Duty Manager

Millennium Hotels and Resorts; Auckland; On-site; NZD 65,000 - 85,000; Full time

Benefits offered by this job

Discounted accommodation

Staff meals on duty

Uniform provided

Discounted staff parking

Career development opportunities

Supportive team environment

Stable full-time employment

Job summary

Grand Millennium Auckland, part of Millennium Hotels and Resorts, is seeking a confident Duty Manager to lead Front Office and guest experiences on a full-time, 40-hour week rotating roster. You will guide a team, manage shifts, and coordinate with departments to deliver outstanding service.

Ideal candidates have hotel Front Office experience, strong customer service, leadership ability, and familiarity with PMS systems like Opera.

Qualifications

• Experience in hotel Front Office operations.
• Strong customer service focus and guest-centric approach.
• Proven ability to lead, support, and motivate a team.
• Excellent communication and relationship-building skills.
• Calm under pressure and decisive in events.
• Familiarity with hotel operations and inter-department collaboration.
• Proactive attitude with strong attention to detail.

Responsibilities

• Lead and support the Front Office team during shifts, ensuring exceptional guest experiences from arrival through to departure.
• Oversee hotel operations during your shift and ensure service standards are consistently maintained.
• Manage guest arrivals, departures, enquiries, and requests professionally and efficiently.
• Handle guest feedback, concerns, and service recovery situations with professionalism and care.
• Coordinate with Housekeeping, Food & Beverage, Reservations, and other hotel departments to ensure seamless operations.
• Support and motivate team members, providing guidance and leadership throughout the shift.
• Manage VIP arrivals and ensure individual guest requirements are recognised and delivered.
• Maintain accurate guest information, reporting, and Property Management System standards.
• Identify opportunities to drive revenue through upselling, room sales, and promotion of hotel products and services.
• Ensure company policies, health and safety requirements, licensing obligations, and operational procedures are followed.
• Respond effectively to operational issues and emergencies as required.
• Champion a culture of service excellence and continuous improvement.

Skills

Front Office operations

Customer service

Leadership

Communication

Problem solving

PMS Opera

Hotel operations understanding

Attention to detail

Rotating roster flexibility

Education

General Manager's Certificate

LCQ

Tools

Opera PMS

Job description

Millennium Hotels and Resorts – Auckland, North Island

Full time, Permanent

Lead the Experience. Create Memorable Moments.

Elevate your career at Grand Millennium Auckland – a premium city hotel in the Millennium Hotels and Resorts family. Located in Auckland's cultural heart, we're driven by our values: Energy On, Go Further, Genuinely Care, and Truly Connected. Join a high-performing team that supports your success, with excellent staff benefits and genuine career development opportunities. Discover A Thousand Ways of Happiness in a workplace that's both polished and personal.

We are looking for a confident, people-focused Duty Manager to join our team on a full-time basis, working 40 hours per week on a rotating roster.

As Duty Manager, you’ll play a key role in the day-to-day operation of the hotel, with a strong focus on Front Office and the guest experience. You’ll lead and support the team during your shifts, ensure hotel operations run smoothly, and be a visible point of contact for guests and team members.

This is a hands‑on leadership role for someone who thrives in a fast-paced hotel environment, can make confident decisions, and understands the importance of creating exceptional guest experiences.

Key Responsibilities

• Lead and support the Front Office team during shifts, ensuring exceptional guest experiences from arrival through to departure
• Oversee hotel operations during your shift and ensure service standards are consistently maintained
• Manage guest arrivals, departures, enquiries, and requests professionally and efficiently
• Handle guest feedback, concerns, and service recovery situations with professionalism and care
• Coordinate with Housekeeping, Food & Beverage, Reservations, and other hotel departments to ensure seamless operations
• Support and motivate team members, providing guidance and leadership throughout the shift
• Manage VIP arrivals and ensure individual guest requirements are recognised and delivered
• Maintain accurate guest information, reporting, and Property Management System standards
• Identify opportunities to drive revenue through upselling, room sales, and promotion of hotel products and services
• Ensure company policies, health and safety requirements, licensing obligations, and operational procedures are followed
• Respond effectively to operational issues and emergencies as required
• Champion a culture of service excellence and continuous improvement

What We’re Looking For

We're looking for a passionate hospitality professional who enjoys being at the heart of hotel operations and genuinely cares about creating memorable guest experiences.

You’ll bring:

• Previous experience within hotel Front Office operations
• Strong customer service experience and a genuine guest‑focused approach
• Proven ability to lead, support, and motivate a team
• Excellent communication and relationship‑building skills
• Strong problem‑solving and decision‑making capabilitiesThe ability to remain calm and professional under pressure
• Experience with hotel Property Management Systems (PMS), with Opera knowledge advantageous
• A good understanding of hotel operations and how departments work together
• A proactive, can‑do attitude and strong attention to detail
• A vibrant, engaging personality and strong customer focus
• Flexibility to work a rotating roster, including weekends, evenings, and public holidays

Do You Need Experience?

Yes – previous hotel experience is important for this role, as you’ll be responsible for supporting the smooth operation of the hotel and leading the team during your shifts.

• Previous Duty Manager, Assistant Manager, Front Office Supervisor, or similar hotel experience is preferred
• Experience leading or supervising teams within a hotel environment
• Strong understanding of hotel operations and guest service
• General Manager's Certificate and LCQ
• Eligibility to work in New Zealand (citizen, resident, or valid visa required)

Why Work With Us?

• Discounted accommodation and food & beverage rates across New Zealand and globally
• Staff meals on duty
• Uniform provided
• Discounted staff parking
• Career development opportunities within a global hotel group
• A supportive, professional, and friendly team environment
• Stable full-time employment – 40 hours per week
• The opportunity to develop your hotel leadership career with one of New Zealand's leading hotel brands

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

Step into an exciting journey with Grand Millennium Auckland, where we redefine hospitality excellence every day.