Duty Manager

Summary

**About Hyatt Regency Brisbane**

Hyatt Regency hotels and resorts are designed around the power of meaningful connections. The Hyatt Regency brand offers a one-stop experience that puts everything guests need, right at their fingertips, and provides space to work, engage and relax.

Located on Queen Street Mall, five-star Hyatt Regency Brisbane is a premium retreat in the heart of Brisbane’s Central Business District and premium shopping mall. The hotel features 292 well-appointed guestrooms with modern décor, two food and beverage experiences; Lennons Restaurant and Bar and Hibiscus Room, along with 100sqm of flexible meeting space at Executive Studios on lobby level and newly designed event venue within Hibiscus Room is an impressive 300sqm of unique space with natural light from the break out terrace. Other facilities include 24-hour fitness centre and the iconic outdoor 20-metre infinity pool ideal for unwinding after a day’s work, shopping or exploring Brisbane.

We are currently recruiting for a **Duty Manager **to join our Front Office team.

**About the Role**

As an energizing and confident Front Office Duty Manager, you will join our creative and diverse Front Office Team, connecting with people and making things happen at Hyatt Regency Brisbane. A good understanding of multi-tasking and caring for our guests will ensure your day is full of exciting challenges and is never dull.

This varied and dynamic role provides a chance to develop your professional hospitality career within an international company.

**Some of the responsibilities include**:

- Manage, train, support and communicate with the hotel team in delivering excellent customer service and adhering to hotel polices & procedures.
- Observes service behaviors of team members and provides feedback to individuals and/or supervisors. Continuously strives to improve service performance.
- Support the team with change and communicate new policies throughout the hotel.
- Demonstrates and communicates drivers of guest satisfaction; ensures core elements of the service strategy are in place to produce the desired results.
- Handles guest complaints with patience and in the most professional manner, ensuring the matter is resolved and reported. Follows up with guest complaints to maximize satisfaction and improve services and operations of hotel to reduce future occurrences.
- Manage the distribution of daily duty log and guest incidents.
- Ensures hotel credit and cashiering policies and procedures are adhered to for all in house guests and monitored daily.
- Comply with cashiering policy and procedure standards. Responsible for the cashiering accuracy and training of team members liaising with Finance to ensure standards are adhered to and controls maintained as per audit requirements.
- Managing the Hotel’s responsibility in relation to Liquor Act.
- Be familiar with property safety, first aid and fire and emergency procedures, as Chief Warden. Ensures property is safe & secure facility for guests and team members and ensures execution of hotel emergency procedures.

**Job Qualifications**:

- Previous front desk experience in a hotel property of similar size and quality. Supervisory experience required
- Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
- Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
- Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
- Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
- Previous experience with Opera is advantageous
- Unrestricted working rights in Australia
- Flexible availability to work mornings, evenings, overnight, weekends and public holidays.

A career with Hyatt opens a world of opportunities. We have continually been named one of the World’s Best Multinational Workplaces.

Our values of Empathy, Creativity, Fun, Humility, Integrity and Respect are at the core of what we do. Our family atmosphere is what keeps our associates highly engaged. To get a peek into how our colleagues experience the brand, check out #InAHyattWorld or #WorldofHyatt