Front Office Duty Manager

Front Office Duty Manager

Emily Taylor and the Warders Hotel

Fremantle

About Us Emily Taylor and the Warders Hotel is part of the W1 Hospitality Group, a diverse and growing hospitality collective situated in Fremantle. Our portfolio includes Garde Hotel and Warders Cottages, Emily Taylor Bar and Kitchen, Anglesea, Garde Spa, and Gimlet Gin Bar. We are founded on robust operational standards, professional leadership, and a dedication to delivering exceptional guest experiences.

About the Role We are seeking an experienced Front Office Duty Manager to assume responsibility for front office operations and assist the Hotel Manager in the daily leadership of the property. This is a senior operational leadership position. Your remit will include ensuring the smooth and efficient functioning of Front Office and Housekeeping coordination, while upholding consistently high guest service standards from arrival through to departure. You will also fulfil a key leadership function in roster planning, team supervision, guest issue resolution, and operational reporting, which encompasses invoicing support and administrative oversight. This role necessitates a confident leader capable of taking charge in a busy hotel environment, making sound operational decisions, and ensuring a team adheres to established standards.

Key Responsibilities

• Lead and manage daily Front Office operations with full accountability.
• Supervise, roster, and coordinate Front Office and Housekeeping teams.
• Support with rostering, invoicing, reporting, and guest feedback management.
• Drive operational standards, ensuring consistency in service delivery.
• Manage escalated guest issues and resolve complaints professionally and decisively.
• Monitor team performance and ensure accountability across shifts.
• Ensure compliance with safety, brand, and operational procedures.
• Maintain accurate reporting, end-of-day processes, and audit functions.
• Lead by example in guest interactions and front desk presence.
• Maintain strong communication with all departments and senior leadership.

Requirements

• Demonstrated experience managing and leading a team (essential).
• Strong understanding of hotel operations and guest service standards.
• Proven ability to manage high-pressure operational environments.
• Experience handling escalated guest issues and service recovery.
• High level of professionalism, presentation, and communication skills.
• Strong capability with hotel systems (e.g. Mews or similar).
• Competent with Microsoft Office (Word, Outlook, Excel).
• Availability for rotating shift work including weekends, public holidays, Christmas & New Year period.
• Strong attention to detail and high operational discipline.

About You You are a confident hospitality leader who thrives in a fast-paced environment, takes ownership of outcomes, and holds yourself and your team to high standards. You are hands-on, calm under pressure, and focused on delivering consistent, high-quality guest experiences.

What We Offer

• Staff discounts across all W1 Hospitality venues.
• Complimentary meals on longer shifts.
• 20% accommodation discount across group hotels.
• Training.

Details

• Work Type: Casual
• Location: Fremantle (Onsite)
• Reporting To: Hotel Manager