About us

Don’t just function, flourish. With EVT Connect Hospitality. The EVT Connect Hospitality team can be relied on for best-in-class insights into how to drive performance for the brand; from local talent development and operations, to driving market leading revenue strategies for third-party loyalty programs, distribution and brand standards.

Hotel Indigo Sydney Potts Point is a vibrant, boutique IHG hotel located in one of Sydney’s most iconic neighborhoods. We deliver exceptional guest experiences inspired by the local culture, design, and lifestyle.

We are seeking a Front Office Duty Manager to oversee daily front desk operations, lead the team, and ensure the delivery of superior guest service while maintaining compliance with brand and legal standards.

Position Overview

As a Duty Manager, you will manage front office operations, support team development, drive operational excellence, and ensure guests receive a seamless and memorable stay. This role requires flexibility across all shifts, including nights, weekends, and public holidays.

Key Responsibilities

Financial Returns:

• Monitor and perform basic banking and cash handling tasks.
• Process guest payments, including room charges, credit, debit, and cash, in accordance with established procedures.
• Ensure adherence to procedures for hotel accounting, credit control, and financial security.
• Follow up on credit checks and liaise with the Front Office Manager as required.
• Accurately process cash and credit card transactions, post charges, prepare deposits, and complete financial reports.

People Management:

• Lead, coach, and mentor front office team members to enhance performance and engagement.
• Ensure team compliance with brand standards for presentation, grooming, and punctuality.
• Conduct performance reviews and support employee development plans.
• Train employees on brand standards, service behaviors, and regulatory requirements.
• Promote teamwork, effective communication, and collaboration across departments.
• Attend and deliver training sessions, ensuring pre- and post-course requirements are completed.
• Ensure detailed and consistent shift handovers between outgoing and incoming teams.

Guest Experience:

• Deliver prompt, professional, and personalised guest service at all times.
• Greet and interact with guests, responding to enquiries, feedback, and complaints in a timely manner.
• Escalate complex issues to the Front Office Manager as required.
• Maintain accurate hotel logs and communicate key guest information internally.
• Drive recognition and engagement with rewards members and VIP guests.
• Ensure reservation requests and inventory are correctly managed in the PMS.
• Maintain a strong focus on guest satisfaction metrics and continuous improvement.

Responsible Business Practices:

• Maintain exemplary department standards of behavior, appearance, and attitude.
• Conduct regular inspections of front and back of house areas to meet cleanliness and brand standards.
• Ensure compliance with Brand Safety Standards and occupational health and safety regulations.
• Appoint and support fire and emergency wardens and champion hazard identification and mitigation.
• Adhere strictly to company policies on privacy, data protection, and ethical business conduct.
• Perform other reasonable duties as assigned.

In Return We Offer:

• Career development and growth within a national hotel network.
• Supportive team culture with ongoing training opportunities.
• Employee benefits including team member accommodation and F&B discounts.
• Employee Assistance Program (EAP) for wellbeing support.

What We’re Looking For:

• Previous experience in a Duty Manager, Front Office Manager, or Supervisor role.
• Strong knowledge of front office operations, guest service, and PMS systems (Opera preferred).
• Excellent leadership, coaching, and people management skills.
• Strong financial acumen with attention to detail.
• Confident communicator with a professional, approachable demeanor.
• Flexibility to work across various shifts, including nights, weekends, and public holidays.
• Full working rights in Australia.