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Duty Manager

SONG People & Culture
5 days ago
Full-time
On-site
Brisbane, Australia
Management & Sales
Introduction

Who we are 

CLLIX Apartments and Hotels is an Australian hospitality provider that manages over 8,500 self-contained, contemporary apartments across more than 52 properties in Brisbane, the Gold Coast, the Sunshine Coast, Melbourne, and Adelaide, with continued growth planned across Australia and beyond.

Bringing Australian hospitality to the world, CLLIX delivers stylish city and coastal stays through a seamless, tech-enabled experience, all with the CLLIX of a button. We bridge the gap between traditional apartments and hotels, offering the comfort and space of self-contained accommodation combined with professional hotel management and service excellence. Our priority is to ensure every guest, resident, investor, and stakeholder receives a positive and memorable experience.

We are proud to be an Equal Opportunity Employer, welcoming people with disability including mental health conditions, individuals from diverse cultural and linguistic backgrounds, members of the LGBTQIA+ community, veterans, carers, and Indigenous Australians to our team. When you join CLLIX Apartments and Hotels, we value your unique contribution and the perspective you bring to shaping tomorrow’s seamless hospitality experiences.



Description

We are seeking an experienced and customer-focused Duty Manager to join our Front Office team at Brisbane Skytower. 

About the Role 

Reporting to the Front Office Manager, the Duty Manager plays a key leadership role in supporting the smooth daily operation of the Front Office department within a high-volume apartment-hotel and strata building environment. 

This role requires a hands-on leader who can support the team, manage guest and resident enquiries, respond to operational issues, and work closely with Housekeeping, Maintenance, Facilities Management, Security, and other key stakeholders to ensure a professional and consistent service experience. 

The successful candidate will be expected to work a flexible rotating roster, including weekends, public holidays, evening shifts, and occasional overnight shifts where operationally required to support the Night Team. 

Key Responsibilities 

  • Lead, supervise, support, and coach Front Office team members during daily operations  

  • Oversee guest check-in and check-out processes, service recovery, and shift outcomes  

  • Handle guest, resident, owner, and stakeholder enquiries in a calm and professional manner  

  • Manage escalated complaints, incidents, and operational issues with clear communication and follow-up  

  • Support the Front Office Manager with roster planning, workforce coverage, team performance, and daily task allocation  

  • Conduct effective shift briefings and handovers to ensure continuity across AM, PM, and Night shifts  

  • Monitor reservations, arrivals, departures, room allocations, upgrades, and operational readiness  

  • Work closely with Housekeeping and Maintenance to manage room status, defects, out of order rooms, and guest-impacting issues  

  • Liaise with Facilities Management, Security, contractors, and building stakeholders where required  

  • Support the safety, security, and presentation of the property, including common areas and guest-facing facilities  

  • Assist with onboarding, training, coaching, and development of Front Office team members  

  • Promote compliance with company policies, procedures, WHS requirements, privacy obligations, and incident reporting standards  

  • Support revenue and guest experience outcomes through upselling, service consistency, and operational efficiency  

  • Contribute to a positive, professional, and accountable team culture  



Skills And Experiences

About You 

To be successful in this role, you will demonstrate: 

  • Previous experience as a Duty Manager, Front Office Supervisor, Assistant Manager, or similar hospitality leadership role  

  • Experience in hotel, serviced apartment, apartment hotel, or mixed-use strata building operations  

  • Strong leadership skills with the ability to guide, support, and develop team members  

  • Excellent guest service, communication, and conflict resolution skills  

  • Confidence in managing complaints, incidents, and operational escalations  

  • Strong organisational skills and the ability to prioritise in a busy environment  

  • Sound understanding of hotel operations, reservations, room allocations, and daily front office procedures  

  • Ability to work collaboratively with Housekeeping, Maintenance, Security, Facilities Management, and external contractors  

  • Professional presentation and a calm, solutions-focused approach  

  • Ability to work a flexible rotating roster, including weekends, public holidays, evening shifts, and occasional overnight shifts as required  

  • Experience using a property management system is highly regarded  

Desirable Experience 

  • Previous experience in a large apartment hotel or strata-titled accommodation environment  

  • Knowledge of building access systems, incident reporting, contractor escalation, and resident/owner communication  

  • Experience supporting night audit or overnight hotel operations  

  • Familiarity with RMS or similar PMS platforms 

What We Offer 

  • Opportunity to work in one of Brisbane’s landmark high-rise properties  

  • Exposure to both hotel operations and strata building operations  

  • Supportive team environment with hands-on leadership involvement  

  • Opportunity to develop leadership, stakeholder management, and operational decision-making skills  

  • Career development opportunities within a growing accommodation group  

  • A varied role where no two days are the same