Duty Manager - Front Office and Hotel Operations

Job description

Company Description

At Pullman, we celebrate the transformative power of progress — thriving on the art of seeing the familiar in new ways. Here, diverse perspectives collide to spark creativity, and fresh possibilities unfold.

Perfectly positioned on the edge of Fitzroy Gardens and just moments from the MCG, Pullman Melbourne on the Park stands as one of the city’s most iconic hotels, renowned for its legacy of delivering first-class experiences to business travellers, curious explorers, and passionate sports fans alike.

Job Description

As Duty Manager, you are the on-the-ground leader who keeps Front Office and hotel operations flowing, removing stress for guests and Heartists® so they can focus on creating moments that matter. Working closely with the Front Office Manager, you step in where needed, provide calm and solutions-focused support, and champion progressive new ideas that elevate the guest experience.

You are visible and approachable in the lobby, proactive in resolving issues before they escalate, and confident managing busy periods, events and complex guest situations with warmth and professionalism.

Key Responsibilities

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Oversee Front Office and overall hotel operations during your shift, ensuring smooth, efficient and guest-focused service at all times.​

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Act as the primary point of escalation for guest concerns, conflicts, emergencies and incident response, maintaining a calm and reassuring presence.​

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Train, coach and assess Heartists® to meet brand standards, behaviours and service culture, providing real-time feedback and mentoring on shift.​

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Liaise closely with Housekeeping, Food & Beverage, Engineering and other departments to anticipate and respond to guest needs and operational requirements.​

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Complete daily reporting, handovers and follow-up actions to track department targets, service recovery and operational performance.​

· 
Support the Rooms Division Manager with procedures, compliance, cash handling, PMS accuracy and continuous improvement of Front Office processes.

Qualifications

About You

 

· 
Adaptable, personable and calm leader who thrives in a fast-paced, guest-focused environment.​

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Experienced in Front Office or Duty Management within a 4–5 star hotel, with strong knowledge of hotel operations and escalation protocols.​

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Confident handling guest complaints, emergencies and high-pressure situations, with a solutions-focused and empathetic approach.​

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Passionate about developing Team Members through coaching, on-the-job training and recognition.

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Strong communicator with excellent organisation skills and attention to detail, comfortable using PMS and Microsoft Office systems.​

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Flexible to work a rotating roster including mornings, evenings, overnights, weekends and public holidays as required

Additional Information

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Valuable Savings and Perks : Enjoy discounted car parking right on site, plus exclusive deals on food & beverage—making every day at work rewarding as well as affordable.

· 
Global Accor Privileges : Get access to special Accor family and friends room rates across the globe, along with additional staff discounts at Accor hotels worldwide—perfect for your next getaway or a holiday with loved ones.

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Development and Opportunities:  At Accor, your growth is our priority. Join us for outstanding career development, with world-class training and opportunities to advance across our global network