Luxury Front Desk Duty Manager — Guest Experience Lead

W Hotels; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Room discounts

Training programs

F&B discounts

Recognition programs

Wellbeing programs

Employee assistance

Great Places to Work

Job summary

W Sydney is casting for a charismatic Duty Manager to lead the Front Desk (Welcome) Team and ensure exceptional guest experiences. Reporting to the Executive Assistant Manager of Rooms, you will balance guest needs with operations and team performance.

You will guide Welcome and Whatever Whenever teams, uphold brand standards, and oversee daily Rooms Division activities, collaborating with others to drive service excellence.

Qualifications

• Experience in Front Desk/Front Office roles, preferably in supervisory or DM capacity.
• Knowledge of check-in/check-out procedures and room inventory management.
• Attention to detail and strong written and spoken communication.
• Ability to work weekends/public holidays as required.
• Basic computer skills (email, MS Office).

Responsibilities

• Perform day-to-day duties with passion and charisma while communicating clearly.
• Drive W's Whatever Whenever culture and loyalty program.
• Support Welcome and Whatever Whenever Managers with Rooms Division operations.
• Keep hotel operations smooth in the absence of senior leadership.
• Maintain high service standards at Welcome Desk, Wheels, and Concierge.

Skills

Front Desk experience

Supervisory/DM experience

Communication skills

Guest service leadership

Tools

Opera PMS

Job description

W Sydney is casting for a charismatic Duty Manager to lead the Front Desk (Welcome) Team and ensure exceptional guest experiences. Reporting to the Executive Assistant Manager of Rooms, you will balance guest needs with operations and team performance.

You will guide Welcome and Whatever Whenever teams, uphold brand standards, and oversee daily Rooms Division activities, collaborating with others to drive service excellence.