Duty Manager
- Lead Front Office operations and ensure high service standards.
- Coach and support Guest Service Agents to enhance their performance.
- Manage guest feedback and resolve issues with professionalism.
Crystalbrook Riley is a five-star luxury hotel in Cairns, where contemporary elegance meets a relaxed, tropical spirit.
Always living in the moment, Crystalbrook Riley brings together striking design, thoughtful luxury and a strong connection to place. With an environmentally conscious approach, a celebration of the contemporary and a passion for elevated guest experiences, Crystalbrook Riley offers sophisticated accommodation, vibrant dining, distinctive events and memorable moments shaped by the energy, colour and spirit of Cairns.
Bold, stylish and effortlessly welcoming, Crystalbrook Riley is more than a hotel. It is a place to connect, celebrate and experience luxury with personality.
The Opportunity:
We are seeking a confident and capable Duty Manager to join our Front Office leadership team in this permanent, full-time position.
Reporting to the Front Office Manager, you will lead Front Office operations throughout your shift, setting the tone for warm, attentive service from arrival through to departure. Whether guiding the team through a busy check-in period or responding to an unexpected challenge, you will bring sound judgement, clear direction and a calm, assured presence.
Leading from the floor, you will coach and support our Guest Service Agents, building their confidence and maintaining high service standards. Working closely with teams across the hotel, you will anticipate guest needs, manage requests and resolve concerns with care and discretion. You will balance the demands of the operation with thoughtful attention to each guest, helping make their stay feel personal and effortless.
The Talent:
You are a natural leader who brings warmth, composure and confidence to the Front Office. You lead by example, stay close to the operation and take pride in helping your team deliver thoughtful, personalised service.
Calm under pressure and confident in your judgement, you communicate clearly, support your team and resolve guest concerns with care, keeping service running smoothly even during busy periods.
You are seeking a long-term opportunity where you can build strong relationships, contribute to a thriving Front Office team and continue to grow as a leader.
You will bring:
- Previous Duty Manager, Front Office Supervisor or hotel leadership experience
- A genuine passion for delivering thoughtful, personalised guest experiences
- Strong leadership capability, with the ability to motivate, coach and support team members
- Confidence managing guest feedback and resolving issues with professionalism and care
- Excellent communication and interpersonal skills
- Strong organisational skills and the ability to balance multiple priorities
- A proactive and adaptable approach, with sound judgement and problem-solving capability
- Experience working with hotel systems and property management platforms
- Availability to work across a rotating roster, including evenings, weekends and public holidays
Experience within a luxury hotel environment will be highly regarded.
Why Us:
You will work alongside exceptional people in a supportive, collaborative and agile environment, where you are encouraged to grow, contribute and create memorable experiences.
We are proud to offer a range of industry-leading benefits designed to support your lifestyle, career and wellbeing, including:
- 50% Food & Beverage discount across all Crystalbrook restaurants and bars
- $99 room rates and a generous friends and family accommodation discount
- Enhanced parental leave and lifestyle benefits
- A commitment to a greener future through responsible and sustainable practices
- Access to our internal mobility program and team reward schemes
- Online learning and training with tailored career development pathways
- A culture of collaboration, elevating experiences and celebrating diversity
- Limitless career opportunities in a fast growing, dynamic and progressive environment
- Regular service recognition and team engagement events
Crystalbrook Collection is an award-winning hotel development and management company, home to one of Australia’s newest portfolios of distinctive upscale hotels, restaurants and bars.
In just eight years, we have grown to own and manage more than AU$1 billion in luxury hotel assets across New South Wales and Queensland, with exciting new hotels planned for Adelaide and Canberra in 2026 and 2027. With continued ambition for growth across Australia and internationally, Crystalbrook Collection is proudly shaping a bold and distinctive future in hospitality.
We’re proud to foster a workplace that supports equality, inclusion and accessibility. We welcome applications from all genders, ages, backgrounds, cultures and religions.
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