Duty Manager

Fairmont Hotels & Resorts; Rotorua; On-site; NZD 60,000 - 75,000; Full time

Job summary

Novotel & Ibis Rotorua Lakeside in Rotorua, New Zealand, is seeking an experienced Duty Manager to lead the Front Office during shifts and drive guest satisfaction with calm, proactive leadership.

You will motivate the Front Office team, handle guest enquiries, coordinate with Housekeeping and F&B, and uphold presentation and service standards across the hotel. A NZ Manager's Certificate would be advantageous.

Qualifications

• Experience in a Duty Manager or Front Office leadership role.
• Strong communication and interpersonal skills.
• Ability to lead teams, resolve issues, and maintain guest satisfaction.
• Flexibility to work a rotating roster including evenings, weekends and public holidays.

Responsibilities

• Lead hotel operations during your shift to ensure a seamless guest experience.
• Motivate the Front Office team to deliver outstanding service.
• Act as the first point of contact for guest enquiries, requests and feedback, resolving issues with professionalism.
• Maintain high standards of presentation, service and operational excellence across the hotel.
• Coordinate with Housekeeping, Food & Beverage, Maintenance and other departments to ensure smooth operations.
• Monitor safety, security and compliance procedures.
• Assist with training, coaching and development of team members.
• Support occupancy, revenue and guest satisfaction goals.

Skills

People skills

Leadership

Communication

Customer service

Problem solving

Education

NZ Manager's Certificate (or equivalent)

Job description

Novotel & Ibis Rotorua Lakeside | Rotorua, New Zealand

Lead with confidence. Inspire with heart. Create memorable guest experiences.

At Novotel & Ibis Rotorua Lakeside, we're looking for an enthusiastic and experienced Duty Managerto join our Front Office leadership team.

This is an exciting opportunity for someone who thrives in a fast-paced hospitality environment, enjoys leading from the front, and is passionate about delivering exceptional guest experiences. As Duty Manager, you'll play a key role in ensuring the smooth day-to-day operation of the hotel while supporting and developing our amazing team of Heartists®.

About Us

Novotel & Ibis Rotorua Lakeside offer the perfect balance of business and leisure, welcoming guests from around New Zealand and around the world. Our team is passionate about creating memorable experiences through genuine hospitality, teamwork, and heartfelt service.

If you're ready to take the next step in your hospitality career and lead a team that loves what they do, we'd love to hear from you.

Job Description

What you'll be doing

• Leading hotel operations during your shift, ensuring a seamless guest experience.
• Supporting and motivating the Front Office team to deliver outstanding customer service.
• Acting as the first point of contact for guest enquiries, requests, and feedback, resolving issues with professionalism and care.
• Maintaining high standards of presentation, service, and operational excellence across the hotel.
• Coordinating with Housekeeping, Food & Beverage, Maintenance, and other departments to ensure smooth operations.
• Monitoring safety, security, and compliance procedures.
• Assisting with training, coaching, and developing team members.
• Supporting occupancy, revenue, and guest satisfaction goals.

Qualifications

What we're looking for

You’ll be someone who genuinely enjoys working with people and can remain calm, positive, and solutions-focused, even during busy periods.

Ideally, you’ll have:

• Previous experience in a Duty Manager, Assistant Manager, or Front Office leadership role.
• Strong communication and interpersonal skills.
• Excellent organisational and problem-solving abilities.
• The confidence to make decisions and lead a team.
• Flexibility to work a rotating roster, including evenings, weekends, and public holidays.
• A current New Zealand Manager's Certificate (or the ability to obtain one) would be advantageous.
• A current First Aid Certificate is desirable.

Additional Information

When you join Accor, you become part of one of the world's leading hospitality groups with opportunities that extend far beyond Rotorua.

We offer:

• Opportunities for career development and internal progression across Accor's global network.
• Worldwide accommodation and dining discounts through our Heartist® programme.
• A supportive, inclusive team culture where your ideas are valued.
• Ongoing learning and development opportunities.
• The chance to work in one of Rotorua's premier lakeside hotels.

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.