Duty Manager

TFE Hotels; Queenstown; On-site; NZD 69,000 - 70,000; Full time

Job summary

TFE Hotels in Queenstown invites applications for a Duty Manager to lead the Front Office team across shifts, ensuring smooth check-in/out, guest satisfaction and proactive upskilling.

The role requires 3+ years in a comparable hospitality position or a hospitality diploma with managerial experience; weekend/night shifts, roster coordination and crisis response are part of the duties.

Qualifications

• Must have strong front office leadership and team supervision skills.
• Excellent communication and customer service abilities.
• Willingness to work flexible shifts including weekends and overnights.

Responsibilities

• Lead daily front office operations and be the go-to for front office team.
• Ensure smooth check-in/check-out and guest satisfaction across shifts (AM/PM/NIGHT).
• Resolve escalated guest issues promptly and report unresolved items.
• Assist with orientation, training and development of front office staff.
• Coordinate shift tasks, rosters and attendance records.
• Oversee bookings and escalate complex cases to Reservations.
• Prepare monthly reports commenting on KPIs.

Job description

Hourly Wage: $33.13 to 33.56 per hour
Employment Status: Full-time (30+ hours per week)
Employment Type: Permanent
Places of Work: Rendezvous Heritage Hotel Queenstown

TFE hotels is one of New Zealand's leading hospitality establishments. We trade as A by Adina, Adina Hotels, Vibe Hotels, Quincy, Travelodge Hotels, Rendezvous and Collection by TFE Hotels.

We are currently recruiting for Duty Managers to work in Queenstown.

Purpose

As Duty Manager, you will oversee, lead and support the Front Office Team. You will champion exceptional customer service, proactive upskilling and coaching your team to create consistent exceptional guest experiences. 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.

Primary Responsibilities

Every day will be different; however your core responsibilities will be to:

• You lead the daily front office operations of the hotel 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.
• You resolve escalated customer complaints from front office team promptly and report any unresolved issues to your manager.
• To assist with the orientation, training and development of all front office team members as required.
• Coordinate tasks for each shift and delegate to Receptionists 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 auditing functions procedures are followed ensuring guest accounts are accurate and charges are posted prior to checkout.
• Audit the daily activity of all Front Office and Food & Beverage operations - check off that everything's in order (where applicable).
• Provide supervisory assistance as needed to support the logistics function on site.
• Conduct daily team briefings to share hotel activity e.g. VIPs in house, group movement, promotions, guest feedback.
• Supervise and manage all reservation requests and escalation to Manager or Reservation team for complex bookings.
• 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.
• Upkeep of all security surveillance and door control equipment so that it operates effectively in maintaining Hotel security.
• Manage the hotel's crisis response wherever necessary, making quick decisions about evacuations, emergency services, and guest care.
• Be safety focussed and an ambassador for Health, Safety and Wellbeing.

Skills, Experience and requirements

• You will have:
  • at least three 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 regarded so will experience in a previous Duty Manager or Night Manager role.

Please Note: Only New Zealand citizens or resident visa holders or people with valid work permits for this role should apply. Please provide evidence of your ability to work in New Zealand when applying.