Duty Manager (Operations)

JOB SUMMARY

Courtyard by Marriott Murdoch is seeking an experienced and energetic Operations Duty Manager to join our leadership team.

This is a hands-on operational leadership role responsible for ensuring the seamless day-to-day operation of the hotel across Front Office and Food & Beverage. As the property's Manager on Duty, you will lead from the front, deliver exceptional guest experiences, support team development, and drive operational excellence across the hotel.

If you thrive in a fast-paced hospitality environment, enjoy leading diverse teams, and are passionate about creating memorable guest experiences, we'd love to hear from you.

About the Role

As the Operations Duty Manager, you will act as the hotel's Manager on Duty and Guest Relations Manager, overseeing daily operations while ensuring the highest standards of service, safety, compliance, and team performance.

You will be responsible for managing guest relations, resolving operational challenges, supporting financial outcomes, and leading teams to deliver an exceptional experience from arrival through to departure.

Key Responsibilities Operational Leadership

• Oversee daily Front Office and Food & Beverage operations
• Ensure smooth hotel operations and exceptional guest service delivery
• Coordinate functions and events in line with Banquet Event Orders (BEOs)
• Complete Duty Manager operational checklists and daily reporting
• Conduct daily property, room, and security inspections
• Communicate operational updates and support cross-department collaboration
• Drive continuous improvement initiatives across the property

Guest Experience

• Act as the primary escalation point for guest concerns and service recovery
• Lead guest satisfaction initiatives and monitor guest feedback
• Conduct guest interactions, VIP engagement, and table touches
• Respond promptly to guest requests, complaints, and operational issues
• Maintain Marriott service standards and brand expectations

Team Leadership & Development

• Lead, coach, and develop Front Office and Food & Beverage associates
• Conduct daily briefings and motivate teams to achieve service excellence
• Support recruitment, onboarding, training, and cross-training initiatives
• Prepare rosters and manage workforce scheduling
• Ensure compliance with company policies and workplace legislation
• Foster a positive, inclusive, and high-performing culture

What We're Looking For Essential Experience

• Previous experience in a Duty Manager, Operations Manager, Assistant Manager, or Hotel Leadership role
• Strong operational experience across both Front Office and Food & Beverage
• Experience leading teams in a hotel, resort, or premium hospitality environment
• Proven ability to manage guest issues and deliver exceptional service recovery
• Strong understanding of hospitality compliance, food safety, and WHS requirements

Skills & Attributes

• Outstanding leadership and people management skills
• Excellent communication and interpersonal abilities
• Strong problem-solving and decision-making capability
• Ability to remain calm and effective under pressure
• Highly organised with excellent multitasking skills
• Commercial mindset with a focus on service and profitability
• Flexible and willing to work a rotating roster, including evenings, weekends, and public holidays

Desirable Qualifications & Systems Experience

• Experience with Opera PMS (Micros Opera)
• Experience with Shiji, IRIS POS, or similar hospitality systems
• Responsible Service of Alcohol (RSA)
• Approved Manager Certification (or ability to obtain)
• First Aid Certificate
• Barista and beverage service experience

Why Join Us?

• Be part of a globally recognised Marriott International brand
• Career development and advancement opportunities within Marriott
• Associate discounts on accommodation worldwide
• Supportive and collaborative leadership team
• Opportunity to make a real impact on guest satisfaction and operational success
• Dynamic, fast-paced hospitality environment where no two days are the same

If you're a passionate hospitality professional who enjoys leading teams, solving challenges, and delivering exceptional guest experiences, we'd love to hear from you.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.