Duty Manager - Brisbane Skytower

Who we are 

CLLIX Apartments and Hotels is an Australian hospitality provider that manages over 8,500 self-contained, contemporary apartments across more than 52 properties in Brisbane, the Gold Coast, the Sunshine Coast, Melbourne, and Adelaide, with continued growth planned across Australia and beyond.

Bringing Australian hospitality to the world, CLLIX delivers stylish city and coastal stays through a seamless, tech-enabled experience, all with the CLLIX of a button. We bridge the gap between traditional apartments and hotels, offering the comfort and space of self-contained accommodation combined with professional hotel management and service excellence. Our priority is to ensure every guest, resident, investor, and stakeholder receives a positive and memorable experience.

We are proud to be an Equal Opportunity Employer, welcoming people with disability including mental health conditions, individuals from diverse cultural and linguistic backgrounds, members of the LGBTQIA+ community, veterans, carers, and Indigenous Australians to our team. When you join CLLIX Apartments and Hotels, we value your unique contribution and the perspective you bring to shaping tomorrow’s seamless hospitality experiences.

Key Responsibilities

In this role, you will:

• Supervise and coordinate Front Office operations and team members during your allocated shift.
• Provide hands-on shift leadership, coaching, training and support to Front Office team members.
• Lead by example in delivering professional, knowledgeable and friendly guest service.
• Respond to guest enquiries, feedback and complaints professionally and escalate significant matters where appropriate.
• Work effectively within a mixed-use residential and hotel environment.
• Communicate and coordinate professionally with residents, owners, security, Facilities Management, contractors and other relevant stakeholders.
• Recognise when building, Body Corporate or stakeholder matters require escalation rather than independent action.
• Assist with Front Office rostering and operational coverage within established guidelines.
• Support the induction, training and ongoing development of Front Office team members.
• Ensure established company policies, procedures and service standards are consistently followed.
• Support Front Office reservations, daily revenue reconciliation and other operational requirements.
• Manage, document and appropriately escalate significant operational, guest, safety or building-related incidents.
• Ensure effective shift handovers and communication between team members and management.
• Maintain appropriate workplace health, safety, privacy and confidentiality standards.
• Work flexibly across a rotating roster, including mornings, evenings, weekends and public holidays, according to operational requirements.
• Undertake other reasonable duties within the scope of the position as directed by management.

Desired Skills & Experience:

To be successful in this position, you will ideally have:

• Previous experience in a Duty Manager, Front Office Supervisor or senior Front Office/Guest Services role, preferably within hotels, serviced apartments or a similar accommodation environment.

• Demonstrated experience supervising and supporting Front Office team members during busy operational shifts.

• Strong guest service skills and confidence managing enquiries, complaints and service recovery situations.

• Experience coaching, training and providing day-to-day guidance to team members.

• Strong communication and interpersonal skills, with the ability to engage professionally with guests, residents, owners, colleagues, contractors and other stakeholders.

• Sound judgement and the ability to recognise when an issue can be resolved operationally and when it should be escalated to management.

• Experience working within a mixed-use, residential, strata or large accommodation property would be highly regarded.

• Good understanding of Front Office operations, including reservations, cashiering, daily reconciliations and shift handovers.

• Strong organisational skills and the ability to prioritise competing operational requirements.

• Confidence responding to incidents and maintaining clear and accurate documentation.

• A collaborative, professional and solutions-focused approach.

• Ability to remain calm and make sound operational decisions in a fast-paced environment.

• Flexibility to work across a rotating roster, including weekends and public holidays.

• Full Australian Working Rights