Luxury Front Office Duty Manager – On‑Floor Leader

Crystalbrook Collection Hotels; Cairns Regional; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

50% Food & Beverage discount across Cr

AU$99 room rates and family discount

Parental leave

Career development & training

Mobility program & team rewards

Learning programs

Collaborative culture

Career opportunities

Team engagement events

Job summary

Crystalbrook Riley in Cairns seeks a confident Duty Manager to lead the Front Office team and own service delivery. You will oversee Guest Service Agents, ensuring a warm, seamless guest experience from arrival to departure.

This hands-on leadership role balances operational oversight with hospitality, guiding the team through day-to-day challenges and maintaining high service standards in a luxury setting.

Qualifications

• Previous Duty Manager, Front Office Supervisor or hotel leadership experience.
• A genuine passion for delivering thoughtful, personalised guest experiences.
• Strong leadership capability, with the ability to motivate, coach and support team members.
• Confidence managing guest feedback and resolving issues with professionalism and care.
• Excellent communication and interpersonal skills.
• Strong organisational skills and the ability to balance multiple priorities.
• A proactive and adaptable approach, with sound judgement and problem-solving capability.
• Experience working with hotel systems and property management platforms.
• Availability to work across a rotating roster, including evenings, weekends and public holidays.

Responsibilities

• Lead Front Office service delivery and guide Guest Service Agents in real time.
• Ensure guest interactions are warm, seamless and well-coordinated.
• Balance operational oversight with high standards of hospitality.
• Manage guest requests, resolve concerns with care and discretion.
• Support a smooth experience from arrival through to departure.

Skills

Leadership

Guest service

Communication

Team motivation

Problem solving

Organisational skills

Decision making

Roster flexibility

Tools

PMS familiarity

Hospitality software

Job description

Crystalbrook Riley in Cairns seeks a confident Duty Manager to lead the Front Office team and own service delivery. You will oversee Guest Service Agents, ensuring a warm, seamless guest experience from arrival to departure.

This hands-on leadership role balances operational oversight with hospitality, guiding the team through day-to-day challenges and maintaining high service standards in a luxury setting.