Hotel Operations Leader - Guest Experience

Hilton; Alice Springs; On-site; AUD 65,000 - 90,000; Full time

Job summary

Hilton in Alice Springs is seeking a Duty Manager to oversee daily hotel operations and ensure seamless teamwork across departments to deliver outstanding guest service. You will lead front desk activities, manage staffing, monitor safety, and coach the team to maintain Hilton's high standards while solving guest issues promptly and warmly.

Flexibility to work nights and weekends is required, and experience with hotel PMS is a plus.

Qualifications

• Proven background in front office or hotel operations, ideally in a supervisory or managerial role.
• Strong team management skills with the ability to motivate staff and drive service excellence.
• Excellent communication and problem-solving skills; able to handle complaints and challenges professionally.
• Proficient in hotel PMS and familiar with standard operational procedures.
• Calm under pressure and responsive to changing priorities or schedules.
• Fluent in English; additional languages are a plus.
• Flexible to work nights, weekends, and holidays.

Responsibilities

• Manage daily hotel operations: Oversee the overall functioning of the property, including front desk, staffing, room inventory, guest service, and policy compliance
• Delight our guests: Bring an upbeat and friendly attitude to all guest interactions, respond promptly to inquiries, and resolve any issues in a friendly, efficient manner
• Assist across departments: Step in to support operational roles as needed, including bell service or front desk coverage during breaks or high-volume periods
• Monitor the property: Conduct walkthroughs to assess safety, security, and service quality, addressing issues promptly
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Track and improve performance: Monitor guest satisfaction metrics (e.g., SALT, Revinate), identify trends, and implement improvements as needed
• Inspire and develop the team: Supervise and support team members, monitor performance, provide coaching, and foster a positive and productive work environment

Skills

Front desk operations

Team management

Customer service

Communication

Problem solving

Hotel PMS proficiency

Flexibility

English fluency

Tools

Hotel PMS

Job description

Hilton in Alice Springs is seeking a Duty Manager to oversee daily hotel operations and ensure seamless teamwork across departments to deliver outstanding guest service. You will lead front desk activities, manage staffing, monitor safety, and coach the team to maintain Hilton's high standards while solving guest issues promptly and warmly.

Flexibility to work nights and weekends is required, and experience with hotel PMS is a plus.