Duty Manager

JobSpace; Taupo; On-site; NZD 65,000 - 90,000; Full time

Job summary

Hilton Taupo is seeking a Duty Manager to oversee daily hotel operations and ensure Front Office teams work together to deliver outstanding guest service.

You will lead with calm under pressure, manage staffing and guest inquiries, and mentor staff to foster a positive and productive work environment. Fluent English is essential, nights and weekends are required, and experience with hotel PMS is highly valued.

Qualifications

• Proven background in front office or hotel operations, ideally in a supervisory or managerial role.
• Strong team management skills with the ability to motivate staff and drive service excellence.
• Excellent communication and problem-solving skills; able to handle complaints and challenges professionally.
• Proficient in hotel PMS and familiar with standard operational procedures.
• Calm under pressure and responsive to changing priorities or schedules.
• Fluent in English; additional languages are a plus.
• Flexible to work nights, weekends, and holidays.

Responsibilities

• Manage daily hotel operations: Oversee the overall functioning of the property, including front desk, staffing, room inventory, guest service, and policy compliance
• Delight our guests: Bring an upbeat and friendly attitude to all guest interactions, respond promptly to inquiries, and resolve any issues in a friendly, efficient manner
• Assist across departments: Step in to support operational roles as needed, including bell service or front desk coverage during breaks or high-volume periods
• Monitor the property: Conduct walkthroughs to assess safety, security, and service quality, addressing issues promptly
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Track and improve performance: Monitor guest satisfaction metrics (e.g., SALT, Revinate), identify trends, and implement improvements as needed
• Inspire and develop the team: Supervise and support team members, monitor performance, provide coaching, and foster a positive and productive work environment

Skills

Front Office Operations

Team Leadership

Communication

Problem Solving

Hotel PMS

English Fluency

Flexible Schedule

Job description

Picture yourself brightening someone's day. When you join our Hotels team, that's exactly what you'll do every time you come to work! As a Duty Manager, you will be responsible for overseeing the hotel's daily operations, ensuring that Front Office departments work together seamlessly to deliver outstanding guest service. Your leadership and problem-solving skills will be key in providing a positive guest experience and ensuring smooth hotel operations. As a Duty Manager, you're not just overseeing Front Office operations in the absence of the Front Office Manager – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

• Manage daily hotel operations: Oversee the overall functioning of the property, including front desk, staffing, room inventory, guest service, and policy compliance
• Delight our guests: Bring an upbeat and friendly attitude to all guest interactions, respond promptly to inquiries, and resolve any issues in a friendly, efficient manner
• Assist across departments: Step in to support operational roles as needed, including bell service or front desk coverage during breaks or high-volume periods
• Monitor the property: Conduct walkthroughs to assess safety, security, and service quality, addressing issues promptly
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Track and improve performance: Monitor guest satisfaction metrics (e.g., SALT, Revinate), identify trends, and implement improvements as needed
• Inspire and develop the team: Supervise and support team members, monitor performance, provide coaching, and foster a positive and productive work environment

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Proven background in front office or hotel operations, ideally in a supervisory or managerial role.
• Strong team management skills with the ability to motivate staff and drive service excellence.
• Excellent communication and problem-solving skills; able to handle complaints and challenges professionally.
• Proficient in hotel PMS and familiar with standard operational procedures.
• Calm under pressure and responsive to changing priorities or schedules.
• Fluent in English; additional languages are a plus.
• Flexible to work nights, weekends, and holidays.

Join an Award-Winning Workplace Culture At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality. Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel. Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.