Hotel Duty Manager - Crown Sydney

About the role

Crown Resorts is seeking an experienced Hotel Duty Manager to join its Front Office team at Crown Sydney. As a key operational leader, you will drive seamless operations and deliver the premium service, personalised attention and elevated experiences expected at a world-class integrated resort. You will work closely with an experienced Senior Leadership Team and position yourself for future leadership opportunities.

Key responsibilities

• Lead hotel operations during your shift so every guest interaction meets premium service standards
• Serve as the senior escalation point for guest matters, resolving them thoughtfully and effectively
• Create memorable experiences for guests, including VIPs, premium clientele and special occasion stays
• Build strong relationships across the hotel and foster collaboration between operational teams
• Drive operational performance through proactive decision-making, attention to detail and continuous improvement
• Maintain a visible leadership presence, coaching and supporting teams
• Oversee room inventory and guest flow to maximise guest satisfaction and commercial outcomes
• Coordinate responses to operational incidents and emergencies with professionalism and composure
• Ensure presentation, service delivery and operational standards match those of a luxury destination

Required profile

• Demonstrated leadership experience in a luxury hotel, premium hospitality environment or integrated resort
• Genuine passion for exceptional guest experiences
• Proven business acumen, balancing guest satisfaction with operational performance
• Exceptional stakeholder management, communication and problem-solving skills
• Confidence handling complex guest situations with professionalism, empathy and discretion
• Ability to lead calmly and decisively in a dynamic, high-profile environment
• Permanent and unrestricted Australian working rights

Required skills

• Experience with hotel management systems, ideally Opera PMS
• Flexibility to work a 24/7 roster, including evenings, weekends and public holidays

What we offer

• Complimentary meals in the staff restaurant and discounts at selected food and beverage venues
• Accommodation discounts across Crown Sydney, Melbourne and Perth
• Free uniform laundering and wardrobe services for every shift
• Health and wellbeing benefits, novated leasing and employee discounts
• Awards recognition and community, diversity and inclusion involvement