Senior Duty Manager

Who are we?

At Accor our goal is that every person feels welcome and feels valued. We ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things! The world is more welcoming when we’re connected heart to heart. How do we do it? We care, we dare, we place people at the heart of everything we do. 

What do we do?

Qantas Lounges and Sofitel Hotels & Resorts, the Luxury International brand for Accor Hotels, offers Lounge guests a new attitude for cosmopolitan business and leisure travelers visiting the Qantas Domestic Lounges. The team consists of over 150 employees working in across three lounges. Our busy Lounge operation caters for Qantas's most valuable passengers every week. 

In this role, you will be responsible for providing exceptional customer service to lounge patrons and maintaining a safe and pleasant environment. You will be providing management and leadership support to your lounge manager. 

• Lead by example to provide efficient, friendly & professional food & beverage service to all guests
• Responsible for managing the front of house operations to ensure we are providing the high quality service to our customers.
• Supervision and support of all lounge areas as required
• Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel
• Handle different guest challenges and situations and be part of the first response emergency team.
• Completion of the Daily Running sheet with full communication across all areas of the lounge including Qantas staff
• Reporting of sickness, absence, punctuality, etc. issues to the Lounge and T&C Manager
• Achieve budgets, customer satisfaction targets and other business metrics. 
• Receive and deal with verbal complaints; forward to the Lounge manager when necessary.
• Communicate directly with your front of house team, kitchen team and higher management to provide them with all relevant/ needed information.
• Assist with implement training programs for all employees, conduct induction and skills training
• Maintain and improve quality service in our lounges.  
• Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations, in accordance with the Lounges and Qantas Food Safety Plan. 
• Make sure that an ACCOR and Brand policies are respected
• Excellent knowledge of the software operation and usage..
• Check discrepancy report and action accordingly.
• Train junior team member and co-ordinate the monthly on the job training for the whole department
• Log and inform your Manager of any system problems & workplace injuries.
• Assisting with protecting and maintaining control of the lounge and bar areas.

• Bachelors or tertiary education in business or hospitality management
• A passion for people and creating the next generation of hospitality leaders.
• Previous experience managing a team of 20 team member or more 
• Ability to support and guide team members to reach operational expectations
• Prior experience working with Ento, Interlex or a related system
• Preferred previous experience in a similar role 
• Strong interpersonal and problem solving abilities
• Fluency in English; additional languages are a plus
• Good interpersonal skills and self-confident
• Good sales skills
• Dynamic
• Good presentation
• A thorough and organised approach

All applicants must have full working rights within Australia. 

• Employee Benefits for your hard work! 

• Work with two iconic businesses and experience the buzz of the airport and the Lounges.
• Excellent working conditions & fantastic career opportunities 
• Hotel discounts worldwide and exclusive travel benefits 
• Access to staff duty-free store 

You will be engaged to work under the Hospitality Industry (General) Award [MA000009] 

Note: Successful applicants will be required to undergo a Federal Police check at their own cost (Will be reimbursed once approved) in order to gain ASIC certification

If you would like to be a part of our team, please apply now.