Duty Manager

**Duty Manager - Crowne Plaza Melbourne Carlton**

Crowne Plaza Melbourne Carlton is a vibrant cosmopolitan hotel with everything you need to create your
perfect urban getaway. Conveniently located close to world class Universities in the heart of Melbourne’s
Innovation District. The hotel is ideally located overlooking the beautiful Lincoln Square letting you experience
the very best of the local community and beyond, whether visiting for business, leisure, a meaningful
gathering, or a blend of all.

Set to be a highly sought after destination for business and leisure travelers alike, the hotel is also home to
a stunning new restaurant aiming to be Carltons culinary destination for those seeking a unique and
exceptional dining experience.

Crowne Plaza Melbourne Carlton is the perfect hub for corporate and social events. Our flexible conference
spaces and function rooms are fully equipped with state-of-the-art audio-visual technology, while our
private dinning room offers an exclusive and intimate experience.

As Duty Manager, you will report to the Front Office Manager, and play a crucial role in the pre-opening journey
of the hotel, setting up operational foundations, ways of working and positive culture. Once
operating, this position is responsible for supervising the various hotel departments, delivering exceptional
guest service and ensuring the safety and security of the property. The Duty Manager serves as the point of
contact in events of emergency, resolving guest issues, and managing staff to guarantee a seamless and
exceptional guest experience.

**A little taste of your day-to-day**

Every day is different but you'll mostly be:

- Part of the pre-opening team of the hotel upon commencement, supporting the Front Office Manager in
setting up the department for operations excellence by assisting with recruitment, establishing SOPs,
delivering training and promoting a collaborative workplace culture. You will also be assisting with
getting the hotel ready to welcome guests, from guest rooms, public areas, to technology.
- Once the hotel has opened, manage daily Front Office operations and interdepartmental coordination
to ensure a seamless guest experience from pre arrival to post departure handling guest requests,
feedback and complaints in a professional and timely manner.
- Champion the delivery of the IHG One Rewards program to achieve and exceed performance metrics,
promote Loyalty Culture across the hotel.
- Manage Front Office staffing, including rosters, training and development, conducting performance
conversations, assisting with recruitment and operational projects as assigned by Front
Office Manager.
- Serve as the primary contact during emergencies, coordinating with authorities and Hotel Leaders to
ensure adherence to security protocols and safety of guests and staff.
- Be responsible for financial security of the hotel by controlling expenses, payroll, optimizing revenue,
cash and billing transaction Monitor and report potential revenue risk to Front Office Manager.
- Oversee hotel’s operations across department s and hotel security ensure compliance with policy,
procedures and safety standards. Overnight shift coverage maybe required based on business demand.

**What we need from you**
- Minimum Diploma or equivalent.
- 2 years’ front desk guest service leader experience; previous experience in hotel opening or
conversion is highly regarded.
- Basic mathematics and computer/Microsoft Office skills.
- Fluent in English, both spoken and written. Additional languages well regarded.
- Excellent communication, problem solving, and interpersonal skills.
- Physically suitable for standing in the front desk areas over the length of shifts, and occasional lifting
of heavy items.
- Experience working with Hotel PMS, such as, but not limited to, Opera PMS, Opera Cloud, RMS,
Hotel Key etc.
- Ability to work flexible hours, including evenings, overnight, weekends and public holidays.
- Legal right to work in Australia without restrictions.

**What you can expect from us**

We give our people everything they need to succeed. From a competitive salary that rewards all your hard
work to a wide range of benefits designed to help you live your best work life including impressive
accommodation discounts and some of the best training in the business

Our mission is to welcome everyone and create inclusive tams where we celebrate difference and
encourage colleagues to bring their whole selves to work. IHG Hotels Resorts provide equal
employment opportunities to applicants and employees without regard to race, colour, religion, sex,
sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a
culture of trust, support, and acceptance Always welcoming different backgrounds, experiences, and
perspectives.

At IHG, as one of the world’s leading hotel groups we’ve made a promise that we’re here to deliver True
Hospitality for Good Making our guests and colleague