Assistant Manager

Sofitel; Queenstown; On-site; NZD 67,000 - 71,000; Full time

Benefits offered by this job

Daily staff meals

Uniform & laundry allowance

F&B credit for personal use

Accor leadership training programmes

Discounted hotel stays and rates

Job summary

Sofitel Queenstown is seeking a Team Leader to manage the Front Office, Portering, and Night Audit functions and to uphold the Sofitel standard of personalised luxury service.

You will supervise arrivals/departures, train the team, and ensure accurate front office reporting. The role includes shift duties, guest interaction, and collaboration with other departments to enhance guest experiences.

Qualifications

• Experience at a 5-star luxury property with 80+ rooms is required.
• Proficiency in Opera hotel system is required.
• Strong leadership and guest service focus is essential.
• Current LCQ and General Manager's Certificate preferred.
• First Aid Certificate preferred.

Responsibilities

• Assist in managing Front Office: Front Office, Portering and Night Audit to deliver personalised luxury service.
• Oversee department operations, ensure efficient check-in/out and guest satisfaction.
• Train, coach and support Front Office team; conduct inductions and skills training.
• Utilise Front Office system to generate accurate reports for operations.
• Ensure cash handling, banking procedures and guest confidentiality are followed.
• Coordinate with other departments and act as Manager on Duty.
• Assist in lobby services, maintenance liaison, and occasional night shift duties.

Skills

Leadership

Team management

Communication

Guest service

Education

LCQ and General Manager's Certificate preferred

Tools

Opera

Driver's License

Job description

Company Description

Belong in a place where you can be yourself and love what you do. Join our hotel community and we will support you to realise your true potential. You will be part of a team where everyone’s contribution is valued. And we will empower you to bring ideas to elevate our services, creating personalised experiences for guests.

Job Description

As a Sofitel Team Leader, you will exhibit leadership through:

• Luxury Attitude
• Passion & Pride for the Brand
• Enables Team Success
• Curates a Culture of Belonging
• Luxury Guest Experience

YOUR PURPOSE

To ensure each and every guest receives a personalised, luxury experience during their time with Sofitel

Position Overview

Assist in the management of the hotel Front Office operation including Front Office, Portering and Night Audit functions. Maintaining Sofitel’s reputation as market leader for individualised luxury guest service.

• Assist in the management of the hotel Front-Office operation to achieve a reputation as a market leader in individualised customer focused service in the hotel locality. Oversee the operations of the department and suggest improvements to service and processes.
• Effectively supervise guest arrivals and departures, ensuring that room allocations and check in/out processes follow set procedures and are customer focused.
• Train, coach and support Front Office team members. Implement training programs and conduct induction and skills training.
• Utilise the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information to guests and to your team.
• Ensure the safety and security of the property and the smooth and efficient running of the Hotel’s operation, be fully conversant in leading all fire and emergency procedures as the Manager on Duty on shift.
• Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.
• Carry out Front Office and hotel reception duties as well as from time to time assisting in the operation of an effective night audit, Housekeeping and Food and Beverage duties as required.
• You will be responsible for the service of alcohol in some shifts.
• Assist in the running of and actively participate in Front Office & Hotel meetings.
• Department planning tasks, including but not limited to, ordering, rostering, team member training and performance reviews
• Determine work requirements and allocating duties to the team.
• Assist in the management of lobby services including car parking and portering, ensuring guest arrivals and departures are as efficient as possible.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Liaise with management to coordinate activities involving other departments.
• Assist in the preparation of Front Office monthly reports, commenting on key performance indicators.
• Ensure public areas are clean and well presented with regular monitoring.
• Effective liaison with the Reservations office to ensure accuracy in room allocation and maximizing of yield.
• Adherence to Emergency Communication procedures
• Any other reasonable request as required by Hotel Management

Qualifications

• At least 6 months previous experience at a 5 star luxury property of more than 80 rooms.
• Proficiency in Opera required
• Passion for high end hospitality with an absolute eye for detail.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Current LCQ and General Managers Certificate preferred
• Current First Aid Certificate preferred
• Full Driver’s License preferred
• Excellent listening and negotiation skills.
• Ability to lead, develop and mentor the Front Office team.
• Recruitment, selection and training of team members.
• Projects professional image at all times through personal presentation/ interpersonal skills.
• Initiates contacts and establishes rapport easily.Organises time and work efficiently.
• Excellent verbal and written communication skills.
• Has the aptitude and willingness to undertake further development with Sofitel.

Benefits

• We offer competitive pay, plus benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy.
• Receive unparalleled training, development and support from Accor leadership training programmes.
• Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network.
• Be part of a well-established hotel with a strong reputation for providing exceptional service.
• Ongoing reward and recognition incentives and awards.
• Opportunities for further development and worldwide career progression within Accor.
• Refer a friend incentive
• Supportive and friendly working environment.
• EAP, well-being and mental health supports available, progressive policies, including 12 weeks paid parental leave, and rainbow inclusive policies and practices.
• Take part in social activities and community involvement initiatives through the year.

Our Commitment To Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Guaranteed hours 40/week, with starting wage of $32.34/hour