Front Office Duty Manager

About the Role As an energizing and confident Duty Manager, you will join our creative and diverse Front Office Team, connecting with people and making things happen at Hyatt Regency Brisbane. This varied and dynamic role provides a chance to develop your professional hospitality career within an international company. Responsibilities Manage, train, support and communicate with the hotel team in delivering excellent customer service and adhering to hotel policies & procedures. Observe service behaviours of team members and provide feedback to individuals and/or supervisors, continuously striving to improve service performance. Support the team with change and communicate new policies throughout the hotel. Demonstrate and communicate drivers of guest satisfaction; ensure core elements of the service strategy are in place to produce the desired results. Handle guest complaints professionally, ensuring the matter is resolved and reported. Follow up with guest complaints to maximize satisfaction and improve services and operations of the hotel, to reduce future occurrences. Manage and distribute the daily duty log and guest incidents. Ensure hotel credit and cashiering policies and procedures are adhered to for all in‑house guests and monitored daily. 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 the Liquor Act. Be familiar with property safety, first aid and fire and emergency procedures, as Chief Warden. Ensure the property is safe & secure for guests and team members and execute hotel emergency procedures, as per compliance. Qualifications 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. Excellent communication skills with the ability to relate to guests and team. Previous experience with Opera Cloud is advantageous. A Diploma or Degree in Business or Hospitality Management preferred. Experience of 1‑3 years preferred. Hold a valid open driver’s license. Unrestricted working rights in Australia. Flexible availability to work mornings, evenings, overnight, weekends and public holidays. Benefits Complimentary accommodation at Hyatt properties worldwide. Discounted accommodation for associates as well as friends and family. Complimentary Headspace membership for Hyatt associates. Complimentary Employee Assistance Program. Access to hotel gym facilities. Uniform dry‑cleaning service. Location Hyatt Regency Brisbane, Queensland, Australia #J-18808-Ljbffr Hyatt Hotels Corporation