Duty Manager - Front Office

  • Sydney, NS
  • Permanent
  • Full-time
  • 2 months ago
Description:Be Part of Something New and Meaningful!At Caption by Hyatt Central Sydney, we’re rethinking hospitality—putting community, sustainability, and self-expression at the heart of everything we do. Designed to be of the community, not just in it, Caption by Hyatt Central Sydney will be the first of its kind in Australia, offering a vibrant, people-first experience that’s as much about connection as it is about comfort.We’re looking for a Duty Manager to join our Front Office pre-opening team—someone who brings energy, curiosity, and a hands-on approach to creating unforgettable guest moments. This is a full-time role for someone who thrives on collaboration, leads by example, and wants to build something meaningful from the ground up.Care Connects UsAt Hyatt, we care for people so they can be their best. This purpose guides everything we do—from how we connect with guests to how we work together as a team. It’s what drives our culture of care, creativity, and belonging.Join a team that is making travel more human, connected, and sustainable. Here, everyone’s role matters, and your individuality is celebrated.About Caption by Hyatt Central SydneyCaption by Hyatt Central Sydney is not some basic hotel. Designed to be truly of the community—not just in it—the people make the place here. Our place is yours for the making, where you can do (and be) you.Opening in 2025, Caption by Hyatt Central Sydney will feature 174 colourful, fun & eco-friendly guest rooms along with Talk Shop, our all-day lounge and eatery. Expect authentic experiences in an environment where everyone feels at home.Be part of a first-of-its-kind hotel – This is Hyatt’s first Caption hotel in Australia, and as part of the pre-opening team, you’ll gain valuable experience shaping a new brand from the ground up.Create the guest journey – From setting up kiosk check-in to designing lobby flow and pre-arrival experiences, you’ll build the guest service framework that defines our hotel.Lead from the lobby, not behind a desk – Be a walking expression of the brand—connecting with guests, supporting the team, and keeping energy alive across the lobby and beyond.Grow your career with Hyatt – As part of a global hospitality leader, you’ll have access to world-class learning, development pathways, and career opportunities—both here in Australia and around the world.About the RoleAs one of our Duty Managers you will assist the Front Office Manager and lead the Front Office operations from pre-opening setup through to the daily delivery of a seamless, guest- led experience. This is more than a traditional hotel front desk role—you’ll build a team that’s mobile, empowered, and confident in delivering a host-supported, tech-enabled experience.In the pre-opening and launch phase, you’ll help shape operational standards, drive effective rostering, support cost control and contribute to a vibrant workplace culture that aligns with Hyatt’s purpose of care and the strategic vision for Caption by Hyatt.Once the property is up and running, you will be a visible leader on shift. This will encompass creating an atmosphere that is both supportive and empowering to your team of Hosts and a welcoming space to connect with our guests. On top of the continued development of your team, you will be responsible for the smooth operation of the shift which will include guest issue resolution and overseeing safety protocols where needed.Some Key ResponsibilitiesBeing an active leader in the lobby and all managing aspects of Front Office operations including kiosk check-in/out, guest services, lobby flow, guest engagement and luggage support, with shared oversight of Grab & Go.Assist the Front Office Manager with pre-opening setup including SOPs, systems, guest arrival flows, and checklists that reflect Caption’s flexible, guest-led approach.Collaborate with Food & Beverage to integrate Talk Shop and Grab & Go into the guest journey, creating a cohesive cross-departmental experience.Deliver hands-on onboarding and training for a multi-skilled, people-first team covering PMS and kiosk tech, brand culture, local knowledge, and service recovery.Lead role-play scenarios and mock check-ins to test readiness, identify gaps, and refine team performance prior to opening.Champion a guest-led, host-supported service style, ensuring personalised, unscripted service that feels connected to Haymarket’s local community.Encourage a culture of spontaneity and delight; recognising loyalty and returning guests in thoughtful, localised ways.Coordinate with Housekeeping, F&B, Engineering, and Marketing to deliver a consistent guest experience.Monitor arrivals, departures, and VIPs—using profiles and preferences to personalise service and drive guest satisfaction.Support the Front Office Manager in upholding all WHS, safety, hygiene, and emergency protocols.Proactively resolve guest issues and champion a culture of service recovery, care, and improvement.Promote a safety-first culture and maintain accurate records for all incidents or near misses.Lead by example in supporting a balanced, wellbeing-focused workplace for yourself and your team.Be available on a rotating roster including weekends, nights, and public holidays— covering Duty or Night Manager shifts in a 24/7 operation.Be open to supporting other departmentsSupport wider hotel operations as needed and always represent the brand’s tone of energy, authenticity, and curiosity.We’re looking for someone who:Has a genuine passion for creating positive guest experiences that exceed expectationsBrings proven hotel experience in a Front Office leadership roleLeads confidently and calmly, fostering a positive, inclusive culture where people feel cared for and empoweredIs intuitive and attentive to guest needs, delivering personalised service and local engagementRemains calm and solutions-focused under pressureIs detail-oriented and able to multitaskEmbraces continuous improvement—enhancing self, guest experience, processes, and team engagementBuilds strong cross-department partnerships and seeks to grow by supporting other teams when neededBrings a “say yes where possible” mindset and promotes empowered decision-makingHas full work rights and is available for a 7-day rotating roster, including overnightsWhat’s in it for you:Join a purpose-driven brand redefining hospitality in AustraliaHelp shape guest service standards for a new kind of hotelBe part of a supportive, inclusive team that values creativity, sustainability, and connectionAccess global learning and development through Hyatt’s networkGrow your career with one of the world’s leading hotel groupsReceive a competitive salary and benefits packageEnjoy discounted and complimentary stays at Hyatt properties worldwideGet 10% off private health insuranceBenefit from generous leave and paid time offAccess mental health and wellbeing support through Hyatt’s Employee Assistance ProgramREADY TO JOIN?
If you’re a Front Office leader with a passion for people, service, and community—and excited by the chance to help launch one of Australia’s most dynamic new hotels—we’d love to hear from you. To learn more about the brand, visit: www.hyatt.com/brands/caption-by-hyattWe’re committed to creating a workplace that is inclusive, respectful, and reflective of the diverse communities we serve. Everyone is welcome, and individuality is celebrated.

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