Front Office Duty Manager

About Us

The Garde and Warders Hotel is part of the W1 Hospitality Group, a diverse and growing hospitality collective based in Fremantle.

Our group includes Garde Hotel and Warders Cottages, Emily Taylor Bar and Kitchen, Anglesea, Garde Spa and Gimlet Gin Bar, and is built on strong operational standards, professional leadership, and a commitment to exceptional guest experiences.

About the Role

We are seeking an experienced Front Office Duty Manager to take ownership of front office operations and support the Hotel Manager in the daily leadership of the property.

This is a senior operational leadership role. You will be responsible for ensuring the smooth and efficient running of Front Office and Housekeeping coordination while delivering consistently high guest service standards from arrival to departure.

You will also play a key leadership role in roster planning, team supervision, guest resolution, and operational reporting, including invoicing support and administrative oversight.

This role requires a confident leader who can take control of a busy hotel environment, make sound operational decisions, and hold a team accountable to standards.

Key Responsibilities

• Lead and manage daily Front Office operations with full accountability

• Supervise, roster, and coordinate Front Office and Housekeeping teams

• Support with rostering, invoicing, reporting, and guest feedback management

• Drive operational standards, ensuring consistency in service delivery

• Manage escalated guest issues and resolve complaints professionally and decisively

• Monitor team performance and ensure accountability across shifts

• Ensure compliance with safety, brand, and operational procedures

• Maintain accurate reporting, end-of-day processes, and audit functions

• Lead by example in guest interactions and front desk presence

• Maintain strong communication with all departments and senior leadership

Requirements

• Demonstrated experience managing and leading a team (essential)

• Strong understanding of hotel operations and guest service standards

• Proven ability to manage high-pressure operational environments

• Experience handling escalated guest issues and service recovery

• High level of professionalism, presentation, and communication skills

• Strong capability with hotel systems (e.g. Mews or similar)

• Competent with Microsoft Office (Word, Outlook, Excel)

• Availability for rotating shift work including weekends, public holidays, Christmas & New Year period

• Strong attention to detail and high operational discipline

About You

You are a confident hospitality leader who thrives in a fast-paced environment, takes ownership of outcomes, and holds yourself and your team to high standards. You are hands-on, calm under pressure, and focused on delivering consistent, high-quality guest experiences.

What We Offer

• Staff discounts across all W1 Hospitality venues

• Complimentary meals on longer shifts

• 20% accommodation discount across group hotels

Training