Assistant Manager

Sofitel; Queenstown; On-site; NZD 39,000 - 52,000; Full time

Benefits offered by this job

Daily staff meals

Uniform & laundry allowance

F&B credit for stays

Accor leadership training programs

Discounted hotel stays worldwide

Career progression within Accor

Referral incentive

Well-being supports (EAP)

Job summary

Sofitel Queenstown is seeking a Team Leader to guide Front Office, Portering and Night Audit operations while maintaining luxury service standards. You will supervise arrivals, coach staff, and ensure accurate reporting and guest-focused procedures across shifts.

The role emphasizes leadership, training, and a proactive approach to delivering personalised experiences at a renowned luxury property in Queenstown.

Qualifications

• At least 6 months experience at a 5-star luxury property with >80 rooms.
• Proficiency in Opera is required.
• Passion for high-end hospitality with attention to detail.
• Ability to lead, develop and mentor Front Office team.
• Strong communication and guest service focus.

Responsibilities

• Assist in managing Front Office operations including Front Office, Portering and Night Audit.
• Oversee guest arrivals/departures and ensure check-in/out procedures are customer-focused.
• Train, coach and support Front Office team; conduct inductions and skills training.
• Utilise Front Office system; generate accurate reports for operational needs.
• Maintain communication of policies, rates and hotel information to guests and team.
• Lead cash handling, accounting and privacy procedures; ensure security of keys.

Skills

Front Office leadership

Guest service mindset

Training & coaching

Communication skills

Attention to detail

Education

LCQ

General Manager's Certificate

First Aid Certificate

Driver's License

Tools

Opera

Job description

Help shape what's next in our hotel

Company Description

Lead the moment at Sofitel Queenstown.

With an exciting refurbishment coming in early 2027, this is your chance to join us as the calm, confident leader on the floor and help shape the next chapter of Queenstown's favourite luxury hotel.

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 Luxury 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.

Sponsorship opportunity for the right candidate.

Guaranteed minimum hours 30/week. Hourly wage paid weekly starting from $32.34/hour