Shift Leader - Hotel Operations & Guest Experience

EVT - Entertainment | Ventures | Travel; Sydney; On-site; AUD 75,000 - 92,000; Full time

Benefits offered by this job

Dining and stays discounts across EVT

Movie tickets

Seasonal perks at Thredbo

Career growth across hotel &娱乐 network

Paid parental leave

Job summary

Rydges World Square, part of EVT, seeks a Duty Manager to lead day-to-day venue operations on the floor and guide the team to deliver a smooth, memorable guest experience from start to finish.

You will coach shift teams, ensure service standards, monitor safety, and stay calm under pressure while driving occupancy and revenue through effective rate management and cross‑department collaboration.

Qualifications

• 1+ years of experience as a duty manager or similar in a branded or independent hotel.
• Strong knowledge of Front Office operations including rostering, guest arrivals/departures, and team coordination.
• Experience in managing hotel security, guest complaints and incident reporting.
• Ability to drive occupancy and revenue through effective rate management and collaboration with departments.
• Excellent communication and interpersonal skills to foster positive relationships with guests and teams.

Responsibilities

• Lead and oversee hotel operations during shifts, ensuring smooth coordination in the absence of senior management.
• Support Front Office operations, ensuring staff presentation, punctuality and service standards.
• Maintain high guest satisfaction by resolving issues and promoting a welcoming service culture.
• Monitor security and safety procedures, ensuring WHS compliance and incident management.
• Drive occupancy and revenue by supporting rate management strategies and cross-department collaboration.
• Ensure effective cross-department communication to support operational efficiency and guest experience.
• Assist rostering, staffing levels, and cost control to meet targets and maintain service quality.
• Manage staff including training, rostering, overtime, leave, and entitlements.
• Manage cashiering, floats, tills and shift costs; record and report incidents in duty log.
• Resolve guest requests and complaints quickly and professionally; manage complaint system and feedback log.

Job description

Rydges World Square, part of EVT, seeks a Duty Manager to lead day-to-day venue operations on the floor and guide the team to deliver a smooth, memorable guest experience from start to finish.

You will coach shift teams, ensure service standards, monitor safety, and stay calm under pressure while driving occupancy and revenue through effective rate management and cross‑department collaboration.