Duty Manager (Front Office)

So/; Auckland; On-site; NZD 57,000 - 77,000; Full time

Benefits offered by this job

Staff meal provided per shift

Dry-cleaning of uniform

International accommodation and retail

discounts across Accor & Ennismore

Family & Friends hotel discounts

Free night accommodation yearly

Job summary

SO/ Auckland is seeking a Front Office Operations Lead to manage day-to-day front desk functions and support the Room Division Manager in delivering luxury guest experiences. The role focuses on coordinating guest services, handling feedback, and maintaining secure, smooth hotel operations.

The ideal candidate has 3+ years of luxury-hotel experience, strong Opera PMS knowledge, and excellent communication skills. Weekend and public holiday shifts are required in this dynamic hotel environment.

Qualifications

• Minimum 3 years' experience in a luxury hotel environment, NZ or international.
• Bachelor degree in Hospitality Management or related discipline.
• Strong understanding of hotel operations across front office, guest services, reservations, housekeeping coordination, F&B, and emergency procedures.
• Experience with Opera PMS/Opera Cloud or similar systems.
• Current NZ Manager's Certificate or willingness to obtain.
• Current NZ First Aid Certificate or willingness to obtain.
• Full NZ Driver's Licence.
• Excellent verbal and written communication, with guests, teams, and contractors.

Responsibilities

• Manage day to day operations of the Front Office and assist the Room Division Manager.
• Coordinate between hotel and guests to deliver excellent service.
• Analyse guest feedback and propose actions to leadership to enhance services.
• Maintain guest database and VIP levels in Opera Cloud.
• Ensure safety and security of guests and staff.
• Maintain strict handling of credit/cash transactions and confidentiality.
• Flexibility to work weekends and public holidays.

Skills

Front Office operations

Guest service leadership

Team coaching

Communication skills

Problem solving

Education

Bachelor degree in Hospitality Management

Tools

Opera PMS/Opera Cloud

Job description

Job Description

• Managing day to day operations of the Front Office department and help the Room Division Manager to run a operationally smooth department
• Delivery of excellent guest service by coordinating the link between hotel and guests and hotel operations
• Analyse customer feedback and make recommendations to leadership team to develop actions and working methods to enhance hotel services and offers
• Maintain guest database through updating Opera Cloud guest profile with all necessary information relevant to the guests stay. VIP level should be updated in accordance to hotel link
• Ensure the safety and security of Hotel Guests and employees at the Hotel
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality
• Due to the nature of the hotel industry, flexibility on working weekend and public holidays are required.

Qualifications

• Minimum of 3 years' relevant experience within a luxury hotel environment New Zealand and/or internationally; or
• Bachelor Degree in Hospitality Management, Hotel Management, Tourism Management, Business Management, or a related discipline (New Zealand qualification or recognised international equivalent).
• Strong understanding of hotel operations, including front office, guest services, reservations, housekeeping coordination, food and beverage operations, and emergency management procedures.
• Advanced working knowledge of Opera PMS/Opera Cloud and associated hospitality systems.
• Current New Zealand Manager's Certificate (or willingness to obtain upon commencement.)
• Current New Zealand First Aid Certificate (Level 1 or higher) or willingness to obtain upon commencement.
• Current Full Drivers Licence.
• Exceptional verbal and written communication skills, with the ability to effectively engage with guests, team members and contractors.
• Proven ability to lead, coach, and support teams while maintaining luxury service standards and resolving issues in a fast-paced environment.
• Highly organised with strong attention to detail, commercial awareness, problem-solving capability, and a genuine passion for luxury hospitality and guest experience excellence.

Additional Information

SO/ BENEFITS

• Staff meal provided per shift
• Dry-cleaning of uniform
• International accommodation and retail discounts across varying Accor & Ennismore hotels and properties
• Family & Friends Hotel Discounts
• Annual reward of a free night's accommodation at the hotel (did we say there is breakfast and dinner included?)
• This is a Full Time permanent role – 40 hours guaranteed per week.
• Annual salary of $66,560.

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.