Duty Manager

At Crystalbrook Collection, we do things differently. Driven by our mission to harness the spirit of wonder, we embrace responsible luxury with positivity, creativity, and fun, delivering locally unique hospitality experiences for our community. We're not just another hotel group — we're a bold, sustainably minded collection that puts people and place at the heart of everything we do. Guided by our values — We are Customer Obsessed, We are Collaborators, and We are Courageous — we’re passionate about creating extraordinary guest experiences and shaping a new era of hospitality.

Crystalbrook Flynn is a social butterfly - the natural life of the party. Located in the heart of the Cairns CBD and just steps from the esplanade, it is at the centre of the action. Crystalbrook Flynn features 311 stylish rooms and suites and three of the hottest restaurants and bars in town! Add to this two glass swimming pools, conference and event spaces, Eleme Day Spa and a 24-hour fitness centre, it is an inspiring and invigorating Hotel full of energy and innovation. 

Role Purpose:

Reporting to the Front Office Manager, our Duty Manager will play a pivotal role in delivering a vibrant, guest-obsessed arrival and stay experience at Crystalbrook Flynn. This position leads the daily operation with confidence and credibility, ensuring elevated service excellence, smooth problem resolution and an atmosphere that reflects Flynn’s energetic personality.

Through collaboration, coaching and hands-on leadership, you will support team capability, deliver brand standards and contribute to the hotel’s commercial success while creating memorable moments for every guest, all while working within an inspiring and ambitious team.

Responsibilities:

• Lead daily Front Office operations, ensuring a seamless, polished and energetic guest experience that reflects Flynn’s personality and service standards
• Confidently managing guest issues, room allocation, VIP arrivals and operational decisions to enhance guest satisfaction and commercial outcomes
• Support, coach and motivate the Front Office team, fostering a culture of customer obsession, collaboration and continuous improvement
• Ensure accurate financial processes including billing integrity and night audit support where required
• Partner closely with operational departments including Housekeeping, Food and Beverage and Maintenance to maintain smooth hotel flow, safety and readiness across all touchpoints
• Uphold compliance with health, safety, security and company policies, proactively identifying risks and ensuring a safe environment for guests and employees
• Champion brand standards and service standards, contributing ideas that elevate the guest journey and enhance operational efficiency

Skills and experience:

To be successful in this position, we are seeking individuals who naturally demonstrate:

• A genuine ambition to collaborate across the hotel, paired with strong leadership acumen and experience elevating service standards
• Recent and demonstrable Front Office management experience within high-end or luxury hotel environments
• Strong IT capability, preferably with hands-on experience using Opera Cloud
• Long-term and unrestricted working rights in Australia
• An exceptional standard of customer service, with a passion for crafting memorable guest experiences
• Tertiary qualifications in Hospitality and/or Hotel Management (highly regarded)
• Natural energy, ambition and a drive for excellence in every aspect of the role
• A people-centric, collaborative approach, underpinned by creativity, respect and the ability to build and maintain effective relationships across teams

Please note that we are seeking candidates who are eligible to work in Australia, unfortunately, we will not be providing sponsorship at this time. Applicants on short term visas will be required to give a 12-month minimum commitment.  

Why Us:

You will work alongside exceptional people in a supportive, collaborative and agile environment. We are proud to offer a range of industry-leading benefits that support your lifestyle, career and wellbeing including:

• 50% F&B discount across all Crystalbrook Collection restaurants and bars
• $99 room rates and a generous friends and family discount
• Enhanced parental Leave and lifestyle benefits
• A commitment to a green future through enhanced sustainability 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 diversity
• Limitless career opportunities in a fast growing, dynamic environment 
• Regular service recognition and team engagement events 

We value diversity and inclusion, welcoming people of all backgrounds. If you need adjustments during the recruitment process, let us know so we can support you to perform at your best.

As part of our recruitment and compliance process, we may request eligibility documents, police checks and employment references. 

Crystalbrook Collection is an award-winning hotel development and management company, proudly showcasing Australia’s newest portfolio of distinctive upscale hotels, restaurants and bars where differences are applauded. In just seven years, we own and manage luxury hotel assets worth over AU$1 billion across NSW and QLD. Our growth trajectory continues with exciting plans for new hotels in Adelaide and Canberra during 2026 and continued ambitions for further expansion both domestically and internationally.