Hotel Duty Manager - Crown Sydney

Crown Resorts; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Complimentary staff meals

F&B discounts

Accommodation discounts across Crown

Uniform laundering

Health and wellbeing benefits

Novated leasing

Employee discounts

Awards program

Community and inclusion initiatives

Job summary

Crown Resorts in Sydney is seeking an experienced Hotel Duty Manager to lead the Front Office and drive seamless, premium service for guests. You’ll oversee VIP arrivals, resolve complex guest matters, and empower teams to perform at their best in a luxury, world-class setting.

Join a dynamic leadership team and contribute to memorable guest experiences while supporting ongoing growth and excellence across Crown Sydney’s operations.

Qualifications

• Experience leading hotel operations in a luxury environment.
• Proven ability to resolve complex guest matters.
• Strong stakeholder management and communication.

Responsibilities

• Lead hotel operations during shifts with premium service standards.
• Serve as senior escalation point for guest matters.
• Coordinate cross-functional collaboration across departments.
• Oversee room inventory and guest flow.
• Coach and support teams to deliver best performance.
• Respond to operational incidents and emergencies.
• Maintain luxury standards in service delivery.

Skills

Leadership experience

Guest service excellence

Stakeholder management

Problem solving

Communication skills

Calm under pressure

Opera PMS

Roster flexibility

Tools

Opera PMS

Job description

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world‑class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

We are seeking an experienced Hotel Duty Manager to join our Front Office team. As a key operational leader, you'll be responsible for driving seamless operations while delivering the impeccable service, personalised attention and elevated experiences for our guests and visitors.

You'll lead from the front, champion exceptional guest experiences and empower your team to perform at their best. From overseeing VIP arrivals and resolving complex guest matters to enhancing cross-functional collaboration across the property, you'll play a pivotal role in shaping memorable moments for every person who walks through our doors.

This is a rare opportunity for a driven hospitality leader to elevate their career within a dynamic luxury environment. Working closely with a dedicated and experienced Senior Leadership Team, you'll gain unparalleled exposure across a world‑class integrated resort while positioning yourself for future leadership opportunities.

You’ll be:

• Leading hotel operations during your shift, ensuring every guest interaction reflects Crown Sydney's premium service standards
• Serving as the senior escalation point for guest matters, delivering thoughtful, personalised and effective resolutions
• Creating memorable experiences for guests, including VIPs, premium clientele and special occasion stays
• Building strong relationships across the hotel, fostering collaboration and service excellence between operational teams
• Driving operational performance through proactive decision‑making, attention to detail and a commitment to continuous improvement
• Maintaining a visible leadership presence throughout the property, coaching and supporting teams to deliver their very best
• Overseeing room inventory and guest flow to maximise both guest satisfaction and commercial outcomes
• Coordinating responses to operational incidents and emergency situations with professionalism and composure
• Ensuring presentation, service delivery and operational standards consistently reflect the expectations of a world‑class luxury destination

You’ll bring:

• Demonstrated leadership experience within a luxury hotel, premium hospitality environment or integrated resort
• A genuine passion for delivering exceptional guest experiences and creating moments that exceed expectations
• Proven business acumen and the ability to balance guest satisfaction with operational performance
• Exceptional stakeholder management, communication and problem‑solving skills
• Confidence managing complex guest situations with professionalism, empathy and discretion
• The ability to lead calmly and decisively in a dynamic, high‑profile environment.
• Experience working with hotel management systems, ideally Opera PMS
• Flexibility to work across a 24/7 roster, including evenings, weekends and public holidays

On offer to you:

• Complimentary meals in our staff restaurant
• Discounts across selected food and beverage venues
• Exclusive accommodation discounts across Crown Sydney, Melbourne and Perth
• Complimentary uniform laundering and wardrobe services for every shift
• Access to health and wellbeing benefits, novated leasing and a range of employee discounts
• Recognition and reward opportunities through Crown's company‑wide awards program
• The chance to get involved in community, diversity and inclusion initiatives

To be considered, you must have permanent and unrestricted Australian working rights.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.