Duty Manager

TFE Hotels Group; Queenstown; On-site; NZD 60,000 - 80,000; Full time

Job summary

Rendezvous Heritage Hotel Queenstown is seeking a confident Duty Manager to lead day-to-day hotel operations, providing visible leadership across Front Office, Guest Services and Night Operations while acting as the primary escalation point for guests and team members.

You'll manage front office duties on shift, optimise check-in/check-out, coach staff, coordinate rosters, handle guest requests and complaints, and contribute to monthly performance reports, with shift work including overnights as

Qualifications

• 2+ years in a comparable role and industry or a diploma/degree with 1+ year managerial experience
• Shift work including overnights; rotating roster
• Good communication and customer service skills

Responsibilities

• Lead daily front office operations during shifts.
• Ensure smooth check-in/check-out and guest satisfaction.
• Manage escalated guest issues and report unresolved ones.
• Coach onboarding, training, and development of front office staff.
• Coordinate shift tasks, rosters, and attendance; supervise receptionists and GSAs.
• Support monthly reporting and KPI commentary.
• Maintain guest relations, handle special requests, liaise with maintenance.
• Drive continuous improvement and team collaboration.

Skills

leadership

guest service

front office

night operations

coaching

Education

Hospitality diploma/degree

2+ years in hospitality management

Tools

CRM

PMS

Job description

Take the next step in your hotel career and join Rendezvous Heritage Hotel Queenstown as our Full-Time Duty Manager (30 hours per week).

We're looking for a confident, guest-focused Duty Manager who enjoys being at the heart of hotel operations. This is an opportunity to lead from the front, support our people and help create memorable stays for our guests in Queenstown.

About the role

As Duty Manager, you'll be a visible leader across the hotel, supporting the smooth running of day-to-day operations and helping our teams deliver an exceptional guest experience. You'll bring a calm, practical approach to each shift, solve problems as they arise and work closely with colleagues across the hotel to ensure our guests feel welcomed and well looked after. As Duty Manager, you will provide operational leadership across Front Office, Guest Services and Night Operations, while acting as the primary escalation point for guests, team members and contractor. No two days are the same but your engagement and communication with all the interconnecting departments will ensure you remain ahead of the curve in terms of where you and your team need to focus.

What you'll be doing

• You lead the daily front office operations of the hotel while on shift and are the go-to for the front office team members.
• Ensuring smooth operation, ensuring smooth checkin/check-out processes and guest satisfaction during AM, PM and NIGHT Shifts, as the Manager on Duty.
• Manage escalated customer complaints from front office team promptly and report any unresolved issues to your manager.
• To assist with the onboarding, training and development of all front office team members as required.
• Coordinate tasks for each shift and delegate to Receptionists and GSAs accordingly.
• Co-ordinate rosters and attendance records.
• With a hands-on style, you encourage team involvement, initiative, and a focus on continuous improvement.
• Complete all duties as Front office team members as and when required.
• Ensure smooth sailing of the daily check-in/check-out process, use of guest names, CRM and correct cashiering procedures across F&B outlets. (if applicable)
• Conduct daily team briefings to share hotel activity e.g. VIPs in house, group movement, promotions, guest feedback.
• You assist in the preparation of monthly reports commenting on key performance indicators in each area of control.
• To coordinate responses to guest needs, ensuring special requests are channelled through to the appropriate department and any grievances are resolved.
• Regular liaison with Maintenance, ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Taking ownership of issues and finding practical solutions
• Supporting a positive, collaborative and inclusive team environment

About you

You're a natural people person who combines genuine hospitality with sound judgement and the confidence to take the lead when needed.

Skills and experience required:

• You will have:
  • at least two years of relevant work experience in a comparable role and industry; or
  • a combination of a relevant qualification that is at least diploma level and at least 1 year of relevant work experience in a comparable managerial role
• Shift work will be required and may include early and late shifts, as well as overnight shift coverage as needed to support the Night Manager function, team and operation. Flexibility is required to work Monday to Sunday on a rotating roster.
• Weekend and public holiday shifts are required.
• You (ideally) have studied towards a Hospitality Diploma or Degree.
• Good communication and customer service skills is a requirement.
• A Managers certificate or licence controller qualification will be highly regarded
• Good computer literacy and adaptability to new technology is highly desired.
• Demonstrable expertise in facilitating general front office procedures, night audit processes, and general operational activities will highly be regarded so will experience in a previous Duty Manager or Night Manager role.

About Rendezvous Heritage Hotel Queenstown

Rendezvous Heritage Hotel Queenstown offers the opportunity to build your hospitality career in one of New Zealand’s best-known visitor destinations. It is part of TFE hotels, and we trade as A by Adina, Adina Hotels, Vibe Hotels, Quincy, Travelodge Hotels, Rendezvous and Collection by TFE Hotels.

As Duty Manager, you'll be an important part of the hotel’s day-to-day guest experience, working alongside a team that understands that great hospitality comes from great people.

Ready for your next move?

If you're passionate about hospitality, enjoy leading from the front and are ready to take greater ownership of hotel operations, we’d love to hear from you.