Duty Manager - Lead Guest Experience & Front Office

jackspoint; Queenstown; On-site; NZD 65,000 - 90,000; Full time

Job summary

Jack’s Point Hospitality in Queenstown seeks an experienced Duty Manager to lead our Guest Services team and own on-shift operations through Front Office, Concierge and related services. You’ll ensure seamless arrivals and departures, coach staff, and resolve guest issues with a proactive, guest‑first approach.

You’ll supervise a team, coordinate with Housekeeping and Porters, and look for opportunities to enhance the guest experience while supporting the property’s smooth running across 7 days

Qualifications

• 12+ months experience in a Duty Manager, Front Office Manager or senior guest services role within 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 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 arrivals/departures and using Opera Cloud.
• Coordinate with Housekeeping, Guest Services and Porters to prep rooms and guest services for arrivals.
• Lead and support Guest Services Agents and Porters with direction, coaching and feedback.
• Own guest issues and service recovery, resolving concerns promptly and professionally.
• Identify opportunities to enhance the guest experience and drive revenue through upgrades and local experiences.
• Monitor guest satisfaction and address issues before they escalate.
• Coordinate operational issues with teams and keep the Rooms Division/Lodging Manager informed.
• Manage incidents, emergencies and security per property procedures.
• Complete shift handovers, incident reporting and end-of-shift checks.
• Maintain clear communication across Rooms Division and the wider business.
• Be a calm, professional presence on shift and set the standard for guest service.

Skills

Leadership

Hospitality experience

Customer service

Communication

Problem solving

Organisation

PMS knowledge

Tools

Opera Cloud

Job description

Jack’s Point Hospitality in Queenstown seeks an experienced Duty Manager to lead our Guest Services team and own on-shift operations through Front Office, Concierge and related services. You’ll ensure seamless arrivals and departures, coach staff, and resolve guest issues with a proactive, guest‑first approach.

You’ll supervise a team, coordinate with Housekeeping and Porters, and look for opportunities to enhance the guest experience while supporting the property’s smooth running across 7 days