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Front Office Duty Manager

Stamford Hotels & Resorts · Melbourne, Victoria

Type
Full-time
Posted
7 days ago

Overview

Your experience leading teams and managing incidents under pressure translates directly to running a hotel shift. You know how to handle difficult individuals, de-escalate conflicts, and enforce safety and security procedures, which are central to the duty manager remit. Your command and coordination skills make you a credible candidate for the senior-on-shift responsibilities.

About this role

Job No: STAM2025301406

Employment Status: Full Time No. of Vacancies: 1 Closing Date: 30 Aug 2026 AEST

Join one of Stamford Plaza Melbourne’s most dynamic departments in a pivotal leadership role!

We're seeking a confident, service-driven Front Office Duty Manager to oversee daily front office operations and ensure our guests receive a seamless and exceptional experience from check-in to check-out.

About Stamford Hotels and Resorts

Stamford Hotels and Resorts, a part of the Stamford Group, manages the Group’s portfolio of luxury premium hotels located in Australia. The hotel portfolio consists of nearly 1800 rooms and over 1000 employees. In addition to the hotels, the Stamford Group owns a portfolio of premium commercial office properties internationally, and is involved in the development of high end luxury residential units in Australia.

At Stamford Hotels and Resorts, we understand that our people are our greatest asset. We strive to retain, develop and reward passionate and success-orientated professionals at all levels. In our pursuit for excellence, we encourage entrepreneurial thinking, challenge the status quo and inculcate a sense of ownership while fostering an environment of transparency, collaboration, respect and integrity among our employees, business partners and the larger community.

As Front Office Duty Manager, you'll be the go to person during your shift, responsible for leading the front office team, handling guest feedback, and ensuring hotel standards are consistently met and exceeded.

You'll be the face of the hotel during your shift, setting the tone for professionalism, service excellence, and guest satisfaction.

Reporting directly to the Front Office Manager, you'll play a key role in coaching and developing team members, managing service recovery situations, and supporting the smooth coordination between departments.

You’ll be responsible for monitoring arrivals and departures, managing room inventory, and ensuring that each guest experience is delivered with warmth, efficiency, and attention to detail.

Core Responsibilities

In this hands-on leadership role, you will be responsible for overseeing the day-to-day operations of the front office while ensuring a seamless guest experience. Acting as the senior leader on shift, you will support and guide the team, resolve guest issues with professionalism, and uphold the hotel’s service standards. Your ability to lead by example, think on your feet, and maintain operational flow will be key to your success in this position.

Overseeing daily front office operations during assigned shifts

Leading and supporting front desk, concierge, and guest services teams

Managing guest check-ins and check-outs to ensure a smooth and welcoming experience

Handling guest complaints, feedback, and service recovery with professionalism and urgency

Acting as the senior point of contact for all departments during your shift

Ensuring compliance with hotel policies, procedures, and brand standards

Conducting shift briefings and ensuring effective handovers between shifts

Assisting with staff training, coaching, and performance feedback

Monitoring room availability, reservations, and allocation in coordination with Reservations and Housekeeping

Managing incident reports, guest issues, and following up on resolutions

Ensuring accurate financial transactions and completing shift audits

Upholding a high level of safety, security, and emergency readiness throughout the hotel

Supporting the Front Office Manager and stepping into their role as needed

About You

You are a confident and motivated hospitality professional with a passion for delivering exceptional guest service. With previous experience in front office operations and team supervision, you bring strong leadership skills, a calm and solutions-focused mindset, and the ability to think quickly under pressure.

You thrive in a dynamic, fast-paced environment and enjoy being the go-to person who can lead a team, resolve issues, and ensure every guest feels welcome and valued. Your communication is clear and professional, and you’re comfortable making decisions independently while also working collaboratively with others.

You’re organised, proactive, and committed to upholding high standards—whether that’s handling guest feedback, managing a busy check-in period, or supporting the development of your team.

You’ll also bring

Previous experience in a front office leadership or duty manager role (hotel experience preferred)

Strong guest service mindset with the ability to stay calm under pressure

Excellent communication, problem-solving, and decision-making skills

Comfortable working across a rotating roster, including weekends and public holidays

Familiarity with hotel systems (e.g., Opera, RMS, or similar)

First Aid and RSA certifications (or willingness to obtain)

Flexibility to work across a 7-day roster including weekends, evenings, and public holidays

Full and unrestricted Australian working rights

Benefits & Perks

Discounted meals and non-alcoholic beverages

Supplied meals during allocated rostered shifts

Complimentary dry cleaning allowance

Career growth opportunities

How to Apply

If you have the experience, we'll give you the opportunity.

Please submit a cover letter and resume. We thank you in advance for taking the time to apply for our exclusive role, please note that only shortlisted candidates will be contacted for an interview.

No recruitment agencies please.

Stamford Hotels and Resorts is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, covered under applicable law.

#SPM

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