Duty Manager

Discover a story woven through time at The Porter House Hotel Sydney – MGallery, where heritage craftsmanship meets contemporary luxury. Once home to 19th-century tobacco and leather merchants, this reimagined landmark celebrates its rich past with bespoke design and thoughtful details. Nestled in Sydney’s bustling CBD, just moments from Hyde Park and Pitt Street Mall, our hotel is a sanctuary for modern travellers seeking history, style, and an experience to remember.

The Porter House Hotel MGallery Sydney is a boutique 122 room hotel in the centre of the city. Ideally located on Castlereagh Street with good access to Gadigal Metro Station, Town Hall and Museum Station.

We have an opportunity for you to join our Front Office team as Duty Manager on a full-time basis. Reporting to our Front Office Manager, the Duty Manager will manage the Front Office operations across reception, guest relations, and reservations during your shift, while creating memorable moments for the guests visiting the Hotel.

In this role you will:

• Ensuring the smooth day-to-day running of the hotel, maintaining our reputation as a market leader in individualised customer focused service in the hotel locality.
• Ensure the hotel meets or exceeds its key performance indicators (KPIs) related to RPS, NPS, Loyalty, and room upselling.
• Ensure the operation of an effective night audit function in conjunction with the Financial Controller to ensure accuracy of this daily function whilst maintaining customer focus.
• Monitor all Very Important People (VIP’s), special guests and their requests to and their needs are met and loyalty is maintained.

Hotel Front Office Experience: Proven prior experience in a Front Office leadership capacity.

Strong Leadership and Communication Skills: Effective leadership abilities, collaborative teamwork, and excellent communication skills in English, with additional languages being a benefit.

Problem-Solving Skills: Ability to think critically and find solutions with a guest-focused approach, creating memorable experiences for our guests. 

Local Knowledge: Strong understanding of Brisbane, particularly South Brisbane, and ability to recommend attractions and activities.

Flexible Availability: You will be required to work a range of shifts including mornings, nights, weekends, and public holidays when required. 

Provide quality service to the guests by responding to their requests promptly, efficiently and courteously during check in and check out and throughout their stay.

Maintain control of guest and hotel account ensuring that all charges are accurate and posted on a timely basis

Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required

Operate telephone effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.

Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.

Complete the daily shift check list, referring to any items that require follow up to the duty manager.

Transfer all details on the registration card to the guest reservation in Opera accurately and efficiently, ensuring that future stays are updated with relevant needs and requests.