Duty Manager - Front Office

About the role

TFE Hotels is recruiting a welcoming and passionate hospitality professional to join the Reception team as Duty Manager at The Savoy Hotel on Little Collins in Melbourne. The hotel was built in 1866 and combines Art Deco character with contemporary design. As Duty Manager you will lead the Front Office function, deliver exceptional guest experiences and support strong people and operational performance.

Key responsibilities

• Lead the Front Office team and provide coaching, guidance and day-to-day support to team members.
• Resolve complex guest enquiries, complaints and service recovery situations professionally.
• Monitor Front Office operations so that service standards and procedures are consistently met.
• Build collaborative relationships across hotel departments and support workforce planning, rostering and team capability development.
• Maintain compliance with company policies, financial procedures, security requirements and workplace legislation.
• Coach team members in active listening, service recovery and personalised guest engagement.
• Use guest feedback and operational information to identify service patterns and improvement opportunities.
• Oversee hotel operations during your shift and respond to operational issues, guest incidents and escalations.

Required profile

• Demonstrated leadership experience within Front Office, Reception or hotel operations.
• Proven ability to coach, develop and motivate high-performing teams.
• Experience analysing operational performance and implementing service improvements.
• Strong guest recovery and conflict resolution skills.
• Ability to manage operational priorities while delivering exceptional guest experiences.

Required skills

• Excellent verbal and written communication and professional presentation.
• Confidence using hotel systems and handling guest information responsibly.
• Attention to detail and organisational skills.
• Ability to build positive relationships with guests, colleagues and stakeholders.
• Relevant qualification in Hospitality, Tourism or Business is advantageous; a Diploma or Degree in Hospitality Management, Hotel Management, Tourism or Business is preferred.
• Current Responsible Service of Alcohol (RSA) certification where required.

What we offer

• Career growth and accredited learning pathways (Learn, Earn & Grow).
• Hotel and dining discounts across the group's hotels and brands.
• Global opportunities across 80+ hotels and 12+ brands in 11+ countries.
• Discounts on groceries, shopping, entertainment, travel and everyday essentials.
• Wellbeing support, including an Employee Assistance Program.
• Birthday leave, parental leave, purchased leave and life leave.