Luxury Front Office Duty Manager — Lead Guest Experience

IHG Hotels & Resorts; Melbourne; Vor Ort; AUD 70.000 - 95.000; Vollzeit

Benefits dieser Stelle

Paid Birthday Leave

Enhanced parental leave

Wellness days

Colleague discounts

Learning and development opportunities

Transfer of entitlements

Supportive team culture

Zusammenfassung

InterContinental Melbourne The Rialto, part of IHG Hotels & Resorts, is seeking a passionate Duty Manager to join our Front Office leadership team. Lead hotel operations, inspire colleagues, and deliver exceptional guest experiences in a luxury environment.

You will oversee reception and guest services, drive upselling, respond to feedback, coordinate with departments, and promote a safe, collaborative workplace. The role requires strong leadership and excellent communication.

Qualifikationen

• Previous leadership experience within Front Office, Guest Services, or Hotel Operations.
• Qualification in Hotel Management, Business Administration, or related discipline preferred.
• Strong understanding of luxury hospitality and guest service excellence.
• Exceptional communication and interpersonal skills.
• Demonstrated ability to lead, coach, and motivate teams.
• Strong organisational skills with the ability to prioritise in a fast-paced environment.
• Experience using Property Management Systems (PMS).
• Current valid driver's licence.
• Fluent English communication skills; additional languages are highly regarded.

Aufgaben

• Lead and support Front Office operations, including Reception and Instant Service.
• Deliver exceptional guest experiences through proactive service and personalised guest interactions.
• Respond to guest feedback and resolve concerns efficiently and professionally.
• Coordinate with all hotel departments to ensure smooth daily operations.
• Oversee hotel operations in the absence of senior management.
• Welcome and assist VIP guests, ensuring a memorable arrival and stay experience.
• Drive upselling initiatives and maximise revenue opportunities.
• Monitor guest accounts, billing instructions, and room revenue controls.
• Maintain high standards of colleague performance, presentation, and professionalism.
• Ensure compliance with hotel emergency procedures and safety standards.
• Conduct regular inspections of front and back of house areas.
• Support workforce planning and operational staffing requirements.
• Promote a safe, positive, and collaborative workplace environment.

Kenntnisse

Front Office Leadership

Guest Service Excellence

English Fluency

Team Coaching

Organisational Skills

Driver's Licence

Ausbildung

Hotel Management / Business Administration

Tools

PMS

Jobbeschreibung

At InterContinental Melbourne The Rialto, we're more than just a luxury hotel, we're a destination where exceptional service and memorable experiences come together. As part of the world's largest family of luxury hotels, we take pride in delivering the warm, sophisticated hospitality that defines the InterContinental® brand.

We are currently seeking a passionate and motivated Duty Manager to join our Front Office leadership team. This is an exciting opportunity to lead hotel operations, inspire colleagues, and create outstanding guest experiences within a world-class luxury environment.

Your Day-to-Day

• Lead and support Front Office operations, including Reception and Instant Service.
• Deliver exceptional guest experiences through proactive service and personalised guest interactions.
• Respond to guest feedback and resolve concerns efficiently and professionally.
• Coordinate with all hotel departments to ensure smooth daily operations.
• Oversee hotel operations in the absence of senior management.
• Welcome and assist VIP guests, ensuring a memorable arrival and stay experience.
• Drive upselling initiatives and maximise revenue opportunities.
• Monitor guest accounts, billing instructions, and room revenue controls.
• Maintain high standards of colleague performance, presentation, and professionalism.
• Ensure compliance with hotel emergency procedures and safety standards.
• Conduct regular inspections of front and back of house areas.
• Support workforce planning and operational staffing requirements.
• Promote a safe, positive, and collaborative workplace environment.
  
  

What We're Looking For

• Previous leadership experience within Front Office, Guest Services, or Hotel Operations.
• Qualification in Hotel Management, Business Administration, or a related discipline preferred.
• Strong understanding of luxury hospitality and guest service excellence.
• Exceptional communication and interpersonal skills.
• Demonstrated ability to lead, coach, and motivate teams.
• Strong organisational skills with the ability to prioritise in a fast-paced environment.
• Experience using Property Management Systems (PMS).
• Current valid driver's licence.
• Fluent English communication skills; additional languages are highly regarded.
  
  

What We Offer

• Paid Birthday Leave.
• Enhanced parental leave program.
• Proactive paid wellness and mental health days.
• Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage.
• An immense colleague discounts platform for all your favourite brands and retailers.
• Ongoing learning and development opportunities to support your career growth within IHG.
• Transfer of entitlements as you move and grow within the IHG family.
• A supportive, inclusive, and collaborative team culture.
  
  

We are proud to be InterContinental Melbourne The Rialto and proud to be IHG, and we know you will be too.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.