Front Office Lead, Shift Manager – Hotel Leadership

Mercure; Queenstown; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Work-life balance

Gym access

Free meals on shift

Accommodation discounts

Employee Assistance Program

Career growth opportunities

CSR activities

Discounted Accor rates

Job summary

Mercure Queenstown Resort is seeking an experienced Front Office Manager to lead the team and oversee daily operations across shifts. You will ensure exceptional guest service, supervise staff, and uphold brand standards while supporting the Front Office Manager.

You will manage check-ins, handle guest inquiries, coordinate with Housekeeping, and balance daily revenue with accurate reporting. A strong leadership mindset and 3+ years in hospitality are essential for success in this role.

Qualifications

• Minimum of 3 years' relevant hotel industry experience, with Front Office focus.
• Experience using Opera PMS is required or strongly preferred.
• Diploma in Hospitality or Business Admin is preferred but not required; Manager's Certificate is required.
• Strong knowledge of MS Outlook and MS Office applications.
• Ability to supervise, coach, and develop team members and maintain service standards.

Responsibilities

• Assist the Front Office Manager with daily operations and department management.
• Represent the hotel during shifts and ensure guest satisfaction and safety.
• Lead and coach Front Office team; maintain service standards and procedures.
• Support check-ins/check-outs and Front Desk duties as needed.
• Monitor occupancy, revenue, and operational reports to guide decisions.
• Coordinate with Housekeeping and other departments for smooth operations.
• Contribute to rostering, recruitment, training, and performance development.
• Promote Accor values and the ALL loyalty programme in daily work.

Skills

Guest service

Leadership

Decision-making

Communication

Team coaching

Conflict resolution

Education

Diploma in Hospitality Management or Business Administration

Manager’s Certificate

General Manager Certificate (advantage)

Tools

Opera PMS

Microsoft Outlook

Microsoft Office

Job description

Mercure Queenstown Resort is seeking an experienced Front Office Manager to lead the team and oversee daily operations across shifts. You will ensure exceptional guest service, supervise staff, and uphold brand standards while supporting the Front Office Manager.

You will manage check-ins, handle guest inquiries, coordinate with Housekeeping, and balance daily revenue with accurate reporting. A strong leadership mindset and 3+ years in hospitality are essential for success in this role.