Manager on Duty – Front Office

About the role

The Manager on Duty supports the Front Office Manager in overseeing daily front‑office operations at the JW Marriott in Surfers Paradise. This includes supervising concierge, porter, switchboard and guest services teams to ensure smooth check‑in/check‑out processes and high guest satisfaction.

Key responsibilities

• Lead and coach front‑desk staff, ensuring excellent customer service and adherence to brand standards.
• Manage day‑to‑day operations, handle guest complaints, and resolve disputes promptly.
• Monitor financial performance, credit policies and departmental budgets.
• Implement and enforce Front Office policies, procedures and credit controls.
• Act as the Front Office Manager’s representative in their absence, communicating critical information to the team.

Required profile

• Proven experience in guest services or front‑office leadership within a 5‑star hotel environment.
• Strong communication and interpersonal skills, with the ability to work under pressure.
• Flexibility to work varied shifts and demonstrate impeccable grooming and presentation.

What we offer

• Unlimited strategic development and career progression opportunities.
• Generous accommodation, food and beverage discounts across Marriott properties.
• Comprehensive hotel training programmes and wellbeing initiatives.
• Recognition programmes to keep you motivated.