Duty Manager — Lead Front Office & Guest Experience

Jacks Point Golf Course; Queenstown; On-site; NZD 60,000 - 78,000; Full time

Job summary

Jack’s Point Hospitality in Queenstown invites an experienced Duty Manager to lead the Guest Services team. You will be the senior on‑shift contact for Front Office, ensuring seamless arrivals, departures and attentive guest service through Opera Cloud.

You’ll coach, coordinate with Housekeeping and Porters, handle guest issues, pursue upgrade opportunities and uphold safety. This full‑time role offers a dynamic, premium hospitality environment in New Zealand’s stunning resort setting.

Qualifications

• 12 months’ experience as a Duty Manager or senior guest services professional in a hotel or premium accommodation.
• Proven experience supervising and supporting a team.
• Excellent communication, interpersonal and conflict-resolution skills.
• Strong organisational skills and attention to detail.
• Confidence using property management systems and standard computer software.
• Calm, solutions-focused approach and the ability to make sound decisions under pressure.
• Flexibility to work across a 7-day roster, including evenings, weekends and public holidays.

Responsibilities

• Lead the day-to-day operation of Front Office and Guest Services, ensuring smooth and efficient arrivals and departures through Opera Cloud.
• Coordinate closely with Housekeeping, Guest Services and Porters to ensure rooms and guest services are ready for arriving guests.
• Lead and support Guest Services Agents and Porters, providing direction, coaching and feedback throughout the shift.
• Take ownership of guest issues and service recovery, resolving concerns promptly and professionally.
• Proactively look for opportunities to enhance the guest experience and generate additional revenue through relevant upgrades, activities, services and local experiences.
• Monitor guest satisfaction throughout the stay and anticipate and address issues before they upscale.
• Coordinate operational issues with the relevant teams and suppliers, keeping the Rooms Division/Lodging Manager informed of significant matters.
• Manage incidents, emergencies and security concerns in line with property procedures.
• Complete shift handovers, incident reporting, payment reconciliation and end‑of‑shift checks, ensuring the property is secure and guest‑ready.
• Maintain strong communication across Rooms Division and the wider business, ensuring important guest information and outstanding matters are followed through.
• Be a calm, professional and positive presence on shift, setting the standard for guest service and team performance.

Skills

Leadership

Team supervision

Communication

Organisational skills

Tools

Opera Cloud

Job description

Jack’s Point Hospitality in Queenstown invites an experienced Duty Manager to lead the Guest Services team. You will be the senior on‑shift contact for Front Office, ensuring seamless arrivals, departures and attentive guest service through Opera Cloud.

You’ll coach, coordinate with Housekeeping and Porters, handle guest issues, pursue upgrade opportunities and uphold safety. This full‑time role offers a dynamic, premium hospitality environment in New Zealand’s stunning resort setting.