Luxury Front Office Duty Manager — Guest Experience Leader

Crystalbrook Collection Hotels; Cairns Regional; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

50% Food & Beverage discount across in

$99 room rates and family discounts

Enhanced parental leave

Internal mobility program

Job summary

Crystalbrook Riley in Cairns is seeking a confident Duty Manager to join our Front Office leadership team in a permanent, full-time role. Reporting to the Front Office Manager, you will lead front office operations, model thoughtful service and drive guest satisfaction across every touchpoint.

You will coach Guest Service Agents, balance competing priorities, and respond calmly to challenges with sound judgement.

Qualifications

• Previous Duty Manager, Front Office Supervisor or hotel leadership experience.
• Passion for delivering thoughtful, personalised guest experiences.
• Strong leadership and people management capabilities.
• Experience with hotel systems and property management platforms.
• Ability to balance multiple priorities and respond to guest needs with professionalism.

Responsibilities

• Lead Front Office operations on shift and set the tone for service.
• Coach and support Guest Service Agents to maintain high standards.
• Manage guest requests and resolve issues with care and discretion.
• Collaborate with hotel teams to ensure seamless guest experiences.

Skills

Leadership

Communication

Problem-solving

Guest service

Team coaching

Attention to detail

Organisational skills

Hotel systems experience

Tools

Hotel PMS systems

Job description

Crystalbrook Riley in Cairns is seeking a confident Duty Manager to join our Front Office leadership team in a permanent, full-time role. Reporting to the Front Office Manager, you will lead front office operations, model thoughtful service and drive guest satisfaction across every touchpoint.

You will coach Guest Service Agents, balance competing priorities, and respond calmly to challenges with sound judgement.