Luxury Lodge Duty Manager - Lead Front Office & VIP Guests

Saddles Mount White; Central Coast; On-site; AUD 70,000 - 95,000; Full time

Job summary

Saddles Mount White invites applications for a Duty Manager to be the lodge's senior on shift. You will lead the front office, coordinate across restaurant, spa and villas, and ensure service excellence whether in quiet times or peak periods.

Reporting to the General Manager, you will shape briefings, manage safety, cash handling, and incident records, while mentoring a small team and upholding licensing obligations.

Qualifications

• At least three years' experience in luxury hospitality, with a minimum of one year in a supervisory or duty management role.
• Confident leadership of a small team, with a coaching style that lifts standards.
• Strong operational judgement and composure under pressure.
• Sound knowledge of front office systems, revenue basics, cash handling and end-of-day procedures.
• Understanding of Work Health and Safety, emergency procedures and liquor licensing obligations.
• RSA (NSW) and a current First Aid certificate required; RMLV (NSW) advantageous.
• Flexibility across a rotating roster, including evenings, weekends and public holidays.

Responsibilities

• Lead the lodge operation across all departments during your shift.
• Conduct shift briefings and hold the team to the lodge's service standard.
• Personally host VIP arrivals, special occasions and returning guests.
• Resolve guest concerns promptly, with all feedback followed up within 24 hours.
• Oversee security, safety and emergency response on property.
• Complete shift reporting, cash reconciliation and incident records.
• Support training and development across the front office team.

Skills

Team leadership

Luxury hospitality

Operations

Front office systems

Revenue basics

Cash handling

End-of-day procedures

Work Health and Safety

Emergency procedures

Liquor licensing obligations

RSA NSW

First Aid

Roster flexibility

Job description

The Duty Manager is the lodge's senior presence on shift: part host, part operator, part problem-solver. When the General Manager is not on property, the lodge is yours. You will lead the front office team, move between the restaurant, piano bar, spa and villas, and make sure the standard never slips, whether it is a quiet Tuesday or a full house on a long weekend.

You will set the tone at each briefing, handle the moments that matter most to guests, and resolve issues with judgement and grace before they become complaints. You will also hold responsibility for safety, security, cash handling and compliance across the property during your shift, and provide clear, reliable reporting to the General Manager.

The position reports to the General Manager and suits a front office supervisor or assistant manager ready to step up, or an experienced duty manager seeking a more intimate and ambitious property.

About You

At least three years' experience in luxury hospitality, with a minimum of one year in a supervisory or duty management role

Confident leadership of a small team, with a coaching style that lifts standards

Strong operational judgement and composure under pressure

Sound knowledge of front office systems, revenue basics, cash handling and end-of-day procedures

Understanding of Work Health and Safety, emergency procedures and liquor licensing obligations

RSA (NSW) and a current First Aid certificate required; RMLV (NSW) advantageous

Flexibility across a rotating roster, including evenings, weekends and public holidays

What You'll Do

Lead the lodge operation across all departments during your shift

Conduct shift briefings and hold the team to the lodge's service standard

Personally host VIP arrivals, special occasions and returning guests

Resolve guest concerns promptly, with all feedback followed up within 24 hours

Oversee security, safety and emergency response on property

Complete shift reporting, cash reconciliation and incident records

Support training and development across the front office team

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