensing and safety standards, manage rostering and budgeting, and handle stock, cash, and end-of-day reporting, all while delivering

Qualifications

• Minimum 1 year in a duty manager or hospitality management role.
• Strong leadership and people management abilities.
• Excellent customer service orientation and problem-solving.
• Experience in budget management and financial reporting.
• Understanding of hospitality regulations and best practices.
• Excellent verbal and written communication skills.

Responsibilities

• Assist in day-to-day management of venue operations.
• Lead and develop hospitality, gaming, and customer service teams.
• Deliver outstanding guest experiences and resolve concerns.
• Oversee food & beverage, gaming, entertainment, and events.
• Monitor venue presentation, cleanliness, and safety.
• Support recruitment, onboarding, training, and performance.
• Manage labour costs, rosters, and productivity targets.
• Ensure compliance with RSA, RSG, liquor licensing, and WHS.
• Assist with stock control, cash handling, and end-of-day reporting.

Skills

Leadership

People management

Customer service

Budget management

Financial reporting

Regulatory compliance

Communication

Interpersonal skills

Job description

The Union Jack Hotel in Cairns, Queensland is seeking a full-time Duty Manager to oversee daily operations and elevate guest experience. You will lead hospitality, gaming, and service teams, drive operational excellence, and contribute to strategic objectives while developing your leadership and management skills.

You will ensure compliance with RSA, RSG, licensing and safety standards, manage rostering and budgeting, and handle stock, cash, and end-of-day reporting, all while delivering