Manager On Duty

**Company Description**
Mondrian is a way of travel. With its groundbreaking design and progressive programming, it is a “must” destination for locals or travellers. Mondrian is always at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone. Mondrian provides a playful framework so that guests and locals alike can immerse themselves in the culture of each city it inhabits.

Mondrian Gold Coast has made its debut on the sun-drenched esplanade of the iconic Burleigh Beach. This destination lifestyle precinct is a vision of some of Australia and the world’s most celebrated changemakers, risk takers and creative thinkers. Mondrian Gold Coast is an immersive precinct that reflects the culture of one of Australia’s most iconic coastal destinations.

Join our cultural precinct of imaginative spaces that reflect sun, sand and surf enveloped around dynamic dining, entertainment, a cutting-edge spa with a world-class edge.

We’re seeking creatives, innovators and disruptors who challenge the status quo and ready to be agents of change as we usher in one of the most exciting, progressive and forward-thinking brands set to make Burleigh its home.

The Manager on Duty at Mondrian Gold Coast is a key leader responsible for overseeing daily operations and ensuring excellent guest service. This role requires a proactive leader who is passionate about creating exceptional experiences for guests. You’ll manage daily operations, maintain high service standards, and meet guest expectations.

Key responsibilities include establishing clear goals, effectively prioritising tasks, addressing guest concerns, resolving operational challenges, and leading the team to meet both service and financial objectives. Regular communication with the team will be essential to ensure alignment with business goals, acknowledge achievements, and drive outstanding results. Additionally, you’ll contribute to the property’s overall success by understanding and optimising your department’s impact on financial performance.

Main Duties/Responsibilities:

- Lead and oversee the Front office teams to deliver outstanding and personalised guest services, ensuring all guests receive a warm and courteous welcome.
- Supervise and support front office teams, providing mentorship and coaching to enhance performance.
- Act as the primary contact for guest inquiries, complaints, or special requests, handling each interaction with care and efficiency to maintain guest satisfaction.
- Oversee daily operations, ensuring seamless coordination between Front Office, Concierge, Guest Services, Housekeeping, and other departments.
- Ensure all guest requests are efficiently delegated to Housekeeping, Front Desk, Concierge, Maintenance, Wellness & Food & Beverage hotel departments.
- Lead by example in ensuring service standards reflect Mondrian’s high-end lifestyle luxury and cultural connoisseurship, while always maintaining professionalism.
- Manage and resolve any issues that arise during shifts, from guest complaints to operational challenges, swiftly and effectively.
- Support the Front Office Manager in staff training, ensuring team members are aligned with Mondrian’s values of bold creativity, fairness, and personalised service.
- Conduct regular property inspections, identifying areas for improvement and ensuring the property remains in immaculate condition.
- Collaborate with all departments to enhance the overall guest journey, including the delivery of personalised and culturally rich experiences.
- Ensure compliance with health and safety regulations, Queensland Innkeepers Act, and internal hotel policies.
- Monitor guest feedback and reviews, taking action to continuously improve service delivery and guest satisfaction.
- Manage Property Management System, including monitoring and closing open folios and PM account. Ensuring that all charges are accurate, correctly posted and resolved in a timely manner, in line with Mondrian Gold Coast financial standards.