Duty Manager

Four Points by Sheraton  - where timeless classics are integrated with modern details. The atmosphere is honest, uncomplicated and casual.  Join us as a Duty Manager in a community of approachable and straightforward talent offering simplified, not simple experiences to independent travellers. 

Position Summary: 

• Manage day-to-day operations and ensure the quality and standards of the hotel are met 

• Assist guests arriving and departing the hotel through the check in and departure process 

• Handle general enquiries whilst providing a friendly, genuine service with each traveller experience 

• Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties 

• Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met  

• Be an expert on the hotel and the surrounding area, have a sense of the local to exceed guest expectations   

• Build and strengthen relationships with existing and new travellers to enable future bookings 

• Understand the impact of the department’s operations on the overall property financial goals and objectives and manage to achieve or exceed goals. 

Essential Criteria: 

• Minimum two years' experience in a Front Office Supervisor, Duty Manager, Assistant Manager, or equivalent hotel operational leadership role.
   
• Demonstrated experience independently managing hotel operations and acting as the senior leader on shift.
   
• Proven ability to lead, coach and hold teams accountable for service, performance and operational standards.
   
• Experience managing guest escalations, service recovery, conflict resolution and operational incidents.
   
• Strong understanding of Front Office systems, procedures, hotel compliance requirements and Marriott service standards.
   
• Ability to coordinate multiple departments to deliver operational, guest satisfaction and financial outcomes.
   
• Excellent communication, judgement and decision-making skills in a fast-paced environment.
   
• Availability to work a rotating roster including evenings, weekends and public holidays.