Duty Manager / Assistant Manager

Accor; Queenstown; Hybrid; NZD 65,000 - 95,000; Full time

Benefits offered by this job

Free gym access and facilities

Free meals on shift

Accommodation discounts

Employee Assistance Program

Career growth opportunities

Discounted Accor rates

Job summary

Mercure Queenstown Resort is seeking an experienced Front Office Leader to support the Front Office Manager in daily operations and guest service excellence in Queenstown. You will lead the Front Office team, oversee check-ins/check-outs, and ensure standards are upheld across shifts.

Role requires at least 3 years in hotel Front Office, Opera PMS experience, and a Manager’s Certificate. The position guarantees 40 hours per week, with opportunities for career growth within Accor's Mercure brand.

Qualifications

• Minimum of 3 years' relevant experience within the hotel industry, with strong Front Office operations.
• Experience using Opera PMS and knowledge of revenue balancing.
• Management certificates and leadership experience are desirable.

Responsibilities

• Assist the Front Office Manager with daily management and operation of the Front Office.
• Take responsibility for the hotel and Front Office during your shift.
• Supervise and coach Front Office team, ensuring service standards are met.
• Work at the Front Desk during busy periods, including check-ins and check-outs.
• Provide friendly, knowledgeable service and respond to guest inquiries.
• Handle guest complaints and escalate significant matters as needed.
• Make operational decisions to protect guest and team safety when senior management is unavailable.
• Coordinate with Housekeeping and other departments for smooth operations.

Education

Diploma in Hospitality Management or Business Administration

Current Manager’s Certificate

General Manager Certificate (advantage)

Tools

Opera PMS

Microsoft Outlook

Microsoft Office

Job 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.

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

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.

This role is guaranteed 40 hours per week.

• 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.

Benefits of working at Mercure Queenstown Resort

Situated on a unique vantage point withbreath takingviews over Lake Wakatipu and theRemarkables Mountain range,Mercure Queenstown Resortoffers 148guestsrooms, 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.