Manager on Duty

Shangri-La Hotels; The Rocks; On-site; AUD 85,000 - 120,000; Full time

Job summary

Shangri-La Sydney is seeking an experienced Manager on Duty to lead the Front Office team and deliver five-star guest experiences. You will report to the Front Office Manager and Assistant Front Office Manager, supervising daily operations and embodying senior-management leadership on shift.

The role requires 2+ years in a similar leadership role within a 5-star hotel, outstanding communication, and the ability to stay calm under pressure.

Qualifications

• Minimum 2 years' experience in a leadership role within a 5-star hotel.
• Outstanding verbal and written communication skills.
• Ability to remain calm, professional, and guest-focused in a fast-paced environment.
• Strong problem-solving and decision-making capabilities.
• Experience with Opera PMS, PABX, and Microsoft Office applications.

Responsibilities

• Champion exceptional guest service and create memorable experiences.
• Coordinate and oversee Front Office operations to ensure smooth daily performance.
• Foster effective communication between Front Office and all hotel departments.
• Act as the representative of Senior Management during your shift.
• Resolve guest concerns professionally and efficiently.
• Ensure the comfort, safety, and satisfaction of all guests.
• Support and inspire your team to achieve service excellence.

Skills

Leadership

Communication

Guest service

Problem solving

Opera PMS

PABX

MS Office

Tools

Opera PMS

PABX

MS Office

Job description

Shangri-La Sydney is looking for an experienced and motivated Manager on Duty to join our vibrant Front Office team and play a key role in delivering exceptional guest experiences every day.

Are you Shangri-La?

Nestled between the iconic Sydney Opera House and Harbour Bridge in the historic Rocks precinct, Shangri-La Sydney is the city's premier luxury hotel. With 565 beautifully appointed guest rooms and suites, 18 versatile event spaces, and world-class dining and hospitality experiences, we set the benchmark for excellence in luxury service.

About the Role

Reporting to the Front Office Manager and Assistant Front Office Manager you will be at the heart of hotel operations, leading by example and ensuring the seamless delivery of five-star service across the property.

As Manager on Duty, you will:

• Champion exceptional guest service and create memorable experiences
• Coordinate and oversee Front Office operations to ensure smooth daily performance
• Foster effective communication between Front Office and all hotel departments
• Act as the representative of Senior Management during your shift
• Resolve guest concerns professionally and efficiently
• Ensure the comfort, safety, and satisfaction of all guests
• Support and inspire your team to achieve service excellence

This is an exciting opportunity for a hospitality professional who enjoys taking ownership, solving challenges, and making a genuine impact on the guest journey.

About You

To succeed in this role, you will bring:

• A minimum of 2 years' experience in a similar leadership role within a 5-star hotel environment
• Outstanding verbal and written communication skills
• The ability to remain calm, professional, and guest-focused in a fast-paced environment
• Strong problem-solving and decision-making capabilities
• Experience with Opera PMS, PABX, and Microsoft Office applications
• A passion for luxury hospitality and creating exceptional guest experiences

Essential Requirements:

• Current First Aid Certification
• Current RSA Certification
• Full Australian working rights
• Flexibility to work rotating shifts across a 7-day roster

Why Join Shangri-La Sydney?

At Shangri-La Sydney, you'll be part of a team that values excellence, collaboration, and genuine hospitality. We offer:

• A supportive and inclusive workplace culture
• Career development and progression opportunities within a global luxury hotel brand
• Ongoing training and mentorship from experienced leaders
• The chance to work in one of Sydney's most iconic hospitality destinations