Duty Manager (Front Office)

Accor; Wellington; Presencial; NZD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Free staff meal

Staff discounts for Accor hotels

Annual free night accommodation

Learn Your Way training access

Refer-a-Friend bonus

Paid parental leave

Descripción de la vacante

Sofitel Wellington invites you to elevate your career as a Front Office Duty Manager. This full-time role will lead shifts, ensuring consistent luxury service and operational excellence in a 129-room sanctuary in Wellington.

You will oversee guest services, upsell opportunities, VIP recognition, and staff coaching, with weekend/night flexibility as part of a dynamic luxury hospitality team.

Formación

• Front office supervisory experience is required.
• Strong knowledge of hotel operations including front desk, guest services, reservations and housekeeping coordination.
• Experience with Opera PMS/Opera Cloud.
• Current NZ Manager's Certificate.
• Current First Aid Certificate (NZ).
• Full NZ driver's licence.
• Excellent verbal and written communication skills.
• Ability to lead and coach teams in a luxury setting.

Responsabilidades

• Manage day-to-day Front Office operations and lead the team on shifts.
• Take ownership of shifts and ensure operational excellence.
• Conduct shift briefings, coach team members, ensure desk coverage.
• Maintain duty manager logs, incident reports and handovers.
• Handle guest inquiries and complaints; oversee arrivals/departures.
• Coordinate guest services and hotel operations for seamless experience.
• Analyze guest feedback and recommend service improvements.
• Ensure VIP and ALL recognition with personalised service.
• Identify opportunities for upselling and revenue growth.
• Maintain guest profiles and security procedures.
• Oversee billing, cash handling and shift reconciliations.
• Uphold security, confidentiality, and hotel standards.
• Flexibility to work weekends, nights and public holidays.

Conocimientos

Supervisory experience

Operational hospitality knowledge

Strong leadership

Excellent communication

NZ Driver's Licence

First Aid Certificate

Opera PMS knowledge

Educación

New Zealand Manager's Certificate

First Aid Certificate (NZ)

Herramientas

Opera PMS/Opera Cloud

Descripción del empleo

Immerse yourself in the world of Sofitel Wellington, where French elegance meets New Zealand hospitality in our intimate 129-room luxury sanctuary nestled in the vibrant capital city of New Zealand. Sofitel embraces this spirited atmosphere and rests harmoniously within the shadow of the Botanic Gardens and the Wellington coastline. Every detail, from bespoke furnishings to personalised touches, reflects ourLa Maisoncommitment to creating transformative experiences that linger in the memory long after departure. Enjoy modern luxury with authentic and lively experiences.

Sofitel Wellington,Where Life Lives.

Job Description

Sofitel Wellington invites you to elevate your career as a Front Office Duty Manager, where luxury meets impeccable service.

As a Full-time Duty Manager, you play a key role in ensuring theconsistency, quality, and excellenceof our front office operations. You will support the Front Office Manager, and other Duty Managers while taking ownership on your shifts and leading your team with professionalism and pride.

Primary Responsibilities:

• Managing day to day operations of the Front Office while leading theteamand supporting the Front Office Managerto run a operationally smooth department
• Shift Ownership - Taking full responsibility for hotel operations during assigned shifts, including decision making and follow-up
• Team Leadership - Conduct shift briefings, coach and support team members, and ensure appropriate desk coverage
• Maintain accurate Duty Manager logs, incident reports and detailed shift handovers
• Handle guest enquiries and complaints, oversee arrivals and departures, and ensure smooth handovers between shifts.
• Delivery of excellent guest service by coordinating the link between hotel and guests and hotel operations
• Analyze customer feedback and make recommendations to leadership team to develop actions and working methods to enhance hotel services and offers
• VIP and ALL Recognition - Ensure VIP guests and ALL loyalty members receive personalized service and applicable benefits
• Identify opportunities for room upgrades and additional revenue by upselling to the guests
• Maintain guest database through updating Opera Cloud guest profile with all necessary information relevant to the guests stay. VIP levels updated in accordance to relevant hotel applications
• Ensure the safety and security of Hotel Guests and employees at the Hotel
• Oversee billing accuracy, cash handing, payment settlements and shift reconciliations
• 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 weekends, nights and public holidays isrequired

This role is Permanent Full-Time (40 hours per week) - Must hold full NZ working rights.

Qualifications

• Previous Front Office supervisory or Duty Manager experience preferred
• Strong understanding of hotel operations, including front office, guest services, reservations, housekeeping coordination, food and beverage operations, and emergency management procedures.
• 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 FullDrivers Licence.
• Exceptional verbal and written communication skills, with the ability to effectively engage with guests, team members andcontractors.
• Proven ability to lead, coach, and support teams while maintaining luxury service standards and resolvingissues in a fast-paced environment.
• Proactive and hands-on approach to leading and supporting a team
• Accountability and the ability to work independently
• 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

• Free staff meal provided during shift
• Family & Friends Hotel Discounts ongoing reward and recognition incentives and awards
• Annual reward of a free night's accommodation at the hotel (did we say there is breakfast and dinner included?)
• Learn Your Way- Support your career development with access to Accor’s training platforms!
• Accor'sRefer-a-Friendbonus
• Accorpaid parental leave

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.