Duty Manager - Lodging

Jack's Point; Queenstown; On-site; NZD 65,000 - 90,000; Full time

Job summary

Jack's Point Hospitality in Queenstown is seeking an experienced Duty Manager to lead our Guest Services team. You’ll be the senior on-shift contact for Front Office, Arrivals and Departures, ensuring a seamless guest experience.

This hands-on leadership role requires strong team supervision, exceptional communication and the ability to make sound decisions under pressure. You’ll coordinate with Housekeeping and other teams to keep operations running smoothly.

Qualifications

• 12+ months experience as Duty Manager or senior guest services.
• Experience supervising and supporting a team.
• Excellent communication and conflict-resolution skills.
• Strong organisational skills and attention to detail.
• Confidence with property management systems and standard software.
• Calm, solutions-focused approach under pressure.
• Flexibility to work a 7-day roster incl. evenings and holidays.

Responsibilities

• Lead day-to-day Front Office and Guest Services ops via Opera Cloud.
• Coordinate with Housekeeping, Guest Services and Porters for ready rooms.
• Lead and coach Guest Services Agents and Porters.
• Own guest issues and service recovery, resolve promptly.
• Identify opportunities to enhance guest experience and upsell upgrades.
• Monitor guest satisfaction and address issues before escalation.
• Coordinate ops issues with teams and suppliers, inform Rooms Division Manager.
• Manage incidents, emergencies and security per procedures.
• Complete shift handovers, incident reports and end-of-shift checks.
• Maintain strong communication across Rooms Division and wider business.
• Be a calm, professional presence on shift and set service standards.

Skills

Team leadership

Guest services

Communication

Problem solving

Organization

PMS familiarity

Tools

Opera Cloud

Job description

Lead the shift. Elevate the guest experience.

Jack's Point Hospitality is looking for an experienced Duty Manager to join our Guest Services team in Queenstown.

This is a hands-on leadership role for someone who enjoys being at the centre of the operation – ensuring guests receive a seamless, personalised experience while supporting the team and keeping the property running smoothly.

As the senior on-shift contact for Front Office and Guest Services, you'll take ownership of arrivals, departures and in-stay guest service, lead the team through each shift and confidently manage anything that comes your way.

What you'll be doing

• 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 escalat
• 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.

What we're looking for

You' become an experienced hospitality professional who is confident leading a team and making decisions when things don't go to plan.

Ideally, you'll have:

• At least 12 months' experience as a Duty Manager, Front Office Manager or senior guest services professional within a hotel or premium accommodation environment.
• 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.
• A 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.

It would be great if you also have:

• Opera Cloud or similar PMS experience.
• First aid certification.
• A full New Zealand Driver Licence.
• Knowledge of Queenstown's attractions, activities and luxury travel offering.

Why Jack's Point Hospitality?

This is an opportunity to join a growing hospitality operation in one of New Zealand's most spectacular locations.

You'll play an important role in shaping the guest experience while working alongside a team that values genuine hospitality, professionalism and getting the details right.

Successful candidates will be offered competitive remuneration and the opportunity to progress in their career. The role is full-time permanent, with a minimum of 30 hours guaranteed per week, with flexibility to work weekends, public holidays and rostered early morning or late evening shifts as required by the business.

Ready to join us?

If you're an experienced hospitality leader who enjoys taking ownership, supporting a team and creating memorable guest experiences, we'd love to hear from you.