Duty Manager - Front Office

Hotel Grand Chancellor Auckland; Auckland; On-site; NZD 65,000 - 90,000; Full time

Job summary

Hotel Grand Chancellor Auckland is seeking a capable Duty Manager to support the Assistant Front Office Manager and act as Manager on Duty. You will ensure smooth hotel operations and exceptional guest service in a fast-paced environment.

The ideal candidate will have at least one year in a Duty Manager or supervisory Front Office role, with strong leadership, communication and problem-solving skills, and a flexible approach to shift patterns including nights.

Qualifications

• Minimum 1 year in a Duty Manager role or experienced Front Office supervisor.
• Degree or diploma in Hospitality Management is advantageous.
• Strong guest service orientation and leadership abilities.
• Ability to manage multiple tasks and adapt to a 24-hour hotel schedule.
• Excellent written and oral communication.
• Commitment to health and safety and sustainability.
• Proven ability to handle guest complaints and problem-solving.

Responsibilities

• Consistently offer professional, friendly, and engaging service.
• Maintain grooming and uniform standards.
• Develop and maintain good relationships with all hotel departments.
• Read and action Front Office duties in the Front Office Diary.
• Assist with shift briefings and Front Office briefings procedure.
• Update Guest History/Guest Services with feedback.
• Complete Front Office Duty Manager checklist.
• Oversee cleanliness of all hotel public areas.
• Maximise occupancy and average rates while monitoring budget.
• Be available to cover night shifts.
• Carry out other duties as required by senior management.
• Be actively involved in all aspects of hotel operation.

Skills

Front Office knowledge

Leadership

Customer service

Time management

Communication skills

Problem-solving

Health & safety awareness

Education

Hospitality Management degree/diploma

Job description

Hotel Grand Chancellor Auckland is one of Auckland’s newest Hotels. We are part of the Grand Hotels International group with hotels located throughout New Zealand, Australia, Malaysia, and Singapore. Grand Hotels International is known for quality accommodation, exceptional service, convenient locations and outstanding conference and meeting facilities.

This role will support the Assistant Front Office Manager in ensuring the smooth running of the Hotel and guest service whilst acting as Manager on Duty.

The successful candidate will have a minimum of one years’ experience in a Duty Manager role or be an experienced Supervisor with strong Front Office knowledge ready for the next step in their career. The successful individual is required to be an energetic collaborator with the ability to inspire, lead, and foster a positive working environment, as well as have a flexible approach to working hours as the business demands. Your role will ensure that both Guests and Staff receive prompt and personal recognition and is key to delivering exceptional guest satisfaction.

The ideal candidate for this role will:

Have previous experience in a similar role within a hotel environment.

A relevant degree or diploma in Hospitality Management is highly advantageous.

Great passion guest service and creating memorable experiences for guests.

Proven leadership ability managing a Front Office team.

Effective time management and organisational skills with the ability to multitask, forward think and pre-plan.

Excellent written and oral communication skills

Creative thinking of ideas and proactive at putting forward recommendations.

Effective delegation skills, monitoring progress, and follow up.

Handling guest complaints and problem-solving techniques.

Remains calm, cool & courteous in a busy environment, able to take on challenges and adapt to change.

A positive can-do attitude with customer service at the heart of what you do.

A strong understanding of health & safety, well-being and promotes sustainability.

This position will include, but is not limited to:

Consistently offer professional, friendly, and engaging service.

Maintaining excellent grooming and uniform standards.

Ensure a smooth operation of the hotel by developing and maintaining a good relationship with all hotel departments.

To read and action any duties that are recorded in the Front Office Diary.

Assist with shift briefings with the Front Office team prior to the commencement of their respective shift as per the Front Office briefings procedure.

Actively ensure all guest comments are updated into Guest History/Guest Services.

Complete all duties as per the Front Office Duty Manager checklist.

Oversee cleanliness of all Hotel Public areas.

Ensure customer relations are maintained at the highest possible standard by recognising and reacting to Guest complaints in an appropriate manner.

Be aware of Hotel budget and forecasted occupancies and average rates and endeavour to maximise both.

Flexibility is essential for this role. The successful candidate must be available to cover night shifts when required to support operational needs.

Carry out any other duties as required by senior members of the Front Office team or Management team i.e. Assistant Front Office Manager, Rooms Division Manager.

This is a Full Time Salaried role with varying hours. Given the 24-hour nature of the hotel some evening and weekend work will be required. As a member of the Management team the successful candidate will have a willingness to be actively involved in all aspects of the hotel operation.

What we offer our employees

Accommodation discounts at Grand Chancellor hotels in New Zealand and Australia

Food & Beverage discounts at Hotel Grand Chancellor Auckland

Reward and recognition programs, including Chancellor Anniversary Nights and our Star Card incentive programme.