Duty Manager / Assistant Manager

Mercure; Queenstown; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Work-life balance

Gym access

Free meals on shift

Accommodation discounts

Employee Assistance Program

Career growth opportunities

CSR activities

Discounted Accor rates

Job summary

Mercure Queenstown Resort is seeking an experienced Front Office Manager to lead the team and oversee daily operations across shifts. You will ensure exceptional guest service, supervise staff, and uphold brand standards while supporting the Front Office Manager.

You will manage check-ins, handle guest inquiries, coordinate with Housekeeping, and balance daily revenue with accurate reporting. A strong leadership mindset and 3+ years in hospitality are essential for success in this role.

Qualifications

• Minimum of 3 years' relevant hotel industry experience, with Front Office focus.
• Experience using Opera PMS is required or strongly preferred.
• Diploma in Hospitality or Business Admin is preferred but not required; Manager's Certificate is required.
• Strong knowledge of MS Outlook and MS Office applications.
• Ability to supervise, coach, and develop team members and maintain service standards.

Responsibilities

• Assist the Front Office Manager with daily operations and department management.
• Represent the hotel during shifts and ensure guest satisfaction and safety.
• Lead and coach Front Office team; maintain service standards and procedures.
• Support check-ins/check-outs and Front Desk duties as needed.
• Monitor occupancy, revenue, and operational reports to guide decisions.
• Coordinate with Housekeeping and other departments for smooth operations.
• Contribute to rostering, recruitment, training, and performance development.
• Promote Accor values and the ALL loyalty programme in daily work.

Skills

Guest service

Leadership

Decision-making

Communication

Team coaching

Conflict resolution

Education

Diploma in Hospitality Management or Business Administration

Manager’s Certificate

General Manager Certificate (advantage)

Tools

Opera PMS

Microsoft Outlook

Microsoft Office

Job description

At Accor, we are so much more than a global hospitality leader. We welcome you as you are and offer opportunities across a diverse range of brands, helping you find a role that matches your personality, passions, and career goals.

We are committed to your growth, supporting you to learn, develop, and thrive every day. We believe work should bring purpose to your life, empowering you to explore new possibilities and build a career without limits.

Every chapter of your journey is yours to write, and together we can shape the future of hospitality.

Discover the opportunities waiting for you at Accor:

https://careers.accor.com/

Do what you love. Care for the world. Dare to challenge the status quo. #BELIMITLESS

Company Description

Why Work for Accor?

At Accor, we are so much more than a global hospitality leader. We welcome you as you are and offer opportunities across a diverse range of brands, helping you find a role that matches your personality, passions, and career goals.

We are committed to your growth, supporting you to learn, develop, and thrive every day. We believe work should bring purpose to your life, empowering you to explore new possibilities and build a career without limits.

Every chapter of your journey is yours to write, and together we can shape the future of hospitality.

Job Description

As part of our Front Office leadership team, you’ll play an important role in the smooth and efficient operation of the hotel. You’ll support the Front Office Manager with the day-to-day management of the department, while taking responsibility for the hotel during your assigned shifts. You’ll lead and support the Front Office team, deliver exceptional guest service, manage operational matters and ensure our standards, procedures and Accor values are consistently upheld.

Key responsibilities include:

• Assist the Front Office Manager with the daily management and operation of the Front Office department.
• Take responsibility for the hotel and Front Office operation during your assigned shift.
• Supervise, support, coach and guide Front Office team members, ensuring company policies, procedures and service standards are followed.
• Work operationally at the Front Desk when required, including supporting check-ins, check-outs and other Front Office duties.
• Provide friendly, knowledgeable and professional service, responding to guest enquiries and providing accurate hotel information.
• Manage guest complaints, feedback and operational issues, escalating significant matters to the Front Office Manager or General Manager when required.
• Make appropriate operational and safety decisions when senior management is unavailable, while ensuring guest and team safety and emergency procedures are followed.
• Work closely with Housekeeping and other hotel departments to ensure smooth operations and effective communication.
• Ensure key operational information is communicated clearly and provide detailed handovers to the following shift.
• Ensure daily hotel revenue is correctly accounted for and balanced, and complete and review operational and financial reports.
• Monitor occupancy, arrivals and business levels to support effective daily operations.
• Assist with team rostering, recruitment, training, coaching and performance development.
• Support team productivity, communication and morale through effective leadership and guidance.
• Ensure Front Office equipment is operating correctly and report any faults or maintenance requirements.
• Maintain the confidentiality and security of guest, hotel and employee information.
• Promote Accor services, facilities and the ALL loyalty programme.
• Support workplace health and safety requirements and ensure relevant procedures are followed.
• Represent Accor values and Heartist culture through your leadership, professionalism and day-to-day behaviour.

Qualifications

• Minimum of 3 years'relevant experience within the hotel industry, with strong experience in Front Office operations and procedures.
• Previous experience using Opera PMS.
• Diploma in Hospitality Management or Business Administration preferred but not necessary.
• Current Manager’s Certificate required; General Manager Certificate is an advantage.
• Strong working knowledge of Microsoft Outlook and Microsoft Office.
• Previous experience supervising, coaching and developing team members.
• Ability to work independently when senior management is unavailable and confidently make decisions regarding guest and team safety and wellbeing.
• Strong guest service, complaint handling and conflict-resolution skills, with a calm and professional approach when managing challenging situations.
• Understanding of daily revenue balancing and financial procedures, with the ability to interpret operational reports and review daily occupancy.
• Excellent communication and relationship-building skills, with the ability to build positive relationships with guests, team members and other departments.
• Strong time-management, organisational and decision-making skills, with excellent attention to detail and sound commercial awareness.
• Genuine passion for hospitality, hotel operations and delivering an excellent guest experience.
• Strong personal integrity and the ability to maintain confidentiality.
• Ability to adapt positively to operational changes and work effectively in a fast-paced hotel environment.
• Flexibility to work across a seven-day operation, including weekends and public holidays.
• Commitment to Accor values, Heartist culture, workplace safety, inclusion and diversity.

Additional Information

Benefits of working at Mercure Queenstown Resort

Situated on a unique vista point with breath taking views over Lake Wakatipu and the Remarkables Mountain range, Mercure Queenstown Resort offers 148 guest rooms, two restaurants, a lounge bar and conference facilities.

• Work Your Way - Speak with us about your desired work life balance and make it a reality!
• Free use and access of our gym, saunas, hot tubs and swimming pool.
• Free meals provided while on shift.
• Accommodation discounts & Free Anniversary Stay.
• Employee Assistance Program.
• Fantastic career growth opportunities.
• Ability to make a difference through our Corporate Social Responsibility activities.
• Employee benefit card offering discounted rates with Accor worldwide.

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.