As a Front Office Duty Manager, you will play a key leadership role in delivering a seamless guest journey from check-in to check-out. You will be responsible for the day-to-day management of front office operations, ensuring both team performance and guest satisfaction exceed expectations. This role offers the opportunity to work closely with leadership to maximise profitability and ensure compliance with brand and safety standards.

Key Responsibilities

Guest Experience

• Deliver exceptional guest service by ensuring every guest is welcomed and recognised.
• Handle guest complaints and feedback with confidence and professionalism.
• Maintain thorough guest records and ensure VIP and loyalty member needs are anticipated and met.
• Actively drive IHG One Rewards program and support team in achieving enrolment targets.

Team Leadership

• Lead, coach, and mentor a passionate front office team.
• Promote a positive, collaborative, and inclusive work culture.
• Conduct shift briefings, ensure detailed handovers, and support team development through regular feedback and training.
• Support the Front Office Manager with performance reviews and disciplinary actions when needed.

Financial & Operational Oversight

• Perform banking duties and process financial transactions in line with procedures.
• Monitor hotel accounting practices and liaise with Finance and Front Office teams for compliance.
• Manage room charges, payments, deposits, and credit processes accurately and efficiently.

Health, Safety & Compliance

• Ensure hotel compliance with OH&S regulations and brand safety standards.
• Act as a safety leader by identifying and mitigating risks, ensuring cleanliness standards, and participating in emergency procedures.
• Uphold company policies on ethics, data privacy, and anti-bribery practices.

What We’re Looking For

• Previous experience in a front office supervisory or duty manager role, preferably in a hotel environment.
• Strong leadership, communication, and interpersonal skills.
• Experience with hotel property management systems (PMS), Opera Cloud experience is a bonus.
• A hands-on leader who thrives in a fast-paced, guest-focused environment.
• Able to work a rotating roster including weekends, public holidays and overnight shifts.

What We Offer

• A vibrant, supportive team culture in a one-of-a-kind boutique hotel.
• Opportunities for professional growth within the Pro-invest Hotels Group & IHG.
• IHG employee discounts and benefits worldwide.
• Participation in our rewards and recognition programs.
• A genuine chance to make your mark on the guest journey and team culture.

Ready to bring Melbourne’s laneway culture to life, one guest at a time?
Apply now and let’s craft incredible stories together at Hotel Indigo Melbourne on Flinders.